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Survey: Consumers prefer personalized omni-channel offers

BY Dan Berthiaume

New York – Consumers are increasingly performing omni-channel shopping, and prefer personalized offers across the different channels they shop. According to a new survey of more than 1,000 online consumers from retail personalization technology vendor Synqera, U.S. consumers still prefer promotional content and coupons from traditional print media (magazine, newsletter/flyer, newspaper) (75%), found online (72%), or received after a purchase (62%) for future shopping.

Yet 45% would want to get this content at various locations throughout the brick-and-mortar store, and 85% prefer personalized offers reflecting their past shopping behavior. Ninety-two percent of total respondents who said they would be more likely to return to a store that provided an in-store discount across the holidays.

Other findings within the survey:

• Respondents making between $80,000-$100,000 were most likely to use an omni-channel approach to shopping, using their mobile devices, online and in-store to make purchases.

• 81% would not search for promotions and coupons on a retailer or grocer’s mobile app and 73% would not want them sent directly to their mobile device.

• 57% of total respondents said, they signed up for a retailer or grocer’s rewards or loyalty program this past year for a discount.

• Two-thirds (67%) of shoppers prefer receiving a coupon for groceries, while only 14% would be interested in cosmetics (bath and body products), toiletries and beauty product coupons.

• Consumers are most interested in promotions and coupons for grocery and clothing, and least interested in ones for pet supplies or furniture.

• Almost five-times more consumers want coupons on groceries than on clothing, and 10-times more interest in groceries than household goods.

• However, they prefer cosmetic promotions and coupons over ones for pet supplies.

• Specifically asked about grocery store shopping, almost half (45%) would have changed their holiday menu(s) if their grocery store promoted holiday-themed recipes or themed meal ideas including items within the store.

• The younger generations are more flexible: two thirds of respondents aged 18-44 would have changed their holiday meal menus, while two-thirds aged 45-70 would not have changed menus

Outside of the promotional disconnect that consumers are feeling with retailers, 63% of price-aware U.S. shoppers within the survey said their in-store holiday shopping experience could have been improved, especially for those shoppers under the age of 45. More than half of those that want improvement said that they’d consider using personalized coupons and more information about products. 86% of respondents said they would have purchased an item that was similar in look and quality (but less expensive) to one that they were originally looking for, if only they had been made aware of it.

"There’s a clear indication within today’s consumer behavior that the current in-store promotional experience isn’t capturing the attention of the omni-channel shopper," said Filipp Shubin, COO of Synqera. "Consumers are asking for more personalized retail experiences that are relevant to their shopping needs, especially across holidays, and they’ll shop at the stores that promote their products accordingly."

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Microsoft adds social listening capabilities to CRM

BY CSA STAFF

The ability to develop actionable insights by listening to social conversations is among several powerful new capabilities that have been added to Microsoft Dynamics CRM portfolio.

Microsoft introduced a comprehensive set of new marketing and social listening capabilities to its Microsoft Dynamics CRM suite which are designed to help organizations match their customers to the right products and services, engage with them in the right way at the right time and nurture relationships.

The company said the launch delivers on its promise of rapid innovation with functionality that helps marketers be smarter, efficiently drive and manage campaigns, engage with and care for customers in a personalized manner on virtually any device, anywhere. One of the key aspects of the update to Microsoft Dynamics CRM 2013 is the social listening capability. Breaking from typical industry practice, Microsoft said it has brought social listening capabilities to every sales, service and marketing professional within an organization to empower more employees with deeper insights.
"Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences," said Bob Stutz, corporate vp for Microsoft Dynamics CRM. "The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game."

The ability to listen is the starting point for every relationship which is why Microsoft said it has emphasized social listening. The company’s new service adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.

Other upgrades relate to Microsoft Dynamics Marketing (formerly MarketingPilot) where changes were made to make the design of powerful marketing campaigns easier and more intuitive. Marketers have been given the ability to reach customers more effectively across multiple channels, manage leads, deliver millions of email messages daily and perform deep marketing analytics in 35 markets in 10 languages.

Other advancements came in the often overlooked area of customer care. Microsoft said it created a new “unified service desk,” application for call centers that provides insight into customer needs across every channel, including the Web, social and mobile. For example, alongside the capabilities gained in the recent acquisition of Parature, Microsoft Dynamics CRM now offers customers a choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all of which leverage a shared knowledge base to ensure answers can be delivered consistently on the right channel at the right time.

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Cal-Maine Foods acquires remaining interests in Delta Egg Farm

BY CSA STAFF

Cal-Maine Foods has reached an agreement to acquire the remaining 50% of the membership interests of Delta Egg Farm from Sunbest Foods of Iowa, a Moark affiliate, for $17 million. The company already owns 50% of Delta Egg Farm.

Delta Egg Farm owns and operates a feed mill and egg production complex with capacity for approximately 1.2 million laying hens, located near Delta, Utah, and an organic egg production complex with capacity for approximately 400,000 laying hens located near Chase, Kansas. The company expects to close the transaction March 1.

“While we have enjoyed a long-term working relationship with Moark and Sunbest Foods of Iowa, we are excited about the opportunity to take over the ownership and management of Delta Egg Farm. We look forward to the opportunity to continue to expand our business and provide greater value for our shareholders,” said Dolph Baker, chairman, president and CEO of Cal-Maine Foods.

Cal-Maine Foods is primarily engaged in the production, grading, packing and sale of fresh shell eggs, including conventional, cage-free, organic and nutritionally enhanced eggs. The company, which is headquartered in Jackson, Miss., is the largest producer and distributor of fresh shell eggs in the United States and sells the majority of its shell eggs in approximately 29 states across the Southwestern, southeastern, Midwestern and mid-Atlantic regions of the United States.

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