News

Survey: Executive consumers want easier online ordering

BY Dan Berthiaume

Shelton, Conn. – Executive consumers seek easier ordering when they shop online. According to a survey of 50 high-level executives who attended the Microsoft Dynamics Convergence Conference March 4-7 by EDI and e-commerce integrator Logicbroker, nearly three-quarters (72%) of respondents said that ease of ordering is the most important part of the online ordering process.

One-third (33%) said that better communication is the area that e-commerce companies have the most potential to improve.

Other key findings from the survey included:

  • In addition to ease of ordering (72%), the speed in which orders are processed (10%) and the accuracy of orders (10%) were other areas that respondents said were the most important parts of the online ordering process.
  • Thirty percent of respondents said receiving the wrong product is the most frustrating part of the online order process, followed by little to no communication (24%) and slow shipping (24%).
  • While respondents thought better communication (33%) was the top area that could be improved in the online ordering process, the ability to return an item to a brick-and-mortar store (28%) and simpler shipping processes (24%) also registered high as areas for improvement.
  • The majority of respondents (88%) said that Amazon has the best shipping capabilities over Zappos (10%) and EBay (2%) because of its ease of ordering.

“It’s no surprise that consumers want online ordering to be painless,” said Peyman Zamani, CEO of Logicbroker. “The companies that serve these customers spend a great deal of time perfecting the products they offer but often neglect to look at the ordering process. Unfortunately, it only takes one negative experience to lose a customer and a late or delayed package, a lack of communication or a clunky ordering process could cause a customer to purchase goods from another company.”

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News

Simon joins digital VC game

BY CSA STAFF

With technology continuing to reshape the store experience, global retail real estate leader Simon Property Group is upping its digital game with the creation of a new venture capital group.

The company, which owns or has an interest in 325 retail properties encompassing 243 million square feet, has created Simon Ventures Group for the purpose of investing in retail innovation focused on opportunities that enhance the shopping experience.

Leading the undertaking will be J. Skyler Fernandes who will be responsible for identifying, evaluating, and making investments. Fernandes was previously a partner at Centripetal Capital Partners, a multi-stage venture capital fund, where he concentrated on consumer Internet, retail, and high-tech with commercial applications. He is also the founder of One Match Ventures, a seed fund focused on consumer Internet and high-tech companies.

Plans call for Simon Venture Group to invest in early-stage to high-growth technology companies, making seed to series C+ investments and focusing on both direct and indirect strategic investment opportunities.

"We believe we have only scratched the surface on applying technology to the retail environment in innovative, interesting ways,” said Simon Property Group’s chief marketing officer Mikael Thygesen. “We’re excited to add Skyler (Fernandes) to the team and look forward to his active engagement with the venture capital and start-up community to capitalize on opportunities that will yield benefits for our consumers and our retailers.”

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REAL ESTATE

Dunkin’ Donuts plans 65 new stores in Brazil

BY Dan Berthiaume

Canton, Mass. — Dunkin’ Donuts has signed an agreement with OLH Group to begin developing Dunkin’ Donuts restaurants in the Brasilia and Goias regions of Brazil. The agreement calls for the development of 65 Dunkin’ Donuts restaurants in the Brasilia and Goias areas during the next several years.

Dunkin’ Donuts currently has nearly 11,000 restaurants in 33 countries around the world, including more than 325 locations across Latin America in Chile, Colombia, Ecuador, Guatemala, Honduras, Panama and Peru. Dunkin’ Donuts restaurants in Brazil will feature the brand’s regular menu, as well as regional menu items specific to Brazil to cater to local tastes. Dunkin’ Donuts is still looking to recruit qualified, multi-unit franchisee candidates to develop the brand in other markets in Brazil, including Sao Paulo and Rio de Janeiro.

"We feel there is significant opportunity for the Dunkin’ Donuts brand in Brazil and are delighted to announce the signing of our agreement with OLH Group to enter the market," said Paul Twohig, president, Dunkin’ Donuts U.S. and Canada, and Dunkin’ Donuts & Baskin-Robbins Europe and Latin America. "The leaders at OLH Group have extensive restaurant industry experience and a deep knowledge of local consumers, so we feel they will be strong partners as we enter Brazil. We look forward to serving Brazilian consumers Dunkin’ Donuts’ wide range of high-quality foods and beverages."

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