OPERATIONS

Survey ranks top 10 retailers for customer service

BY CSA STAFF

Washington – Amazon.com, Nordstrom and J.C. Penney are just a few of the retailers that made the grade on the list of the top 10 retailers for customer service as selected by shoppers in the sixth annual NRF Foundation/American Express Customers’ Choice survey.

The survey, which asked 9,291 shoppers which retailer provides the best customer service, was conducted by BIGresearch. In alphabetical order, the top 10 retailers for customer service are:

  • Amazon.com

  • J.C. Penney

  • Kohl’s Department Stores

  • Lands’ End

  • L.L.Bean

  • Newegg

  • Nordstrom

  • Overstock.com

  • QVC

  • Zappos

The official announcement of the rank of each retailer will be unveiled at NRF’s Annual Retail Industry Luncheon on Jan. 11, 2011, during NRF’s 100th Annual Convention and EXPO. The complete list of 46 retailers that shoppers selected as having the best customer service will also be released at that time.

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FINANCE

Experian Hitwise finds visits to the top 500 sites up 13% on Black Friday

BY CSA STAFF

New York – Visits to the top 500 retail sites increased 13% on Black Friday, according to data from Experian Hitwise. For the sixth year in a row, Amazon was the top retail site receiving traffic on Black Friday. Walmart was the second most visited retail site, followed by Target. But Target’s visits increased 13% on versus 2009, representing the biggest increase among the top five sites. The top 20 retail sites accounted for 61% of all visits among the top 500 retail sites.

“All signs are pointing to a successful start to the holiday shopping season,” said Heather Dougherty, Experian Hitwise director of research.

In other findings:

  • Macy’s visits increased the most, 44%, among the top 20 sites comparing Black Friday 2010 vs. 2009; and

  • The apparel and accessories category saw the biggest increase in visits, 22%, on Black Friday.

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REAL ESTATE

Report: Wal-Mart sees big opportunities in emerging markets

BY CSA STAFF

New York – Wal-Mart Stores sees more opportunity in emerging markets than in Europe, the company’s international CEO Doug McMcMillion told Bloomberg.

“China is top of the list, and Brazil is not far behind” to make deals, McMillon said in an interview on Bloomberg Television’s “InBusiness With Margaret Brennan.” The retailer is being “patient” about finding the right way to expand in Russia, McMillon said.

Wal-Mart plans to let South Africa’s Massmart Holdings Lts. lead its expansion in the sub-Saharan region, according to the report. Wal-Mart will seek to buy 51% of the Johannesburg-based company.

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