OPERATIONS

Tiffany and Coach top luxury E-Retail satisfaction index

BY Marianne Wilson

Ann Arbor, Mich. — Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee. Luxury brands have an aggregate score of 77 on the study’s 100-point scale, falling just short of the average score of the top 100 online retailers overall (78).

Coach and Tiffany & Co. lead the Index, tied with 80, which is generally considered the threshold for excellence. Saks and Nordstrom tie for second at 79, still well above the Luxury Index aggregate of 77. Brooks Brothers (76) is at the bottom of the measured luxury brands, but still close to the aggregate.

Subscription and flash sale sites Rue La La (73) and Gilt (72) round out the bottom of the Index, due to the registration or subscriptions required to see the content of the site. Non-luxury retailer Amazon registered a score of 88 in a similar study, meaning even the best luxury sites are still not measuring up to the very best online experiences. Since almost everyone shops at Amazon, customer expectations are being set at a level not yet achieved by any of these luxury e-retailers.

"Luxury retailers have some catching up to do with mainstream retailers in terms of measuring the customer experience across all channels and using that data and analysis to impact strategic, tactical, and operational decision making at the highest level," said Larry Freed , author of the study and president and CEO of ForeSee. "While there are a few exceptions, the customer experience is still playing a very tactical role in many of these companies, and there is an opportunity for these analytics to be valuable and actionable at so many levels."

According to the survey, more luxury brand shoppers (36%) are using mobile than non-luxury brand shoppers (25%) to research products, compare products or prices, purchase product, or use a company’s mobile app.

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P.Lopez says:
Apr-02-2013 10:11 pm

ChatRandom
Amazon registered a score of 88 in a similar study, meaning even the best luxury sites are still not measuring up to the very best online experiences. ChatRandom

P.Lopez says:
Apr-02-2013 10:11 pm

Amazon registered a score of 88 in a similar study, meaning even the best luxury sites are still not measuring up to the very best online experiences. ChatRandom

A.Atwater says:
Feb-28-2013 07:13 am

A retail business deals with
A retail business deals with the sale of goods to consumers in small quantities. With a proper e-commerce website, a retail business can transcend geographical boundaries and limitations.Film X gratuit

A.Atwater says:
Feb-28-2013 07:13 am

A retail business deals with the sale of goods to consumers in small quantities. With a proper e-commerce website, a retail business can transcend geographical boundaries and limitations.Film X gratuit

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OPERATIONS

Lord & Taylor signs on as exclusive retail sponsor for ‘Project Runway’

BY Marianne Wilson

New York – Lord & Taylor is teaming up with Lifetime’s popular "Project Runway" television show for the program’s eleventh season, making it the show’s exclusive retail sponsor.

As part of the sponsorship deal, the show will feature a custom-built “accessory wall” featuring an assortment of Lord & Taylor’s shoes, handbags and accessories, which contestants will use to complete their looks during each challenge.

In addition, customers can predict the season’s winner for a chance to win a $2,500 Lord & Taylor gift card to be used toward creating their very own accessory wall.

“We are very excited to partner with ‘Project Runway’ again for its eleventh season,” said Bonnie Brooks, president of Hudson’s Bay Company, the retailer’s parent company. “Runway’s mission is very much in alignment with Lord & Taylor’s legacy of launching the careers of major American designers, and we look forward to continuing the relationship.”

Lord & Taylor will also host an episode challenge at its Fifth Avenue flagship, which will air Thursday, March 21. As part of the grand prize, the retailer will offer the winner of "Project Runway" the opportunity to sell their collection at the store.

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P.Lopez says:
Apr-02-2013 08:54 pm

Chatrandom
In addition, customers can predict the season's winner for a chance to win a $2,500 Lord & Taylor gift card to be used toward creating their very own accessory wall. Chatrandom

P.Lopez says:
Apr-02-2013 08:54 pm

In addition, customers can predict the season's winner for a chance to win a $2,500 Lord & Taylor gift card to be used toward creating their very own accessory wall. Chatrandom

S.Anderson says:
Feb-28-2013 04:24 pm

If this works out for them I
If this works out for them I intend to start my own little business projects as well. If you want to grow a business you have to look for the opportunities and be fearless, I learned that much so far.

S.Anderson says:
Feb-28-2013 04:24 pm

If this works out for them I intend to start my own little business projects as well. If you want to grow a business you have to look for the opportunities and be fearless, I learned that much so far.

T.Flores says:
Feb-12-2013 08:35 am

Thank you for this post, it
Thank you for this post, it gives me a big help in terms of "Project Runway" which I'm looking since last week. The good thing was, the retailer will offer the winner of "Project Runway" the opportunity to sell their collection at the store. I heard lots of people are looking for an idea on mastering online and mastering studio as well.

T.Flores says:
Feb-12-2013 08:35 am

Thank you for this post, it gives me a big help in terms of "Project Runway" which I'm looking since last week. The good thing was, the retailer will offer the winner of "Project Runway" the opportunity to sell their collection at the store. I heard lots of people are looking for an idea on mastering online and mastering studio as well.

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News

Specialty retail jeweler scores 24K win with digital makeover

BY CSA STAFF

ARMONK, N.Y. and AKRON — Signet Jewelers teamed up with IBM to give its national U.S. store chains, Kay Jewelers and Jared the Galleria of Jewelry, a digital makeover.

The digital marketing redesign has transformed the multichannel experience for Kay and Jared customers, according to Signet, and resulted in consistent sales growth, including a year-over-year increase of 49% in online sales, as reported in the company’s recently announced holiday sales for fiscal 2013.

Consultants from IBM Global Business Services and its digital consulting and design practice, IBM Interactive, collaborated with Signet to develop a more consistent, branded and personalized customer experience for Kay and Jared customers everywhere they shop, whether in a physical store, online or via mobile.

Key components of the multi-phased strategy include the launch of new transactional mobile sites, which enable customers to shop and purchase Kay and Jared products from their mobile phones, and a redesign of the Kay.com and Jared.com websites, which went live before the holiday shopping season.

The new sites combine enable shoppers to find, compare and purchase products online, and boast new custom features that deliver a more guided, personalized shopping experience. Shoppers can chat live with a customer service representative, compare product details side-by-side to help determine their selection and track recently viewed items.

In addition to the customer service enhancements, Signet U.S. also revamped its online credit practices, introducing first-to-market solutions for its industry. As part of this effort, new credit customers now have the ability to access payment information and existing customers can review available credit balance and account details right from the Kay and Jared sites.

"Much of Signet Jewelers’ success in building Kay and Jared into two of the most trusted retail brands can be attributed to the expertise and superior customer service they deliver to create a world-class shopping experience," said Paul Papas , smarter commerce global leader, IBM Global Business Services. "In an industry known for being married to tradition, Signet Jewelers is a shining example of how bricks and mortar retailers are redefining the customer experience and embracing digital channels, like mobile and social, as part of their overall strategy to deliver personalized interactions to their customers at every touch point."

"As we continue to evolve to best meet the needs of today’s consumers in a rapidly changing digital world, we have placed a priority on developing a convenient digital eco-system that allows shoppers to easily connect with us across all channels, all the time," said George Murray , SVP, marketing, Signet Jewelers U.S. Division. "This focus has allowed us to create a world-class e-commerce and mobile selling solution, and accelerate our constant efforts to innovate the customer experience."

Signet’s US division operates more than 1,325 stores in all 50 states primarily under the name brands of Kay Jewelers and Jared the Galleria of Jewelry. Its UK division operates more than 500 stores primarily under the name brands of H.Samuel and Ernest Jones.

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