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Jet puts customer engagement into high gear

BY Dan Berthiaume

Online retail platform Jet is getting a better idea of how well its customer service efforts are working with a new tool from service measurement/optimization company StellaService.

Since fall 2015, Jet has been piloting Stella Connect, a solution that allows customers to rate front-line staff and reward them directly with physical products. Stella Connect also enables front-line staff to gain instant visibility into customer feedback through real-time dashboards. Furthermore customer data gathered from interactions can be used to support personalized marketing programs.

Feedback emails, which are triggered to customers immediately after service interactions occur, include a photo and brief biography of the front-line team member. The emails prompt customers to rate their service experience through a star rating system, share qualitative feedback, and choose to reward the person they interacted with through various incentives such as a cup of coffee, lunch, gift cards or other physical products.

Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each front-line staffer, creating real-time feedback while also providing managers with granular visibility into employee-specific performance. In addition to these real-time dashboards, managers can also gain access to more detailed reports.

Jet was one of the first retalers to sign up for Stella Connect and now has hundreds of customer service agents using the product every day. Specifically, the gamified nature of Stella Connect has resulted in Jet customers responding to Stella Connect requests for feedback consistently more than 40% of the time

In addition, more than 5,000 Jet customers who have responded to a Stella Connect request have gone on to broadcast their positive service experience via social media. The average customer service rating is 4.6 stars on a five-star scale.

"Stella Connect is an amazing asset for our team at Jet," said Jet founder and CEO Marc Lore. "Our brand is built for the customer, and Stella Connect is helping us take our service to the next level with a win-win for both our team and our customers. The platform has strengthened shoppers' emotional connections to our brand, which is a vital element to building loyalty and driving sales."

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Skechers plans for remarkable year include global store expansion

BY Mike Troy

Surpassing $3 billion in annual sales last year was a big deal for Skechers and now CEO Robert Greenberg is banking on the addition of more than 300 new stores to help the company set another sales record in 2016.

Skechers plans to open between 330 and 340 global stores this year, and estimates that it will have a year-end total of 1,650 locations, of which 575 will be company owned. The accelerated pace of expansion is easy to understand given the powerful contribution the company’s physical footprint had on its fourth quarter and full year sales and profit performance. (Of the retailer’s total store count, approximately 500 are in the United States.)

Sales increased to $723 million in the fourth quarter, compared to $570 million the prior year. Full year sales increased to a record $3.147 billion, compared to sales of $2.378 billion the prior year. Fourth quarter net income increased to $29.4 million from $21.9 million, while full year profits increased to $232 million from $139 million.

“Surpassing $3 billion in annual sales is a remarkable accomplishment and to achieve this growth across both our domestic and international businesses speaks to the global strength of the Skechers brand,” said CEO Robert Greenberg. “While we continue to take increased shelf space within our existing accounts worldwide, the Skechers retail store count has also grown to more than 1,300 company-owned and third-party owned locations at year-end. Pivotal to this growth has been continued product innovation and expansion into more categories enabling us to appeal to an even broader demographic.”

With the company continuing to focus on comfort, style and quality in shoe design, Greenberg said Skechers is expanding its business within existing doors and into new accounts and countries as well.
“Looking at 2016, we plan to continue to grow worldwide and believe we will see strong double-digit and, in some cases, triple-digit gains in countries around the world,” Greenberg said.

The new year is off to a good start with the company disclosing that its company-owned retail stores are on target with mid- to high-single digit retail comps in January and gaining share. January sales are up roughly 35% compared to January the prior year, according to the company.

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Skechers plans for remarkable year include ‘a lot’ more stores

BY CSA STAFF

Surpassing $3 billion in annual sales last year was a big deal for Skechers and now CEO Robert Greenberg is banking on the addition of more than 300 new stores to help the company set another sales record in 2016.

Skechers plans to open between 330 and 340 stores this year, projecting it will have a year-end total of 1,650 locations, of which 575 will be company owned. The accelerated pace of expansion is easy to understand given the powerful contribution the company’s physical footprint had on its fourth quarter and full year sales and profit performance.

Sales increased to $723 million in the fourth quarter, compared to $570 million the prior year. Full year sales increased to a record $3.147 billion, compared to sales of $2.378 billion the prior year. Fourth quarter net income increased to $29.4 million from $21.9 million, while full year profits increased to $232 million from $139 million.

“Surpassing $3 billion in annual sales is a remarkable accomplishment and to achieve this growth across both our domestic and international businesses speaks to the global strength of the Skechers brand,” said CEO Robert Greenberg. “While we continue to take increased shelf space within our existing accounts worldwide, the Skechers retail store count has also grown to more than 1,300 company-owned and third-party owned locations at year-end. Pivotal to this growth has been continued product innovation and expansion into more categories enabling us to appeal to an even broader demographic.”

With the company continuing to focus on comfort, style and quality in shoe design, Greenberg said Skechers is expanding its business within existing doors and into new accounts and countries as well.
“Looking at 2016, we plan to continue to grow worldwide and believe we will see strong double-digit and, in some cases, triple-digit gains in countries around the world,” Greenberg said.

The new year is off to a good start with the company disclosing that its company-owned retail stores are on target with mid- to high-single digit retail comps in January and gaining share. January sales are up roughly 35% compare to January the prior year, according to the company.

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