TECHNOLOGY

Signet Jewelers fires back on ‘diamond swapping’ controversy
Signet Jewelers Ltd., whose store banners include Kay Jewelers and Zales, issued a strong rebuttal against charges that its stores swapped customers’ gems for lesser-quality stones while they were in for service. The controversy started with an article by BuzzFeed about a Maryland woman who said her engagement ring — purchased at a Kay Jewelers store — had its diamond swapped out for a lower-quality manmade stone while in for service. The story quickly went viral on social media.
Seven Customers Retailers Should Know
Retailers are fighting to engage customers and keep them from going elsewhere. And smart retail marketers know that nurturing existing customers to increase lifetime value is the fastest, highest-ROI route to near-term revenue growth.

Survey: What social platform influences back-to-school shoppers?

The current school year is just ending, but consumers are already looking ahead to the fall.

According to a new survey of 300 U.S. adults who plan on leading their families’ back-to-school shopping efforts from social engagement firm CrowdTap, blogs and social media conversations rival traditional advertising formats (e.g. magazine circulars and TV ads) when it comes to what drives back-to-school purchases.
French retailer opens start-up competition with U.S. tech accelerator

Galeries Lafayette Group is the latest retail entity to launch its own tech accelerator program.

The French specialty retail conglomerate, which operates the Galeries Lafayette, BHV Marais, Royal Quartz, Louis Pion and Didier Guérin banners, is partnering with Silicon Valley-based technology accelerator and venture fund Plug and Play in the effort. The three-month program aims to develop an integrated platform to assist startups focused on the fashion and retail sectors. It will include access to venture capitalists, mentors, and Fortune 500 companies.
The award for best online customer service goes to…

When it comes to providing online customer service, Land’s End is the one to beat.

StellaService, an independent company that measures the customer service performance of online businesses, recognized Lands' End with the 2016 StellaService Elite Award for exceptional customer service.

StellaService cited Lands' End for excelling in phone, chat and email, with a phone response time of less than 45 seconds.
Guess what Walmart is bringing back?

Walmart is reviving a familiar icon to be the symbol of its low-price marketing.

The discounter announced it is bringing back its yellow smiley image, which has been in hibernation for some 10 years. The image can already be seen in some digital advertising and will expand to television ads and select in-store signage next week.
Wayfair puts targeting on display

Online home furnishings retailer Wayfair Inc. is rolling out an in-house-developed display advertising platform that will deliver tailored messages and collect customer data.

Known as Magellan, the platform was built in-house by Wayfair’s engineering, data science, and marketing teams. Magellan leverages enhanced bidding models that allow the flexibility to continually enhance targeting capabilities over time. This targeting also lets third-party Wayfair Media Solutions users extend the reach of their advertising programs.
JLL’s ‘Go Shopping’ campaign gathers momentum

An innovative advocacy campaign to encourage shopping at physical stores JLL launched for Mother’s Day will debut at other key seasonal periods during the next three months.
The retailer with the best customer experience is…

Supermarkets and fast-casual restaurant brands took the top positions in an annual ranking of customer experience. Publix, Chick-fil-A, and H-E-B earned top three positions in Temkin Group’s 2017 Temkin Experience Ratings, a cross-industry benchmark of customer experience. Publix had a score of 84%, closely followed by Chick-fil-A and H-E-B, which both scored 83% in the seventh annual rating.
C-Suite: Steve Tanger on the outlook for outlet centers

Tanger Factory Outlet Centers operates, owns or has an ownership interest in 42 shopping centers nationwide that encompass 14.3 million square feet. The company’s centers are home to more than 3,000 stores operated by 470 different retailers, which affords Tanger President and CEO Steve Tanger a unique vantage point on the retail industry. He spoke recently with Chain Store Age about the outlet shopping industry his father pioneered 35 years ago.