Wireless Customer Care, Daily Deal Sites, BJ’s May Sell
Wireless customer service issues that are personally handled by a service representative, either over the phone or at a retail store, are significantly more satisfying to customers than are automated response interactions, according to
the J.D. Power and Associates 2011 U.S. Wireless Customer Care Performance Study, Volume 1.
T-Mobile ranks highest in wireless customer care performance for a second consecutive time with an overall customer service index score of 758 (out of 1,000 possible points, industry average is 739).
E-commerce & Multichannel Retailing
- In 2011, Compete predicts more of a push for mobile daily deal sites and an even bigger rise in deal sites that cater to niche markets.
Mergers & Acquisitions
- BJ’s Wholesale Club Inc. ended months of speculation yesterday when the warehouse club chain confirmed it is considering putting the company up for sale.
- RedPrairie Corporation, a productivity solutions provider, has finalized the acquisition of Escalate Retail, a provider of all-channel commerce to specialty retailers, direct marketers and big-ticket retailers.
Marketing & Advertising
- Seattle's Best's first major branding campaign and first TV spot, based on the slogan “Anywhere Coffee is Needed,” is aimed at both pointing out the availability of its brand and highlighting its "mass premium" appeal.
- Amazon.com uploaded 550 lingerie styles from leading brands such as Gossard, Wonderbra, Panache and Charnos to its UK site last week and is promoting the new lingerie store heavily on its UK home page.
- J.C. Penney Co. is making a renewed effort to capture part of the $8 billion-a-year bridal jewelry business.
- Sears is launching Beverly Drive, a fashion collection aimed at plus-sized women.
Legal & Regulatory
- Borders said it fully intends to stay in business, despite widespread reports that it may be preparing a Chapter 11 bankruptcy filing.
- Union contracts for troubled retailers including A&P and some Supervalu banners are up for renewal this year and will challenge labor and management to strike deals that can keep them both in business.
Stats & Research
- The unemployment rate fell by 0.4 percentage point to 9% in January 2010, while nonfarm payroll employment changed little (+36,000), according to the U.S. Bureau of Labor Statistics.
- Almost four in 10 US adults (38%) say they know they will watch the Super Bowl, but are just not sure of what their plans are yet, while 4% say they will watch in a bar or restaurant.