When we first addressed Jet.com, the start-up had just launched with many speculating that this site, with its complex pricing algorithms, vast assortment, and low-threshold free shipping, could give Jeff Bezos & Co. over at Amazon a run for their money. Fast forward a few quarters (and past the crucial holiday season), Jet.com has dropped its membership model and is still spending media mega-bucks to convert shopper clicks away from competitors. For this analysis, we’ll take a look at the progress Jet.com has made with consumers at the seven month mark and whether or not Amazon.com should be worried. Continue reading →
While L.L.Bean ranked supreme among this year’s Customer Service Champions overall, younger shoppers certainly express a difference of opinion. New analysis of Prosper Insights & Analytics’ 2015 Customer Service Champions reveals that both the Millennial (born 1983 – 1997) and Gen X (1965 – 1982) generations nominated Amazon.com as their top choice for customer service excellence, while Boomers (1946 – 1964) were firmly entrenched in the L.L.Bean camp. However, a review of the three generations’ top picks for customer service providers highlights interesting similarities between these divergent age groups. Continue reading →
While consumers overall recently voted L.L.Bean the best in customer service, if you ask a Millennial, he or she will likely disagree. New analysis from Prosper’s Customer Service Champions ranking reveals a vast disparity between two of the most divergent generations, Millennials (born 1983-1997) and Boomers (born 1946-1964), when it comes to the retailers they elevate to customer service excellence.
First, let’s take a look at Millennials’ choices. This generation crowned online giant Amazon.com as their Customer Service Champion, followed by Victoria’s Secret, Best Buy, Nordstrom, and Macy’s. As an online leader and de facto search engine for many, Amazon’s top position among that this tech-savvy generation should come as no surprise. Add to that the Amazon Prime membership program, which is most heavily concentrated in young customers – nearly two out of five members are under the age of 35 – and Amazon’s got a recipe for loyalty among the Millennial generation that few retailers have been able to successfully copy. Continue reading →
Listen closely…can you hear that? It’s the terrified screams from millions of children enjoying their summer breaks as retailers pound a [premature] Back-to-School drumbeat to get the second largest shopping season of the year underway. And when schools return to session in September, you can expect retailers to strike up the promotional band for the biggest selling season of the year: Holiday 2013. Forget the screams (along with Halloween and Thanksgiving), and cue the Buddy-the-Elf-esque joyful noise: “Santa!”
By these standards, is July too early for a peek at holiday spending intentions? I think not. Unfortunately, preliminary estimates aren’t looking like they’ll make retailers’ cash registers sing this year. Continue reading →
Among consumers planning to purchase a mobile phone in the next three months (April, May, or June), more than half (54.6%) are considering an Android device, while fewer (41.5%) are mulling over an Apple iPhone. Further, the disparity between the two brands has grown from 4% in April 2012 to a current 32% gap – bully for Android.