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US Consumers Would Switch Online Stores before Switching Grocery Stores

In the retail business, loyalty is everything. Returning customers are the bread and butter of most businesses and you can’t afford to lose even one. Unfortunately for online shops, customer loyalty is iffy at best.

switching online retailers

The Nielsen Global Survey of Loyalty Sentiment report shows that online retailers come in last by a pretty wide margin.

They surveyed 29,000 Internet respondents in 58 countries across 16 categories and found that people were more likely to be loyal to brands / companies they use everyday such as banks, mobile phone service and cable providers.

I see it a different way. It’s not loyalty that keeps customers hanging on – it’s lack of options coupled with the hassle factor (not to be confused with the Hassle-hoff.) Changing your mobile phone provider often means paying a penalty for ending a contract early or losing upgrade benefits you’ve accrued over time.

Flipboard Embraces eCommerce with Catalogs For and By the People

br-catalog-coverFlipboard, the image-heavy, mobile news aggregator is encouraging readers to shop with a new “create your own catalog” tool.

To get you started, they’ve contracted with some heavy hitters to create catalogs of their own. InStyle, The Verge and Nylon Guys have created collections of their favorite things. You’ll also find curated catalogs from Chef Daniel Boulud (“Holiday Favorites”), designer Cynthia Rowley (“All Things Cynthia”), singer Sara Evans (“A Real Fine Place”) and actress Alyssa Milano (“Gifts for the Woman in Your Life”).

These catalogs are a mix of products from a variety of brands that fit into a theme. Then there are the brand specific catalogs from Banana Republic, Birchbox, eBay, Etsy, Fab, Levi’s and ModCloth.

Is Amazon’s Sunday Delivery Scheme a Good Idea or Just PR?

o9rdPbSAmazon made a big noise this week when they announced Sunday delivery courtesy of the US Post Office. It sounds like a monumental move – no one delivers packages on Sunday, not Fedex, not UPS. And the US Postal Service has been fighting to eliminate Saturday mail delivery but now they’re going to add a day instead?

The reality is that Saturday delivery is costing the post office a fortune but Sunday delivery will be profitable since Amazon is presumably spending a pretty penny to make it happen.

But Sunday mail delivery is like opening a retail store on Thanksgiving in order to capitalize on Black Friday. Sure, it may be profitable but there’s a large portion of the American population that thinks it’s simply not right. I wonder how the mailmen (and women) feel about having to work Sundays.

Study Shows the Old Fashioned Print Catalog is Good for Internet Sales

1962-sears-christmas-bookWhen I was little, my sisters and I nearly burst with excitement when the Sears Christmas Wish Book landed on our doorstep. We’d sit together on the couch and slowly go through it page by page (even the boring pages because the anticipation was part of the fun), working our way back to the toy section. We’d play “pick,” choosing our favorite item on each page as if we were creating the world’s biggest wish list.

I wonder if today’s kids feel that way about the Toys R Us catalog that shows up in the Sunday newspaper?

The excitement level may not be the same but a study by global management consulting firm Kurt Salmon shows that print catalogs actually help boost online sales.

Men Go Mobile in a Big Way this Holiday Season

It’s that time of year when hundreds of holiday shopping surveys and infographics are released into the wild, wild, web. It’s quite a sight – so many numbers and percents in a wide variety of colors and sizes. We can’t spend time with all of them, but in the coming weeks, we’ll take a closer look at a few of them in the hope that you’ll find an inspirational nugget to inspire you during this competitive season.

Today, we have the Burst Media “Spending Season 2013″ infographic. This one is simple and clean. Nothing special graphics wise but there’s a particular segment that caught our eye:

burst media mobile shoppers 2013

Mobile Users Plan Plenty of Game Time While Shopping for the Holidays

game playing this seasonYou know what they say, all shopping and no play makes Jack a prime target for marketers. But this holiday season, Tapjoy says marketers should combine both shopping and play for an even bigger payday.

First, let’s be clear about who came up with these numbers. Tapjoy’s business is mobile, in-game advertising, so keep that in mind as you view their results. (Not saying they’re not legit results. . . just want to be clear.)

They  conducted a survey on their platform to find out more about mobile holiday shopping habits. It’s interesting to note that 62% of the respondents were male.

Even though men are traditionally known as last minute shoppers, almost three quarters of the respondents said they’d begin shopping before December 1. With Hanukkah coming in November this year, we should see an earlier than usual spike in holiday shopping.

Holiday Survey Shows Good Customer Service Equals Repeat Business

Tis the seasonIt’s November 1st! So let’s kick off this holiday shopping season with a jolly infographic from PriceGrabber.

For their Winter Holiday Shopping Survey, PriceGrabber asked 2,887 US online shopping consumers about their plans for the next few weeks. The most significant piece of data to come out of the survey is this:

69% of consumers plan to shop at the same retailers as they did last year.

When asked why, 70% said they would remain loyal to certain retailers because of good customer service.

This is significant because customer service is the one area where a smaller retailer has a chance of beating the big boys. Small retailers can’t slash prices to match Walmart. They certainly can’t price competitively and still offer free shipping. And they can’t beat the selection at Amazon. But they can go above and beyond to make sure their customers find great gifts without a lot of effort.