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Survey: Consumers prefer personalized offers across channels

BY Dan Berthiaume

NEW YORK — Consumers are increasingly performing omnichannel shopping, and prefer personalized offers across the different channels they shop. According to a new survey of more than 1,000 online consumers from retail personalization technology vendor Synqera, U.S. consumers still prefer promotional content and coupons from traditional print media (magazine, newsletter/flyer, newspaper) (75%), found online (72%), or received after a purchase (62%) for future shopping.

Yet 45% would want to get this content at various locations throughout the brick-and-mortar store, and 85% prefer personalized offers reflecting their past shopping behavior. Ninety-two percent of total respondents who said they would be more likely to return to a store that provided an in-store discount across the holidays.

Other findings within the survey:

• Respondents making between $80,000-$100,000 were most likely to use an omni-channel approach to shopping, using their mobile devices, online and in-store to make purchases.
 
• Eighty-one percent would not search for promotions and coupons on a retailer or grocer’s mobile app and 73% would not want them sent directly to their mobile device.

• Fifty-seven percent of total respondents said they signed up for a retailer or grocer’s rewards or loyalty program this past year for a discount.

• Two-thirds (67%) of shoppers prefer receiving a coupon for groceries, while only 14% would be interested in cosmetics (bath and body products), toiletries and beauty product coupons.

• Consumers are most interested in promotions and coupons for grocery and clothing, and least interested in ones for pet supplies or furniture.

• Almost five-times more consumers want coupons on groceries than on clothing, and 10-times more interest in groceries than household goods.

• However, they prefer cosmetic promotions and coupons over ones for pet supplies.

• Specifically asked about grocery store shopping, almost half (45%) would have changed their holiday menu(s) if their grocery store promoted holiday-themed recipes or themed meal ideas including items within the store.

• The younger generations are more flexible: two thirds of respondents aged 18-44 would have changed their holiday meal menus, while two-thirds aged 45-70 would not have changed menus

Outside of the promotional disconnect that consumers are feeling with retailers, 63% of price-aware U.S. shoppers within the survey said their in-store holiday shopping experience could have been improved, especially for those shoppers under the age of 45. More than half of those that want improvement said that they’d consider using personalized coupons and more information about products. 86% of respondents said they would have purchased an item that was similar in look and quality (but less expensive) to one that they were originally looking for, if only they had been made aware of it.   

"There’s a clear indication within today’s consumer behavior that the current in-store promotional experience isn’t capturing the attention of the omni-channel shopper," said Filipp Shubin, COO of Synqera. "Consumers are asking for more personalized retail experiences that are relevant to their shopping needs, especially across holidays, and they’ll shop at the stores that promote their products accordingly."

 

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Big Heart Pet Brands launches as standalone company

BY Ryan Chavis

SAN FRANCISCO — Big Heart Pet Brands on Wednesday announced its launch as the largest standalone pet food-and-snack company in North America. The creation of Big Heart Pet Brands comes on the heels of the company’s sale of its consumer products division to Del Monte Pacific Limited, which closed on Feb. 18, 2014.

The new name mirrors the company’s focus on the pet products market. Big Heart Pet Brands will continue to deliver such brands as Milk Bone, Meow Mix, Kibbles ‘n Bits and Nature’s Recipe, among others.

“As a standalone pet products company, Big Heart Pet Brands will be singularly focused on capturing growth opportunities in the expanding $21 billion pet products category,” said Dave West, president and CEO, Big Heart Pet Brands. “We are uniquely positioned with a powerful and broad pet portfolio, strong position in key pet food categories, robust business fundamentals and a commitment to creating a better future for pets by nurturing the bond between pets and the people who love them.”

Big Heart Pet Brands will remain headquartered in San Francisco, with office presences in Pittsburgh and Burbank, Calif. It will also maintain its existing pet food and snack manufacturing plants, distribution centers and sales offices.

 

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All Take Care Health worksite centers now medical home accredited

BY Antoinette Alexander

DEERFIELD, Ill. — Walgreens and the Accreditation Association for Ambulatory Health Care have announced that all of the more than 50 primary care worksite health centers managed by Take Care Employer Solutions Group, a division of Walgreens that provides workplace health solutions, have received medical home accreditation.

This completes the process first announced in December 2012, when half of the company’s employer-based primary care centers received accreditation. AAAHC accreditation recognizes that each worksite health center meets the Association’s requirements to be considered a patient-centered medical home, embodying best practices and operating in compliance with nationally recognized standards of care.

“Working with our clients to provide onsite health care, we’re providing comprehensive personal care to each individual in partnership with the healthcare provider, while reducing costs and improving health outcomes for employers across the country,” said Trent Riley, divisional VP, Take Care Employer Solutions Group. “We’re changing the culture in health care by driving a new model for care delivery and creating a better overall patient experience, and the medical home accreditation from AAAHC further validates the impactful work we’re doing.”

As part of the year-long accreditation process, AAAHC representatives visited worksite health centers at a number of Take Care client sites, including BP, Hewlett-Packard and the University of Notre Dame, among others. At each location, on-site surveys were conducted in order to evaluate whether the health center successfully meet AAAHC criteria as a medical home.

The AAAHC accreditation brings further recognition to Take Care’s core structure for demonstrated compliance with AAAHC established clinical, quality and organizational standards related to the management and operation of its worksite health centers.

AAAHC has established specific standards for the medical home that require them to be patient-centered, physician-directed, comprehensive, accessible and to coordinate care with all of the patient’s primary care and specialty care provider teams.

“We are pleased that Walgreens has completed the accreditation process for its worksite health centers. The worksite health model offers a valuable alternative to traditional points of care and we are proud to be recognizing them as a patient-centered medical home,” said John Burke, president and CEO of AAAHC.

AAAHC, which in 2009 launched the nation’s first medical home accreditation, was also the first organization to offer an on-site survey for the medical home. The peer-based surveys allow for a more rigorous process examining the quality of care provided, and are conducted by physicians, nurses and clinical administrators who work in ambulatory health care delivery.

The primary care worksite health centers are a segment within the 370 employer health centers managed nationwide by Take Care Employer Solutions Group. Areas of focus at the worksite centers include leveraging advanced analytics to develop tailored strategies and health and wellness services to best meet clients’ needs; expanding the patient-centered medical home model across new and existing sites; and establishing medical neighborhoods to connect the worksite health center with Walgreens community pharmacies and other providers.

Take Care worksite health centers are staffed by physicians, nurse practitioners and other medical professionals and offer a broad spectrum of services including primary care, pharmacy, occupational health, fitness, chronic condition management, physical therapy, dental, vision and more.

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