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Survey: Mobile technology leads to better in-store experience

BY Marianne Wilson

SCHAUMBURG, Ill. — Three-out-of-four surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ "Annual Holiday Shopping Survey."

Shoppers echoed a similar sentiment, with 67% reporting greater satisfaction with stores where associates utilized the latest technologies to assist in the shopping experience. And 43% of shoppers reported that the mobile point of sale improved their shopping experience.

Retailers still are losing significant revenue due to inefficient payment approaches, out-of-stock occurrences and lack of selection, according to the survey. Thirty-three percent of shopping trips ended with shoppers leaving before satisfying their intent to purchase, costing an average of $125 per trip. Of those lost opportunities, more than 73% did not complete their purchases with the original retailer.

“Retailers continue to deploy technology to improve the shopping experience, but they need to pay closer attention to the growing expectations of the omni-channel shopper,” said Michelle Crissey, customer solutions lead at Motorola Solutions. “Rather than just give them technology and call it a positive experience, customers prefer that retailers use the technology in a meaningful way to actually give them a better experience, both in-store and for fulfillment of online and mobile orders.”

Key survey findings include:

  • One-third (33%) of store visits ended with an average of $125 unspent due to missed opportunities to purchase driven by inefficient payment approaches, deal-habituated behavior, out-of-stocks and limited store associate assistance;

  • The vast majority of shoppers reported that self-help technologies improved their shopping experience: 83% cited using a price checker while self-checkout payment lanes (65%) and information kiosks (59%) also frequently were mentioned;

  • More than 4-in-10 (43%) shoppers would likely use a store application on their smartphones that creates a map from a shopping list to guide them through the store on the most efficient route to complete their shopping; and

  • Sixty-eight percent of lost sales could have been recaptured if a retail associate was able to order the item and have it delivered to the shopper’s home. Almost 55% of shoppers would have made their purchases if an associate could find another location that had the item in stock and told them how to get there.

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UMass clinical study helps reduce diabetes risk among Latinos

BY Allison Cerra

WORCESTER, Mass. — Researchers at the University of Massachusetts Medical School said a diabetes prevention program they created was able to reduce prediabetes indicators among Latinos who were at risk of developing the disease.

The clinical trial, called the Lawrence Latino Diabetes Prevention Project, was developed to test how a community-based, literacy-sensitive and culturally tailored lifestyle intervention could help low-income, Spanish-speaking Latinos with increased risk for diabetes. Consisting of more than 300 participants that were followed for one year between 2004 and 2007, each participant was introduced to weight control, nutrition and exercise programs (led by Spanish-speaking individuals) through such community partners as the Greater Lawrence Family Health Center, the Lawrence Senior Center and the YWCA of Greater Lawrence.

When these participants were compared with those who had usual care (or no intervention), participants in the intervention had "modest but significant" weight reduction and "clinically meaningful" reduction in indicators for prediabetes, including insulin resistance, the researchers said. They also consumed a lower percentage of total and saturated fat in their diets, according to principal investigator Ira Ockene, Barbara D. Milliken professor of preventive cardiology and professor of medicine; Milagros Rosal, associate professor of medicine, and other colleagues from UMass Worcester and UMass Lowell.

"The study results are important as they suggest that small reductions in weight may reduce the risk of diabetes in some ethnic populations that have a high risk for developing diabetes, such as disadvantaged Latinos," Rosal said.

The Lawrence Latino Diabetes Prevention Project National Institute of Diabetes and Digestive and Kidney Diseases at the National Institutes of Health in 2004. Results of this three-year study were published online in the American Journal of Public Health.


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Stater Bros., Stater Bros. Charities donate $26,000 to Toys for Tots

BY Allison Cerra

SAN BERNARDINO, Calif. — A regional supermarket chain and its charitable arm once again has donated funds to the United States Marine Corps Reserve’s Toys for Tots program.

Stater Bros., along with Stater Bros. Charities, earlier this month presented a $26,000 check to the program, which will be used to purchase toys that will be distributed to community-based organizations in San Bernardino and Riverside Counties.

"The Stater Bros. ‘family’ believes in giving back to the communities we serve," Stater Bros. chairman and CEO Jack Brown said. "We are very proud to help make the holiday wishes of so many children come true this year."

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