Twice bitten: Two negative experiences in any channel will make shoppers dump a retailer, survey finds
CHELMSFORD, Mass. — Negative experiences in one shopping channel can influence consumers’ perceptions of other channels too, according to a new survey.
The survey, "Holiday 2013: Top Trends to Watch," commissioned by Kronos and conducted online by Harris Interactive, found that 68% of Americans report that a negative experience in one channel can influence how they perceive physical stores, online, mobile, phone centers and catalogs. The survey was conducted from Sept. 26-30 among 2,003 adults.
"The margin of error when it comes to customer satisfaction and brand loyalty is continually shrinking, and the new survey puts some hard numbers around this disposition in retail," Kronos director of retail and hospitality practice Liz Moughan said. "The combination of the government shutdown, a millennial population to appease and the need to get a handle on omnichannel could make this holiday season a difficult one for many retailers. Fortunately, many have embraced the power of omnichannel and are well-positioned to capture the wallets of consumers not just during the holiday season, but keep shoppers loyal to their brand into the future."
In any channel, the survey found, it takes an average of 2.2 negative experiences for Americans to stop purchasing from a retail brand. Millennials in particular are easily influenced by negative experiences, with 78% of men and 80% of women saying they would stop shopping at a retailer as a result of a negative experience in any channel. For at least 90% of respondents, factors contributing to positive shopping experiences include inventory availability, speed of delivery and pickup and interaction with sales staff. Seventy-nine percent said that interaction with knowledgeable, friendly staff while shopping, picking up an online order or even returning an item are somewhat likely to make them purchase an additional item.
Meanwhile, 66% of respondents reported that they would order online and ship to their homes or offices, and 25% said they would order online and pick up at the store.
Todd Vasos named Dollar General COO; former Duane Reade exec joins Dollar General executive team
GOODLETTSVILLE, Tenn. — Dollar General on Monday announced a number of senior management changes. Todd Vasos has been named COO with responsibility for store operations, merchandising and supply chain. And David D’Arezzo has joined the company as EVP and chief merchandising officer.
"The alignment of our organization across store operations, merchandising and supply chain with the promotion of Todd to COO and the addition of David will create an even stronger management team and position us well for future growth," stated Rick Dreiling, Dollar General chairman and CEO. "Dollar General has strong management depth across the organization, which clearly understands our industry, our operations and our people. Now is the perfect time to strengthen that expertise with the addition of David to the team. Having personally experienced the impact he made at Duane Reade, I believe his vision, ability to drive results and deep experience across several industries will provide a unique perspective to Dollar General."
Vasos was most recently EVP and chief merchandising officer. Since joining the dollar store operator in December 2008, Vasos has implemented numerous merchandising initiatives key to Dollar General’s growth, the company stated. He served previously as EVP and COO at Longs Drugs, the California-based pharmacy chain acquired by CVS in 2008. Prior to that, he served as SVP and chief merchandising officer at Longs. He also held leadership positions at Eckerd Drug and Phar-Mor Food and Drug. Vasos earned a bachelor’s degree in marketing from Western Carolina University.
D’Arezzo brings more than 30 years of retail and consumer product company experience across merchandising and operations. Most recently, D’Arezzo served as EVP and COO of Grocers Supply and previously served as SVP and chief merchandising officer for Duane Reade. D’Arezzo earned a bachelor’s degree in business administration from the University of San Francisco and a master of business administration from the Wharton School at the University of Pennsylvania.
Shopko opens five Shopko Hometown stores in November
GREEN BAY, Wis. — Shopko is opening five new small-format stores this month, the mass merchandise retailer said Monday.
The retailer opened the doors Monday to three Shopko Hometown stores in Ellsworth, Wis.; St. Peter, Minn.; and Winneconne, Wis. Two more openings are planned on Nov. 11 for Afton, Wyo., and Tomahawk, Wis. Shopko operates 330 stores in the Midwest, North Central, Mountain West and Pacific Northwest regions, including — with the five new locations — 180 Shopko Hometown stores.
"We’re excited to continue the growth of the Shopko Hometown concept with these new stores and expect them to be well-received by residents in each of these five great communities," Shopko interim CEO and COO Mike Bettiga said. "We understand that consumers in smaller towns want convenient access to the same variety of high-quality goods and on-trend merchandise without having to travel a good distance from their community. Our Hometown customers tell us they appreciate the vastly improved shopping experience and access to a broad, differentiated selection of merchandise, including products and brands previously not available to them locally."