A recent survey by Zogby Analytics and MSN asked people to rate customer satisfaction levels on 150 brands. Looking at the results, issues resolution is the key determinant on how well a company scored in the survey. What are companies doing to prevent problems from arising and what do they do in the event that one does?
Posts Tagged ‘retail’
Type: Insights & Ideas | 1,133 views
Type: Articles & Papers | 3,817 views
This paper looks at sensory marketing as an opportunity for retailers to differentiate their offerings in an intensely competitive market and “presents the review of different theoretical models on consumer responses to atmospherics.”
Type: Articles & Papers | 819 views
Grocery shopping may feel like a routine exercise, but the role that emotions play in decision-making are complex and affect what and how we buy. “This exploration suggests that further insight can be gained if the emphasis is on how the consumer interacts with their brands rather than assuming that all grocery decisions are predictive.”
Type: Insights & Ideas | 1,570 views
Retail is one environment where brands can create the context for which great stories occur. By drawing an audience to interact and participate with the retail environment, brands can create a door to wonder, excitement and discovery. Here are some stores that have successfully developed narratives for their consumers.
Type: Insights & Ideas | 986 views
For bookstores to survive in the Age of Now they need to go beyond the traditional offering of books and make themselves local social and cultural institutions. Here are some book retailers and publishers that are innovating in this category.
Type: Articles & Papers | 683 views
Luxury fashion and lifestyle brand, Giorgio Armani, opened a mega-store Ginza, Tokyo, in 2000. This paper looks at how the brand has designed this retail store as a haven for all the senses.
Type: Articles & Papers | 615 views
This paper from the Institute for Advanced Research in Marketing, Cranfield School of Management, UK, looks at the impact of consumer loyalty on retail spend in the United Kingdom.
Type: Articles & Papers | 572 views
This paper published in the ‘Journal of Marketing Management’ investigates the mediating factors that shape the emotional responses that occur as a result of ambient scent within retail environments.
Type: Insights & Ideas | 1,284 views
Through the years, Harrods has upheld its iconic status as a quintessential British experience and continues to deliver on its reputation as a shopping destination. We analyze a sample of reviews from tripadvisor.co.uk to gain a better understanding of what people love the most about this renowned retail brand.
Type: Insights & Ideas | 1,797 views
Single-cup serving accounts for more than 8% of the global coffee market and will prove to be more than a trend as consumers continue to want the luxury of a quality brew with the convenience of a touch of a button. Here are some examples of how brands in this category are putting Mystery, Sensuality and Intimacy into action.
Type: Articles & Papers | 631 views
Consumer-Retailer Emotional Attachment: Some Antecedents and the Moderating Role of Attachment Anxiety
This study investigates the creation of consumer loyalty through the development of affectionate bonds in the context of grocery store retailing. Consumers’ self-enrichment, self-gratification and self-enablement were found to likely influence emotional attachment.
Type: Articles & Papers | 803 views
“This research examines how store-evoked affect, human personality, and brand personality influence consumers’ emotional attachments to brands.” Field studies are conducted in a wine tasting room and juice bar to measure the effects of store-evoked pleasure on brand attachment, brand loyalty and willing to pay a price premium.
Type: Articles & Papers | 662 views
The Effect of Online Store Atmosphere on Consumer’s Emotional Responses – An Experimental Study of Music and Colour
We know that appealing to the senses in-store affects consumer response. But what happens when a person shops online? This study “explores the impact of two environmental elements – music and colour – of an online store on the consumers’ emotions”.
Type: Articles & Papers | 1,018 views
This study explores the relationship between visual and olfactory cues within a retail environment through a field experiment conducted within the glass department of IKEA. Shoppers’ touching behaviour, purchase intentions and total sale are impacted.