News Retailers should use insights from customer data to offer personalized services The retail industry doesn’t utilise valuable customer data
THE report commissioned by SAP (UK), data processing specialists, found that retailers are failing to analyse and act upon the growing amount of customer data. Examining plans for technology investment this year amongst 100 retail companies, it found that Big Data is swamping the industry, with over half of the respondents admitting to having access to more data than they can act upon. In addition, 88% of companies surveyed claimed to experience problems gaining valuable insights from customer data. Chris Osborne, retail industry principal SAP UK and Ireland, said: "The retail
trade update...
The number of Freeview HD TVs and set top boxes sold reached 4.4 million by the end of 2011. Viewers with HD equipment can receive four HD channels (BBC One HD, The BBC HD Channel, ITV1 HD and Channel 4 HD) as well as up to 50 standard definition TV channels. The subscription-free service says two million homes are actively using the HD service and that of the 2.6 million Smart TVs sold to date, over 90% are capable of receiving Freeview HD channels.
Kenwood is launching a new six-figure advertising campaign to raise awareness of its best-selling kitchen machines – the Kenwood Chef and the kMix Stand Mixer. The campaign, which breaks at the end of February and runs into May,
comprises display advertising in print and digital media, and is expected to reach approximately 4-5 million UK consumers.
MidwichHome, the home technology arm of Midwich audio-visual distribution group, has been appointed by Dutch vendor Marmitek to distribute its range of affordable solutions in AV, security, and automation for the home.
In the annual Which? appliance reliability survey published in January 2012 Miele was the best brand overall. It was also the best or joint-best brand in six categories out of the eight it appeared in. Miele received a reliability score of over 90% for washing machines, tumble dryers, cylinder vacuum
4 The Independent Electrical Retailer March 2012
cleaners, upright vacuum cleaners, freezers, fridge freezers and dishwashers.
M&S is the first high street retailer to launch a TV app. The new app, which is available to download from Samsung’s Smart TV App store, will give viewers access to the latest in high street trends as well as tips on lifestyle, food, fashion and technology.
Smeg is
running a Union Jack FAB
window display competition for FAB Centres in the run-up to the Royal
Jubilee and the Olympics. The participating
retailers have to display a FAB28 Union Jack fridge in a prominent window in time for the Diamond Jubilee on 2 June through to the culmination of the Olympics on 12 August 2012. The first prize will go to the store with the most creative entry, winning a trip to London for two people, including a stay in a very British hotel followed by tea at the Ritz.
After five years Vita Audio is changing the name of its radio and small audio products from Vita Audio to Ruark Audio. Ruark Acoustics was founded by Alan O’Rourke and his father Brian in 1985 and the name Ruark was chosen as a Celtic variation on their surname.
industry recognises the need to analyse data whilst improving customer service, but how to achieve that in harmony is clearly where there’s cause for confusion. By investing more heavily in customer-facing technology, companies are opening themselves up even wider to receive more data which they are already struggling to utilise effectively." Almost two-thirds (64%) of
the retail companies surveyed said they were under increasing pressure to provide IT innovation that would improve both customer retention and loyalty. In addition, over three quarters (78%) of respondents claimed that their customers had
become more responsive to offers and 75% reported a rise in customer demand for a more personalised service over the past two years. Over a third (37%) of retail companies surveyed said they had seen customers
become increasingly reluctant to provide information and just under half (49%) reported that their customers’ expectations for service improvements had been a direct impact of the increased availability of data.
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