I've been an enthusiastic and vocal supporter of Penney's "no sale" strategy for almost a year now, sticking with the brand even as its marketing fell on deaf ears with consumers and investors. The stock was up last month and its website was reportedly a favorite visit during the holidays, but there's every reason to expect it will report dismal fourth quarter results (expertly obfuscated with stats on eyeballs, awareness and whatever). I now believe the company is doomed. We should stop holding our collective breath waiting for success, and start looking for lessons to learn from its failure.
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Customers want more merchandise appeal and variety from most retailers, according to the annual Holiday E-Retail Satisfaction Index released today by customer experience analytics firm ForeSee. Internet-retail giant Amazon remains at the head of the class, according to the 8th annual report, which is based on more than 24,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas.
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With little fanfare, Target, J.C. Penney, Kohl's and Saks joined several other chains just before the start of the holiday season in installing free Wi-Fi access across their locations.
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