eBay Inc. announced plans to spin off its PayPal division and form two independent publicly traded companies in 2015. Current President and CEO John Donahoe and company CFO Bob Swan will lead the separation of each business. Following the transaction, neither will have an executive management role in the new companies, though they do expect to serve as board members for one or both companies. eBay expects to complete the transaction as a tax-free spin-off in the second half of 2015, subject to market, regulatory and certain other conditions.
“For more than a decade, eBay and PayPal have mutually benefited from being part of one company, creating substantial shareholder value,” said Donahoe. “However, a thorough strategic review with our board shows that keeping eBay and PayPal together beyond 2015 clearly becomes less advantageous to each business strategically and competitively. The industry landscape is changing, and each business faces different competitive opportunities and challenges.”
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Smarter Remarketer, a provider of customer intelligence for multi-channel retailers, named Michael Osborne as its new President. Prior to joining Smarter Remarketer, Osborne served as the Chief Revenue Officer at Bazaarvoice and helped lead the company through its initial public offering in 2012. In his new role, Osborne will oversee and assist in company development, strategy and growth. He will report directly to Howard Bated, Chairman and CEO of Smarter Remarketer.
“Our board of directors and I are honored to have Osborne join the Smarter Remarketer leadership team in such an important role,” said Howard Bates, CEO of Smarter Remarketer. “We believe he will have a tremendous positive impact on the success of the company. With his more than 16 years of successful experience in high growth SaaS-based marketing technology companies, all of which serve similar customers to ours, he is an excellent addition.”
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The RealReal has seen rapid growth over the past few years, due to consumers’ growing appetite for luxury goods. Recently, the RealReal gave theRetail TouchPointsteam a tour of their new warehouse in Secaucus, NJ. In this episode of TouchPoints TV, Natalie Seufferlein, spokesperson for the RealReal, discusses the company’s growth, plans for the new facility and how the company will get front-and-center during the holiday season.
TXT e-solutions, a provider of retail planning solutions for luxury, fashion and consumer sectors, has appointed Jean-Philippe Vorsanger as the company’s new SVP and COO of North American operations. In his new role, Vorsanger will help TXT e-solutions expand the business nationwide.
With more than 20 years of experience in the retail, technology and supply chain industries, Vorsanger will be responsible for growing market presence in the U.S., generating opportunities within the existing customer base and continuing to secure successful relationships with clients. He also will manage operations, including management of the consulting, professional services and customer support teams.
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Only 16% of businesses believe they have a highly effective loyalty program, according to a recent survey conducted by the International Institute for Analytics (IIA) and commissioned by SAS.
More than half (56%) of respondents said they use a customer retention rate metric to measure loyalty program success, while 27% calculate customer lifetime value. Only 54% of organizations said they could calculate the revenue impact of their customer loyalty programs.
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When consumers access a customer service channel, they crave relevant information that will guide them to the right purchase, regardless of the device they’re using to shop.
Web Self-Service from Moxie is a mobile-optimized knowledge solution designed to allow retailers to engage consumers by providing them with relevant and consistent information across all touch points.
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The 2014 holiday season will be one of the shortest on record, with only 26 shopping days existing between Thanksgiving and Christmas Day. This number is just one more than the 2013 season, and a whopping five days shorter than in 2012. Because of this tight window, holiday shoppers will be more hurried and frantic, which means that your online business will likely encounter an influx of customer service inquiries.
As we approach what’s projected to be the most lucrative holiday season in ecommerce history, it’s imperative that you equip and prepare your small shop to deliver exceptional customer service. The good news is that it takes just a little bit of planning and elbow grease – to help out, take a look at these areas of focus to spread that holiday cheer.
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Retailers looking to boost mobile performance and conversions not only are encouraged to constantly refine and optimize their site designs, but also develop mobile apps that are compelling and easy for customers to use.
To simplify the app development process, SiteSpect released Mobile:iOS SDK, which is designed to enable retailers to perform A/B testing and behavioral targeting for iOS apps. The solution complements the SiteSpect web and mobile optimization platform and can integrate into any iOS app.
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Big changes are underway at the world’s largest big-box chain. Wal-Mart will be rolling out a more personalized e-Commerce site in 2015, which they promise will “make shopping easier and simpler for customers.” Pulling weather, location and purchase history to generate user-specific home pages, the new feature will allow Wal-Mart to face off with that other retail juggernaut, Amazon.
Of course, Amazon is generally undaunted by competitive moves — the e-retailer has first-mover advantage. With its growth strategy of commerce-first + commerce-meets-physical, Amazon is already embracing the inherent nimbleness and rich data-driven model of a digitally native company, implementing “last mile” channel deliveries such as local depots for click-and-collect.
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As many individuals, businesses and organizations have discovered, the Voice of the Customer (VoC) is coming through loud and clear today. Consumers have never had more platforms, or handier tools, for amplifying their delight — or their disgust — with products, services, campaigns and causes.
It’s essential that retailers tune in to these multiple “broadcasts.” Even more important is tying what they learn to specific actions, letting shoppers know that they are indeed being heard and heeded. The rewards from well-executed Social Customer Experience Management (CEM) are larger measures of loyalty from customers than ever before.
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