Industries Served

Retail

Started in October 2017, as an industry-specific deep dive into consumers’ perceptions of the most prominent retailers in the country.

Retail

C-CUBESTM Retail Benchmark?

  • Started in October 2017, as an industry-specific deep dive into consumers’ perceptions of the most prominent retailers in the country.
  • Over 6,000 customer responses across North America and growing
  • Benchmark performance for top-50 retailers (national and regional).
  • Respondents also rate retailers on industry-specific issues, and specific shopping habit responses (e.g., extent of online and mobile shopping, Thanksgiving day shopping etc.)
  • C-CUBESTM researchers have developed a demonstrable statistical link between overall customer satisfaction scores from the C-CUBESTM Retail Benchmark and financial performance such as sales, EBITA, margins and pricing power.

Why use C-CUBESTM Retail Benchmark?

  • Compare firm’s performance on loyalty drivers and overall customer satisfaction relative to industry and aspirational benchmarks
  • Obtain leading insights into retail trends such as online and mobile shopping, show-rooming, and holiday shopping.
  • Determine key strategic areas to performance and position themselves against close competitors and best-in class firms.
  • Simulate tangible financial performance improvements resulting from targeted initiatives in key strategic areas.

Research Articles

B2B: Research ArticlesEducation: Research ArticlesEnergy: Research ArticlesResearch ArticlesRetail: Research Articles

Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance: What 30 Years of Research Tells Us

CARLY FRENNEA AND VIKAS MITTAL The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm-level outcomes in a meta-analytic framework. Overall, the results point to positive associations between CS and customer behaviors, financial performance, and shareholder value. However, the magnitude of the relationship between CS and firm-level outcomes is smaller than that between CS and customer-level outcomes. Moderator analysis shows substantial variability in the effect sizes reported across customer-level studies, which can be partially attributed to contextual factors and measurement characteristics. The authors conclude with a discussion of the theoretical and managerial implications of these…
February 20, 2018
B2B: Research ArticlesEducation: Research ArticlesEnergy: Research ArticlesResearch ArticlesRetail: Research Articles

Four Fatal Flaws of Strategic Planning

EDWARD A. BARROWS JR. Strategy execution is drawing a lot of attention these days, but that in no way means companies have abandoned their time-tested strategic planning processes. In fact, as far as management tools are concerned, strategic planning is as popular as ever, with 88% of large organizations engaging in some form of formal strategic planning, according to Bain & Company’s global 2007 Management Tools and Trends survey. This number may still be on the rise as economic conditions force companies to search for new ways to jump-start business growth. Barrows, Edward. "Four fatal flaws of strategic planning." Harvard…
February 20, 2018
B2B: Research ArticlesEducation: Research ArticlesEnergy: Research ArticlesResearch ArticlesRetail: Research Articles

Customer-Centric Org Charts Aren’t Right for Every Company

JU-YEON LEE, SHRIHARI SRIDHAR AND ROBERT W. PALMATIER The new conventional wisdom on corporate structure is that companies can do better by organizing themselves around customer groups. The logic sounds compelling: A customer-centric structure, as the approach is known, can help a company understand its customers better, develop deeper relationships with them, and improve customer satisfaction. Some 30% of Fortune 500 firms, including Intel, Dell, IBM, and American Express, are already on board, and the numbers are growing all the time. READ MORE
February 20, 2018

Press Features

Consumers See Many Brands Through Political Lens

April 12, 2018

The Unequal Effects of Partisanship on Brands

March 26, 2018

Why is everyone so ’embattled’ right now?

November 29, 2017

Investors Look to Retailers to ‘Rightsize’

February 8, 2017

Customer-based Strategies for Raising Prices

November 8, 2016

Why Do Consumers Pay More? Rice Research Finds the Surprising Effect of Consumer Local Identity

October 25, 2016