DailyFinance.comhttp://www.dailyfinance.comDailyFinance.comhttp://o.aolcdn.com/os/df/2013/img/2-dailyfinance_logo_m.pngDailyFinance.comhttp://www.dailyfinance.comen-usCopyright 2013 Weblogs, Inc. The contents of this feed are available for non-commercial use only.Blogsmith http://www.blogsmith.com/IBM's Watson: Finally, a Customer Service Agent We Can Lovehttp://www.dailyfinance.com/2013/05/23/ibm-watson-customer-service/http://www.dailyfinance.com/2013/05/23/ibm-watson-customer-service/http://www.dailyfinance.com/2013/05/23/ibm-watson-customer-service/#commentsFiled under: , ,

IBM Watson
AOL / Alamy
For years, people have chafed at having to deal with automated customer-service phone systems, complaining that they'd rather speak with an actual human. Now one of the most famous robots in the world is getting into the call-center game -- and cranky consumers should be thrilled.

The robot in question is Watson, the IBM (IBM) creation that wowed audiences by appearing on "Jeopardy" and totally dominating a couple of the show's returning champions. Since then, the company has touted the computer's potential applications to other fields, including health care and investing.

On Tuesday the company announced the IBM Watson Client Engagement Advisor, which will use Watson's smarts to power customer-service interactions.

In a press release, IBM explains that the new product "is a first of a kind system designed to help customer-facing personnel assist consumers with deeper insights more quickly than previously possible." It goes on to note that it can either provide human customer service agents with data-driven solutions, or interact directly with consumers.



If you've ever found yourself cursing out an automated assistant, that latter application may have you thinking that this is just another way for companies to replace humans with machines and save a few bucks at the customer's expense. But Watson goes well beyond the simple systems currently in use, which use preprogrammed responses to direct your call to a human assistant. Remember what made Watson successful on Jeopardy: a combination of encyclopedic knowledge and the ability to understand regularly phrased questions.

An automated assistant might be programmed to listen for a key phrase -- "account activation" or "bill pay," for instance -- and direct you to the appropriate human. By contrast, Watson can carry on a conversation in normal human speech, so it might be able to understand you when you say, "I need to pay my bill, but I can't find my account number." And unlike a human representative, who might lack knowledge of a specific issue and need to transfer you to a colleague, Watson would boast the combined knowledge of every customer service associate in the company -- and then some.

Recently Discover has run a series of ads touting the fact that you get live, human representatives when you need customer service. "Well, that's good," says a customer in one commercial, upon discovering a human on the other end of the line. "Cause I don't have time for machines."

If it's the machine that schooled Ken Jennings in "Jeopardy," though, you might start to think otherwise.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: When Customer Service Goes Viral: The Good and the Bad

The impact of social media complaintsJoshie's VacationThe N-Control MeltdownPicard Loses His Will to Live

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]]>customer serviceibmibm watsonibm watson client engagement advisoribm watson customer serviceMatt BrownellThu, 23 May 2013 11:15:00 ESTKmart's 'Ship My Pants' Ad Sequel Promises 'Big Gas Savings'http://www.dailyfinance.com/on/kmart-big-gas-savings-ad-viral/http://www.dailyfinance.com/on/kmart-big-gas-savings-ad-viral/http://www.dailyfinance.com/on/kmart-big-gas-savings-ad-viral/#commentsFiled under: , , ,

Kmart big gas problem
YouTube.com
Last month Kmart (SHLD) scored a big viral hit with its naughty-sounding "Ship My Pants" ad. Now it's out with another ad that promises some big gas savings.


The joke, of course, is the same (they're swearing, but not really!), and once again the execution is pitch-perfect. We especially enjoyed the end, when bystanders marvel at a "big gas truck" and a "big gas man" -- only for the ad to reveal a big fuel tanker driven by a freakishly tall man.

And as with the last ad, this one gets its message across nicely: That you can save 30 cents per gallon at select gas stations by becoming a member of Shop Your Way Rewards, Sears' (SHLD) and Kmart's free rewards program. That's a fantastic deal, especially as gas prices tick upwards ahead of the Memorial Day weekend. Still, the deal comes with a big-gas caveat: You can only get the discount if you spend $50 or more at Kmart. Once you've done so you'll get a coupon, which can only be applied at BP (BP) or Speedway (MPC) stations.

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The fine print on the deal goes on to note that you're limited to a single fill-up, and there's a limit of 20 gallons at BP and 15 gallons at Speedway. And if you're using it at Speedway, note that you have to be a Speedway Rewards member to get the discount.

In any case, the new ad is great, though it might not be the runaway success that "Ship My Pants" was. That ad has racked up more than 17 million views on YouTube, an incredible number for a company that doesn't have a tradition of churning out viral content. Still, if the new commercial gets even a reasonable fraction of those views, it will still be a big-gas success for Kmart's marketing department.

Here's the old ad, in case you'd forgotten. Which do you think is better?


Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>advertisinggas priceshow to save on gaskmartkmart big gas savingskmart ship your pants adretailrewards programship my pantsMatt BrownellThu, 23 May 2013 11:05:00 ESTAmazon to Turn Fan Fiction into a Money Maker with Kindle Worldshttp://www.dailyfinance.com/on/amazon-fan-fiction-kindle-worlds/http://www.dailyfinance.com/on/amazon-fan-fiction-kindle-worlds/http://www.dailyfinance.com/on/amazon-fan-fiction-kindle-worlds/#commentsFiled under: , , ,

Featured authors of Amazon's new fan fiction books [from left to right] A.R. Kahler, writing in The Vampire Diaries, Joseph Brassey, writing in The Vampire Diaries, Trish Milburn, writing in The Vampire Diaries, and Nancy Naigle, writing in Pretty Little Liars.
Amazon.comFeatured authors of Amazon's new fan fiction books [from left to right] A.R. Kahler, Joseph Brassey, and Trish Milburn, writing in "The Vampire Diaries," and Nancy Naigle, writing in "Pretty Little Liars."
Are you such a big fan of "The Vampire Diaries" that you write your own stories about the denizens of Mystic Falls? Well, Amazon (AMZN) wants to publish your work -- and it wants to see you get paid for it. The company announced Wednesday that, for the first time, authors will be able to make money on their fan fiction under a new venture it's calling Kindle Worlds.

Fan fiction describes that under-appreciated genre of writing in which amateur authors make use of an already-established fictional universe, often from a TV or book series. At heart, it has always been a way for devoted fans to explore and share "what if" questions about their favorite characters -- sometimes filling in background, other times going far outside the established canon: What does Hermione do on summer vacation? What if Buffy got turned into a vampire? What if Admiral Adama and President Roslyn met The Doctor from "Doctor Who"?

But few have seriously asked the question: What if we could make a little cash off this? And with good reason: The authors and owners of those universes have tended to frown on it. For example, J.K. Rowling has said she's "flattered" by Harry Potter fan fiction, but added that she wanted to ensure that Potter fan-fic remained a "non-commercial activity."

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Amazon Publishing's announcement Wednesday morning may signal a shift in that thinking.
Amazon has licensed the rights to three book series, all of which have spawned television shows: "Gossip Girl," "Pretty Little Liars" and "Vampire Diaries." That clears the way for fan fiction that can actually be sold commercially, rather than simply being traded on fan forums.

"Through these licenses, Kindle Worlds will allow any writer to publish authorized stories inspired by these popular Worlds and make them available for readers to purchase in the Kindle Store," Amazon says in a press release. It goes on to explain that both the rights holder and the author will make royalties from published works, with the fan fiction author getting 35% of net revenue for works over 10,000 words. Short stories between 5,000 and 10,000 words will cost under a dollar, with authors getting 20% of net revenue.

The Kindle Worlds store will launch next month with 50 commissioned works, and at that point, the self-publishing platform will open up to the general public.

Given the popularity of the three licensed properties, Amazon can expect a lot of submissions. On the "Vampire Diaries" section of FanFiction.net, authors have posted more than 17,000 works, and we're sure many of those authors would love to have the opportunity to get paid for their work. And fans of other fictional universes may also get the same opportunity, as Amazon says it plans to continue adding more licenses.

While we imagine that only a small fraction of fan-fiction works will make any real money through Kindle Worlds, it's easy to see why Amazon wants to get into this business. The "Fifty Shades of Grey" series started out as fan fiction based on the "Twilight" series, though it was able to be commercially published because it diverged from the "Twilight" universe in its characters and setting. The runaway success of that series has obviously convinced many in the publishing industry that there's some talent lurking on those fan-fiction forums.

Now Amazon is going to find out if it can monetize that talent.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>amazon fan fictionamazon publishingamazon.comfan fictionfanfiction.netFifty Shades of Greygossop girl fanfictionHarry PotterJ. K. Rowlingkindle worldsPretty Little Liarspretty little liars fanfictionStar TrekTwilightvampire diaries fanfictionMatt BrownellWed, 22 May 2013 16:34:00 EST3 T-Shirts for $7: The Risks and Rewards of Buying 'Irregular'http://www.dailyfinance.com/on/buy-irregular-clothes-saving-money/http://www.dailyfinance.com/on/buy-irregular-clothes-saving-money/http://www.dailyfinance.com/on/buy-irregular-clothes-saving-money/#commentsFiled under: , ,

Pack of Hanes ShirtsI'd been meaning to buy some new undershirts, so when I happened to see that the dollar store near my apartment was selling packs of Hanes V-necks, I decided to check it out. I was startled to find that a three-pack of shirts came to just $7. By comparison, the same package costs $12 at my local Kmart (SHLD).

Then I looked next to the price tag, where another label had been affixed: SLIGHTLY IMPERFECT.

Well, aren't we all, I thought. I slapped down $7 and brought home my new shirts to see what constituted "slightly imperfect."

Pack of Hanes Shirts One shirt had a random seam a couple of inches in length placed on the front of the shirt; either it had been torn and repaired, or else a screw-up in the manufacturing process put some extra stitching into it. Another shirt had a similar stitch in the middle of the back. The third had a few spots of what appeared to be a rust stain, though I've yet to see if it will come out in the wash.

I'm happy with my purchase. They are, after all, undershirts: They won't be seen by the general public, and none of the imperfections had any impact on the fit or comfort. They won't be appearing in any commercials with Michael Jordan, but they'll fit nicely in my top dresser drawer between my underwear and my socks.

Everyone knows that you can save money by purchasing used clothes, either at secondhand stores or on websites like eBay. But irregular or imperfect clothes represent another category of savings: Merchandise that's new, but which came out of the factory looking a little bit off. It might be something as innocuous as a double stitch on a sleeve, or it could be a manufacturing error which led to a shipment of pants that don't have quite the intended fit.

Manufacturers label these screw-ups accordingly, then ship them off to discount retailers that don't mind selling rejected clothes. RG Riley, a wholesale distributor of closeout merchandise and "hand-graded irregulars," says that it sells to a range of retailers, from dollar stores to drugstores to your local Goodwill Store.

Since an item can be marked irregular for a variety of reasons, employing this strategy comes with a bit of risk. Melissa Massello, editor-in-chief of Shoestring Magazine, says she remembers buying a pair of "irregular" J.Crew jeans from an outlet store as a teenager.

"The seam on the zipper was a little crooked," she recalls. "I got them for $20 because they were irregular, but they didn't fit like they were supposed to."

So if you're buying clothes from a discount retailer and see that an item is marked "irregular," "damaged" or "imperfect," you'll want to inspect it and try it on before you buy. If the flaw isn't something you can live with, Massello says that you'll want to determine whether the time and money it will take to fix it -- either by patching it yourself or taking it to a tailor -- is worth the discount.

Of course, you don't always have that option: The undershirts I bought were sealed in a package, so I didn't know what was wrong with them until I got them home. That makes it a bit of a crap shoot, but the good news is that most packaged items tend to be cheaper clothes like socks and underwear. So if I'd gotten them home and discovered that those undershirts weren't even fit to wear under another shirt, I would only have been out $7.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Photos by Matt Brownell

Gallery: Your Food Bill is Going Up: Ways To Save In The Grocery Aisle

1. Avoid prepackaged goods2) Make your own hamburger patties3. Read the fine print on the sticker price4. Be organic savvy5. Tap social media deals


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]]>discount clothesDollar Storeshow to save moneyirregular clothessavingsexperimentshoppingslightly imperfect clothesMatt BrownellWed, 22 May 2013 11:17:00 ESTThe First Cyber Monday Sale of 2013 Has Arrived -- in Mayhttp://www.dailyfinance.com/on/officemax-first-cyber-monday-sale-2013/http://www.dailyfinance.com/on/officemax-first-cyber-monday-sale-2013/http://www.dailyfinance.com/on/officemax-first-cyber-monday-sale-2013/#commentsFiled under: , ,

Office Max
Office Max
"Christmas Creep" has officially been taken to a new extreme.

After years of watching Black Friday sales move into Thanksgiving week and Christmas commercials appear earlier and earlier in the year, OfficeMax (OMX) decided to just go ahead and hold its first holiday sale in May.

The retailer sent around an email to subscribers this week announcing a countdown to its "Halfway to Cyber Monday" sale. The sale -- first noticed by Consumerist -- has now begun, promising online discounts of up to 75% and a printable coupon for $10 off $40. It's plugging the sale with the tagline, "Deals so hot, it's like Cyber Monday."

Cyber Monday, of course, is e-commerce's answer to Black Friday, and takes place every year on the Monday after Thanksgiving. Evidently the idea here is that Cyber Monday is six months away (though that's not exactly true -- Thanksgiving doesn't come until Nov. 28 this year, so Cyber Monday technically doesn't come until Dec. 2).

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Of course, this doesn't mean that OfficeMax is actually trying to kick off the Christmas shopping season in May. This is obviously nothing more than a marketing gimmick attempting to play off the increasingly popular Cyber Monday brand, so we don't expect we're going to see OfficeMax running Christmas sales from now until Dec. 25. (With that said, some companies are indeed talking about Christmas already -- last week, TicketMaster started selling tickets for the annual Radio City Music Hall Christmas spectacular.)

This isn't the first time a company has tried to use the "Cyber" brand well before Christmas: Last year, Costco declared a week in August as "Cyber Summer." If OfficeMax's promotion is successful, we fear that every online sale may soon deem itself "cyber" and run the word into the ground.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>black fridaychristmas creepchristmas in maycyber mondaycyber monday 2013holiday shoppingofficemaxMatt BrownellTue, 21 May 2013 12:30:00 ESTWhich Stores Price-Match Their Own Websites - and Which Ones Won'thttp://www.dailyfinance.com/on/retailers-price-match-own-websites/http://www.dailyfinance.com/on/retailers-price-match-own-websites/http://www.dailyfinance.com/on/retailers-price-match-own-websites/#commentsFiled under: , , , , ,

Walmart stores Price matching policy
Getty Images
After years of watching "showrooming" customers check out products in their stores and then leave to buy them online, Target (TGT) and Best Buy (BBY) took bold steps to stem the tide: Earlier this year they changed their price-matching policies to include online competitors like Amazon.com (AMZN).

But not every retailer is so progressive. Most major retail chains will only price-match local competitors, refusing to match online sellers. And a few retailers won't even price-match their own websites: If that blender is $30 at your local Walmart but you find it on Walmart.com for $25, don't expect to get the cheaper price in the store.

Shopping site Cheapism.com recently compiled the price-match policies of eight major retailers and visited store locations to see how well the front-line employees complied with the corporate policy. As part of their survey they also looked into which retailers price-matched their own sites.

The results were noteworthy. Of the eight retailers surveyed, Cheapism found that Target, Best Buy and Sears (SHLD) all explicitly say that they will price-match their own websites. Another two retailers, Lowe's (LOW) and Home Depot (HD), weren't explicit in their policies, but store employees told Cheapism reporters that the stores would indeed price-match lower prices online.

That leaves J.C. Penney (JCP), Walmart (WMT) and Kohl's (KSS), all of which explicitly refuse to price-match their own websites in cases where the online price is lower.

Walmart explains on its website that "our stores will not match prices with our online store (or other online stores) because we do not consider them to be in competition with our retail stores." While the idea that Walmart doesn't consider Amazon a competitor beggars belief, we suppose it's technically true that Walmart.com wouldn't be considered a Walmart competitor.

When we asked J.C. Penney about its policy, a company spokesperson said, "We strive to keep jcp.com and in-store prices similar, but if an online item does not sell as quickly as it does in store, it may reflect a clearance discount."

Kohl's did not respond to a request for comment.

A Workaround for Shoppers

If you're shopping at one of these retailers and find a price differential with a shopping app, then you're not completely out of luck. A few months ago, I found a slow cooker at Kmart for $35, but discovered with my smartphone app that it was available for just $18 on Kmart.com. Since I wasn't sure if Kmart price-matched its own site (as it turns out, it does), I just ordered it with my phone and selected the free store-pickup option; I was able to get it an hour later.

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And that's exactly what Cheapism editor-in-chief Kara Reinhardt recommends people do if they find such a price differential in Walmart or J.C. Penney. Both stores allow you to order online and pick up at the store for free, though delivery may take a few days if the retailer is actually shipping the product from a warehouse instead of just taking it out of the stockroom. It's up to you to decide whether waiting a few days and then driving back to the store is worth whatever you're saving.

This isn't an option at Kohl's, as it does not offer site-to-store pickup. So if you find a better price on Kohls.com, your only option is to pay to have it shipped to you.

While it's good that J.C. Penney and Walmart provide this workaround, we're not crazy about the fact that consumers who want to get either retailer's best price have to jump through hoops.

Still, whether a retailer chooses to price-match its own site is just one small part of the equation when it comes to assessing the policy. You also need to consider how long after purchase you can bring the item back for a retroactive price adjustment; which items and competitors are excluded; what sort of proof of the competitor's price you need to furnish; and how well the front-line employees comply with the corporate policy.

Cheapism considered all that in putting together a rough ranking of the eight retailers' price-match policies. For the full rundown of when those stores will and won't price-match, see our gallery below.

Gallery: Stores That Price Match

Will They Beat That Price?Top Tier: TargetTop tier: J.C. PenneyTop Tier: Lowe'sMiddle Tier: Home Depot


Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>best buy price match policyCheapism.comJ. C. Penneyjcpenney price matchprice matchingretailshoppingshowroomingtarget price matchwalmart ad matchwalmart site to storeMatt BrownellTue, 21 May 2013 05:00:00 ESTWhy Your Facebook Account Is More Secure Than Your Bank Accounthttp://www.dailyfinance.com/on/bank-security-two-factor-authentication/http://www.dailyfinance.com/on/bank-security-two-factor-authentication/http://www.dailyfinance.com/on/bank-security-two-factor-authentication/#commentsFiled under: , , ,

Earlier this month, federal prosecutors unsealed an indictment charging several men with bank theft on massive scale. According to prosecutors, the thieves loaded stolen account data onto magnetic stripe cards, which they then used to steal $45 million from ATMs around the world.

As financial institutions reconsider their security procedures in the wake of the breach, much of the attention will naturally fall on America's reliance on magnetic-stripe cards, instead of the more secure chip-and-PIN (also called EMV) cards used in other parts of the world.

While they're at it, though, the banks should also consider another big security black eye: The fact that it's easier to hack into your bank account than it is to crack your Facebook account.

Protecting Us From Ourselves

It's a fundamental truth of network security that no system can ever be truly safe from intruders. That's because of one universal weak point: the user. As long as people insist on opening phishing emails, picking weak passwords and leaving their PCs unprotected from malware, hackers will find a point of entry.

So recent innovations in online security have focused on solutions that protect consumers from themselves.

One such solution is two-factor authentication, which aims to protect users even if their log-in information has already been stolen. It typically involves sending a second, temporary passcode to your mobile phone, on the assumption that whoever managed to snag your password probably doesn't have access to your phone too. Facebook and Google have both implemented two-factor systems in recent years.

The majority of banks have yet to follow suit.

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Javelin Strategy & Research, which consults for the financial services industry, surveyed the top 25 largest financial institutions and found that just eight let users set up "out-of-band" authentication on their phones. While that list includes large institutions like Bank of America, Citibank, JPMorgan Chase and PNC, that still leaves another 17 banks that haven't gotten on board, including Capital One, HSBC and TD Bank.

"When we have better security for our Facebook and Gmail, maybe it's time for the banks to step up," says Chester Wisniewski, security researcher for Sophos. "Consumers are genuinely surprised that it's easier to log into your bank than it is your Facebook."

Banks that don't offer two-step authentication will usually attempt to verify your identity by prompting you to answer security questions that you set when you initially created your account. But those questions -- including your mother's maiden name and the name of your favorite pet -- have been criticized as ineffective in the age of social-media oversharing.

"If and when [users] register secret questions with financial institutions, they should not be putting the answers on social media," says Shirley Inscoe, a banking industry analyst for the Aite Group. "A lot of banks are discontinuing the use of those secret questions because bad guys are able to find the answers."

Locks on the Door, Motion Detectors in the Vault

If the bad news is that many banks are behind the times when it comes to preventing access to your accounts, the good news is that log-in security procedures aren't the only lines of defense against fraud.

"You have to assume that [intruders] are going to gain access, so you need a platform of protection that works up against that reality," says Terry Austin, CEO of Guardian Analytics.

Much like the procedures that credit card issuers use to detect card fraud, Guardian builds a profile of how you typically use your online banking account; it can then detect when your account is being used in a way that you don't usually use it. Common giveaways that trip the alarms can range from unusually large transactions to simply navigating to a part of the site that you've never used before.

Even if the algorithms don't stop thieves from making off with your cash, consumers still have one last line of defense: Federal regulations say that in most cases, consumers are not liable for fraudulent transactions on their account.

Still, if someone cleans out your account and you have to wait a week or more to get your funds back, it's a huge disruption to your life. And since the financial institution will incur the cost of the fraud, they too have a clear incentive to stop fraud before it starts.

So that brings us back the original question: If Facebook and Gmail can offer account holders two-step authentication, why have several major banks failed to follow suit with so much money at stake?

Convenience vs. Security

Wisniewski says it's partly a matter of banks not wanting to hinder the convenience of online banking by introducing another barrier to entry -- no bank wants to be the first to make it harder for customers to log into their accounts. Even banks offering two-step log-in don't do so as a default. Bank of America, which was named best in class by Guardian's security report, made me click around a bit before I could find and enable the feature.

And I'm security savvy. The people who need extra security the most -- the careless types who reuse passwords and leave their PCs unsecured -- are the least likely to put enhanced features in place. "If banks make it optional," Wisniewski observes, "the people who don't need it will be the only ones who use it."

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>bank fraudbank securityCitigroupcybersecurityFacebookfacebook securityFinanceGoogleHSBC Holdings PLCidentity theftJPMorgan ChaseTerry Austintwo-factor authenticationMatt BrownellMon, 20 May 2013 05:00:00 ESTWhy Taco Bell and Popeyes Want to Serve You Breakfasthttp://www.dailyfinance.com/on/waffle-taco-bell-popeyes-breakfast/http://www.dailyfinance.com/on/waffle-taco-bell-popeyes-breakfast/http://www.dailyfinance.com/on/waffle-taco-bell-popeyes-breakfast/#commentsFiled under: , , ,

Waffle Taco
Taco Bell
Even by Taco Bell's (YUM) wacky standards, its latest product is a head-scratcher: The "Mexican-inspired" fast-food chain is currently in the midst of testing a waffle taco.

The waffle taco -- which is exactly what it sounds like -- is part of Taco Bell's recent test of breakfast offerings, which for now is restricted to locations on the West Coast. But Taco Bell is not the only chain trying to challenge McDonald's (MCD) in the fast-food breakfast game. A number of other quick-serve chains have dipped their toes in the water in recent years: Now Subway, Wendy's and even Popeyes are aiming to be your first stop of the day.

So why are chains best known for tacos and fried chicken trying so hard to serve you breakfast? In short, it's because breakfast represents a mostly untapped growth opportunity.

"It's the last unoccupied territory," says Scott Hume of BurgerBusiness.com, which tracks the fast-food industry. "Its not just breakfast -- it's the same reason you see chains extending hours. You go anywhere that there's potential customer traffic and sales."

That was basically the rationale that Taco Bell CEO Greg Creed gave for the push into breakfast, telling a restaurant industry conference that selling food during more of the day would help drive sales. Taco Bell has already had success moving into new "dayparts" with its late-night "fourthmeal" push; if it can likewise come up with new menu offerings that will allow it to sell food in the morning, it would be crazy not to try.

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Sales figures vindicate this strategy. Hume says that while industry sales growth has remained largely stagnant of late, breakfast has been the sole exception; according to the NPD Group, breakfast accounts for 92% of traffic growth in the industry over the last five years.

But just because it's a traffic opportunity doesn't mean that it's easy to pull off -- Wendy's, for instance, has repeatedly failed to make inroads in the breakfast market. Hume says that whether a chain succeeds at breakfast depends a lot on well-positioned drive-through locations and menu offerings that can be consumed on the go -- like breakfast burritos, for instance.

One way or another, we'll see whether any of these newcomers can crack the Egg McMuffin's grip on mornings. Because right now, for the fast-food industry, breakfast is the most important meal of the day.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: Taco Bell's Cool Ranch Dorito Taco is Just the Latest 'Frankensnack'

Krispy Kremes and Oreos: The Cookies & Kreme DoughnutDomino's and Oreo Cookies: The Candy Corn OreosPizza and Beer: Mamma Mia! Pizza BeerLay's Chicken and Waffles Chips

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]]>fast food breakfastfast food industrypopeyes breakfastquick serve restaurantssubway breakfast menutaco bell breakfasttaco bell waffle tacoMatt BrownellFri, 17 May 2013 16:00:00 ESTWalmart Blames Taxes, Weather as Sales Fallhttp://www.dailyfinance.com/on/walmart-first-quarter-earnings/http://www.dailyfinance.com/on/walmart-first-quarter-earnings/http://www.dailyfinance.com/on/walmart-first-quarter-earnings/#commentsFiled under: , ,

walmart store shoppers in Paramount, Calif.
Frederic J. Brown, AFP/Getty Images
Walmart reported weaker-than-expected sales figures Thursday morning, sending shares falling in early trading.

Total revenue in the first quarter came in at $114.2 billion, up just 1% over last year and short of analyst expectations. And the all-important comparable stores metric likewise holds bad news: Same-store sales actually fell 1.4% versus the same period last year.

The poor sales don't come as a complete shock. Last quarter's sales likewise came in a bit lower than expected, and same-store sales rose just 1%. Walmart predicted at the time that sales would remain flat through the remainder of the quarter, blaming the expiration of the payroll-tax holiday and delays in tax refunds for softening customer spending. This morning's report echoed that line, noting that "Comp sales performance was impacted by a delay in income tax refund checks, challenging weather conditions, less grocery inflation than expected and the payroll tax increase."

Walmart Stores (WMT) CFO Charles Holley said in the earnings release that he expects the second quarter to likewise be "challenging," with same-store sales projected somewhere between flat and a 2% increase.

Notably, this morning's earnings reports also announced a price increase in membership fees for Sam's Club, Walmart's big-box chain.

"As of May 15, Sam's Club increased its membership fee to $45 nationwide for both Advantage and Business base memberships, reflecting a $5 and $10 increase, respectively," the company announced. "The fee for Plus membership remains $100."

This is the first price increase for Sam's Club since 2006.

The report comes amid a troubled time for the retailer and its CEO, Mike Duke. The company is still dealing with the fallout from bribery scandals in Mexico and other international markets, and it notes in Thursday's release that legal expenses stemming from those issues are expected to cost the retailer between $65 million and $70 million.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: America's Most Popular Stores

10. Target9. Taco Bell8. CVS7. Walgreens6. Wendy's

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]]>Mike Dukeretail stockswalmartwalmart briberywalmart earningsWalmart Mexicowalmart salesMatt BrownellThu, 16 May 2013 08:15:00 ESTJ.C. Penney's New Logo: Will Its Fourth in Four Years Be the Charm?http://www.dailyfinance.com/on/jcpenney-new-logo/http://www.dailyfinance.com/on/jcpenney-new-logo/http://www.dailyfinance.com/on/jcpenney-new-logo/#commentsFiled under: , , ,

JCPenney Logo
DailyFinance
Lately, it seems the only constant at J.C. Penney (JCP) is change, so it probably shouldn't come as a surprise that the retailer is once again switching up its logo.

Business Insider noticed that J.C. Penney's apology ad from earlier this month -- which has since been pulled from circulation -- featured a different logo than we'd seen before.

The article also notes that this all-lowercase "jcpenney" logo likewise appears on the company's latest print material.

If this is indeed the new logo (there's been no official announcement from the company, and the logo hasn't been changed on the website), then it will be replacing the "jcp" logo that kicked off Ron Johnson's ill-fated tenure as CEO. That logo, in turn, replaced the "JCPenney" logo that put the first three letters in a box, which in turn replaced the box-less "JCPenney" logo.


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There's a clear progression in those first three logos, with each successive logo placing more and more emphasis on "JCP" until the company name was finally boiled down to those three letters. Now that Johnson's gone, the company seems to be backtracking and making a return to the full name.

Whatever the reason for the shift, erratic branding certainly isn't helping the retailer. By our count, the company has now had four logos in as many years, which means that as soon as one logo starts to stick in your head, it suddenly gets thrown in the dumpster and replaced. And Business Insider cites E-Poll Market Research, which found that recognition of the brand dropped every time J.C. Penney switched to a new logo.

The "new" logo is a lot closer to the old, pre-Johnson one, so maybe this is just the latest attempt to roll back recent innovations and make the retailer more recognizable to its core customers.

But if management wants a logo to stick in the heads of those customers, maybe they should stay with it for more than a year.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: J.C. Penney Says 'We're Listening.' Here's Who They Should Listen To

Take it Easy With the Coupon ComebackCoupons are Tough for Employees, TooYour Customers Aren't All SkinnyBring Back the CatalogsMobile Checkout Is Confusing

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]]>j.c. penneyjc penneyjc penney new logojcplogorebrandingretailron johnsonMatt BrownellWed, 15 May 2013 16:54:00 ESTDon't Call It a Pawnshop: Where the Rich Go for Quick Cashhttp://www.dailyfinance.com/on/upscale-pawnshop-borro-collateral-loans/http://www.dailyfinance.com/on/upscale-pawnshop-borro-collateral-loans/http://www.dailyfinance.com/on/upscale-pawnshop-borro-collateral-loans/#commentsFiled under: ,

Borro
Borro
Paul Aitken, founder and CEO of Borro, doesn't like to refer to his company as a pawnshop.

"We're more similar to a private bank than a pawnbroker," he says in response to the "p" word.

Borro CEO
Paul Aitken, founder and CEO of Borro
Still, the business model is akin to that of a pawnshop: People who need quick cash come to Borro with valuables and put them up as collateral for a loan. When they're ready to pay back the loan, they get their items back.

But you won't see anyone bringing in their old guitar from college so they can borrow a hundred bucks to get through to their next paycheck. Instead, Borro offers loans that range from $1,000 to $1 million, and its clients are more likely to pawn a piece of fine art or a classic car and walk out with a five- or even six-figure loan.

Yes, the rich have cash-flow issues too.

"[Our clients] are high risk-takers -- they're self-employed or entrepreneurs, so their incomes are fairly erratic," says Aitken. "They're people who often have opportunities that need to be jumped upon quickly."



A typical Borro client, then, might be a serial entrepreneur who needs quick seed money for his next startup and decides he'd rather pawn a painting than try to sell assets or secure venture capital funding. One testimonial comes from celebrity tailor Michele Savoia, who used a classic motorcycle as collateral for a $5,000 business loan.

A full-time staff of appraisers evaluates Items, and clients can rest assured that their prized possessions will be taken care of: The company contracts with specialized facilities to store cars, wine and fine art, and will even polish jewelry and watches in its care.

Borro's success -- it has made loans totaling $75 million in the four years it has been in operation -- shouldn't come as any great surprise. The economic downturn has squeezed individuals and families who might not otherwise consider pawning, and banks aren't as liberal with their lending as they used to be. Meanwhile, the popularity of the History Channel's Pawn Stars has helped the practice enter the mainstream.

Taking advantage of this new normal have been online pawnbrokers like Pawngo, which serves up loans averaging $2,000 to middle-class clientele.

But if Pawngo is the destination of choice for the average family willing to hand over a modest jewelry collection or a nice watch to get a few thousand dollars, Borro is very much the choice of high rollers and upper-middle-class families. Here are a few of the items that Borro clients have put up for collateral, along with the loan amount:
  • Maserati Gran Turismo: $15,000
  • 1 KG bar of gold bullion: $30,000
  • Case of 1989 Chateau Petrus wine: $23,000
  • 14-ct diamond ring: $75,000
  • Custom 1958 Harley motorcycle: $5,000
Borro isn't the only pawnbroker targeting high earners: New York's Provident Loan Society offers loans up to $100,000, and Beverly Loan Company in Beverly Hills, Calif., bills itself as an "upscale collateral lender."

But even high rollers should be aware that the interest rate they'll pay on the loan might be tough to swallow. Borro offers interest rates of 2.99 percent to 3.99 percent per month, with a typical loan period of six months. In addition, fees to cover appraisal and other logistics range from 5 percent to 7 percent.

By way of comparison, credit card expert Beverly Harzog notes that that the average credit card carries an interest rate around 2 percent per month on a cash advance, and a transaction fee of about 3 percent to 5 percent.

That said, your credit limit might make it tough to swing a five-figure loan. If you've got good credit, another alternative is a personal loan from a bank, which Harzog points out has a much better rate.

Still, Aitken says, Borro's clients like the speed and simplicity they gain by skipping the bank.

"There's complexity in dealing with the bank, and a big time lag," he says, noting that the appraisal process is completed within a day.

Whether that speed and simplicity is worth the rate is up to you. But we suppose if you're rich enough to have a house full of expensive art, fine wine and classic cars, you might not care if you're paying a little bit more in interest.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.
---------------

Gallery: Ways to Get Rich Quicker

1. Start a New Business2. Create a Product3. Flip Real Estate4. Become a Landlord5. Go Viral With a Video

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]]>borropaul aitkenpawn brokerpawn shop for the richpawn shopspawn starspawn winepawngopawning artMatt BrownellWed, 15 May 2013 15:00:00 ESTJ.C. Penney is Done Apologizinghttp://www.dailyfinance.com/on/jcpenney-apology-ad-removed/http://www.dailyfinance.com/on/jcpenney-apology-ad-removed/http://www.dailyfinance.com/on/jcpenney-apology-ad-removed/#commentsFiled under: , , , ,

UNITED STATES - FEBRUARY 19: Myron E. Ullman, chairman and chief executive officer, J.C. Penney Co., speaks during a news conference in New York, U.S., on Tuesday, Feb. 19, 2008. J. C. Penney Company announced the launch of American Living, a new, comprehensive lifestyle brand created exclusively for JCPenney's classic traditional lifestyle customer by Global Brand Concepts, a division of Polo Ralph Lauren. (Photo by Robert Caplin/Bloomberg via Getty Images)
Robert Caplin/Bloomberg via Getty Images
Looks like J.C. Penney's big apology tour is already over.

Less than two weeks after publicly apologizing to disgruntled customers in a TV commercial, the retailer has released another ad thanking those same customers for coming back.

The ad, entitled "Thank You," sings the praises of J.C. Penney's customers, and then recounts how the retailers has backtracked on many of former CEO Ron Johnson's changes. The ad then reports that the wayward customers have returned.

"And now, we're happy to say, you've come back to us," says the ad. "We're speechless, except for two little words: thank you."

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How many of those customers have actually come back remains to be seen. The retailer's quarterly report is due out this week, and it will be at least another quarter before we start to get a clear picture of how its sales have fared since J.C. Penney abandoned its "fair and square" pricing strategy, brought back house brands like St. John's Bay, fired its CEO and apologized for his missteps. In the meantime, though, there are indications that things are looking up for the old-look JCP: Cleveland Research analysts said this week that the retailer is seeing a "significant" sales boost due to advertising and promotional activity.

Regardless of how the recovery is proceeding, though, one thing is clear: J.C. Penney feels like it has done enough apologizing.

Sure, it's still taking feedback on its Facebook page, and saying all the right things in response. But the commercial makes it clear that it sees its contrition as complete: It apologized, the customers came back, and now it's very grateful.

Gallery: J.C. Penney Says 'We're Listening.'

And here's the best indicator that the apology tour is over: After just two weeks, the company has stopped airing the apology ad and pulled it from the company's official YouTube page. If you follow the original link to the commercial, you'll get a message that the account has made it private, meaning it can't be viewed by the general public.

Company spokeswoman Daphne Avila confirmed that the campaign was short-lived.

"The 'It's No Secret' campaign was only scheduled to run a couple of days as a precursor to our Mother's Day campaign," said Avila in an emailed statement. "However, we encourage the customer dialogue to continue through our social media channels."

Myron
Getty Images
There's nothing wrong with that, of course: J.C. Penney was under no obligation to apologize, and we certainly didn't expect them to spend months self-flagellating. But it's worth noting that other commercials from previous ad campaigns, including the "Yours Truly" spot it ran during the Oscars, are still available for viewing on the YouTube page, so it's not standard practice to delete old ads. The apology ad, in other words, was targeted for early deletion.

Clearly, J.C. Penney's new management wants to forget the disastrous Ron Johnson era ever happened. For the sake of its sales figures, it should hope that its customers do the same.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: J.C. Penney Says 'We're Listening.' Here's Who They Should Listen To

Take it Easy With the Coupon ComebackCoupons are Tough for Employees, TooYour Customers Aren't All SkinnyBring Back the CatalogsMobile Checkout Is Confusing

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]]>advertisingappareljc penneyjc penney apology adjc penney commercialjc penney thank you adjcpretail salesron johnsonMatt BrownellTue, 14 May 2013 09:40:00 ESTWhere Moms Can Eat Free on Mother's Dayhttp://www.dailyfinance.com/on/mothers-day-moms-eat-free/http://www.dailyfinance.com/on/mothers-day-moms-eat-free/http://www.dailyfinance.com/on/mothers-day-moms-eat-free/#commentsFiled under: , , , ,

Uno's
Uno's
Want to take mom out to dinner for Mother's Day, but don't have enough in your wallet to afford it?

Well, frankly, you need to find the cash, because she's your mom. But if you're really so broke that you just can't pay to take her out, we've got good news: There are a few restaurants offering free meals and discounts for moms this weekend. However, as you might expect, they tend not to be fine-dining establishments.

Let's start with breakfast: Ikea is offering free coffee and breakfast (estimated value: $1.98) to moms on Sunday morning. If you want the breakfast-in-bed experience, you can bring it over to the bed section and serve it to her in the bed of her choice. The offer is good from opening to 11 a.m., and there's a limit of one free breakfast per family.

On to lunch: Texas Roadhouse, which is our favorite non-Patrick Swayze roadhouse, is offering a free side order of either ribs or grilled shrimp. The one catch: You have to be seated before 11 a.m. on Mother's Day, so hopefully mom isn't too full from that Ikea breakfast to enjoy an early lunch.

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FreebieFindingMom alerts us that Hooters is once again offering free meals up to $10 in value to moms who come in on Mother's Day and order a drink. Note: Don't actually take your mom to Hooters for Mother's Day unless she has a really great sense of humor.

BeFrugal.com points out this offer from Uno Chicago Grill, which offers a free mini dessert from moms when you dine there on Mother's Day.

And if that dessert isn't enough for mom, Offers.com points out that TCBY is offering free frozen yogurt. Go into any TCBY location on Mother's Day and mom will get a free 6-ounce frozen yogurt, with all flavors and toppings included in the promotion.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>Freebieshootersikea breakfastmothers day 2013mothers day dealsmothers day freebiesrestaurantsTCBYMatt BrownellFri, 10 May 2013 16:41:00 ESTCan't Afford That New Refrigerator? Sears Will Let You Lease-to-Ownhttp://www.dailyfinance.com/on/sears-offers-lease-to-own-program/http://www.dailyfinance.com/on/sears-offers-lease-to-own-program/http://www.dailyfinance.com/on/sears-offers-lease-to-own-program/#commentsFiled under: , , ,

Customers shop for durable goods in the home appliance department of a Sears department store in Jersey City, New Jersey, on Tuesday January 24, 2012.
Getty Images
If you don't have cash and your credit is lousy, most major retailers will let you put a big purchase on layaway and pick it up when you're done paying it off.

That's fine for Christmas presents. But what if your refrigerator just broke, and you don't have the option of waiting two months to get a new one?

It's with that sort of scenario in mind that Sears (SHLD) will be rolling out a lease-to-own program starting May 15. Customers who want to make a major purchase but can't get financing or wait for layaway will be able to rent the item, with the goal of ultimately buying it outright.

Sears says that the program will be limited to appliances, electronics, furniture, mattresses and other similar products; the item must cost at least $280 to qualify. While there is no credit check, customers must be at least 18, make at least $1,000 a month, and have either a Social Security number or a taxpayer ID.

The program is being made possible through a partnership with WhyNotLeaseIt, a New Hampshire-based lease-to-own company.

Jai Holtz, vice president of financial services for Sears Holdings, tells DailyFinance that Sears started testing the program back in September at 10 stores across the country.

"The response from customers has been tremendous," he says. So far, he adds, refrigerators and lawn tractors have been the most popular items for customers to purchase via lease-to-own.

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When the lease program rolls out nationally next week, Sears will become the first major retail chain to offer one. Until now, lease-to-own has traditionally been associated with companies like Rent-a-Center and Aaron's, and the practice has attracted plenty of criticism. A 2011 Consumer Reports investigation found that lease-to-own arrangements can result in consumers paying double or even triple the sticker prices when all is said and done.

From what Sears told DailyFinance about the program, though, it sounds like the retailer will be steering clear of these excesses. Customers will be charged the same price as someone buying the item outright, and all rent payments will be deducted from the final purchase price. After five months of monthly or biweekly payments, the customer will have the option of paying the balance and owning the product. If they're not ready to do so, they can continue making payments until 18 months after the time of purchase.

But you may be wondering: What about interest? How much am I paying for the privilege of this lease-to-own deal? No worries: There is no interest, says Holtz. And to quote from the FAQ page of Sears partner WhyNotLeaseIt:

What is the interest rate? A lease is not a loan -- there is no interest rate. Please carefully examine your payment schedule for amounts payable.

Customers who can't pay off their balance within 18 months or who decide they'd rather not own the item can call to have it picked up, and WhyNotLeaseIt will take possession.

But therein lies the danger: If you ultimately can't afford to own the item, you're out whatever rental payments you've paid up to that point. The last thing you want to do is make months of payments on an appliance and not even get to keep it.

After all, if you put a refrigerator on layaway and can't afford to finish making payments, you get your money back. And if you put it on a credit card and have trouble paying off your debt, you have numerous debt repayment options (and have the option of selling your fridge second-hand to help recoup some losses).

But if you lose your job halfway through paying off your lease-to-own agreement, the company simply takes back your fridge, and you're out hundreds of dollars (and without anyplace to put your eggs and milk).

So the golden rule of borrowing still applies: Don't buy something if you're not sure you can afford it. But if you're confident that you'll be able to pay it off within 18 months, this will be a great option for anyone who needs an appliance immediately, but can't borrow money or put it on a credit card.

"Access to credit for many Americans has become much more difficult," says Holtz. "This lets us serve those individuals."

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: America's Most Popular Stores

10. Target9. Taco Bell8. CVS7. Walgreens6. Wendy's

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]]>bad creditlayawaylease to ownrent to ownrent-a-centersearssears holdingssears lease to ownMatt BrownellThu, 09 May 2013 17:22:00 ESTJ.C. Penney Says 'We're Listening.' Here's Who They Should Listen Tohttp://www.dailyfinance.com/on/jcpenney-apology-listening-shopper-feedback/http://www.dailyfinance.com/on/jcpenney-apology-listening-shopper-feedback/http://www.dailyfinance.com/on/jcpenney-apology-listening-shopper-feedback/#commentsFiled under: , , ,

JC Penney
AOL / JCP
Spare a sympathetic thought, if you will, for J.C. Penney's social media team.

The poor souls manning J.C. Penney's (JCP) Facebook page on the day it released its now-famous "apology" had the unenviable task of responding to nearly every commenter who had something to say about the retailer's failed makeover and subsequent about-face. And the fans had a lot to say: In the week since it released its video apology, the post has racked up nearly 20,000 comments.

Comment Gallery: See the Feedback JCP Got on Facebook

Those comments run the gamut from praise to criticism to unhinged rants (we're especially fond of the commenter who bemoaned the "glittery hoochie mama clothing and wannabe thug jerseys"). But fans also had some very specific suggestions for how the new management can turn things around, and a few of them seem like they're really onto something.

J.C. Penney's comeback campaign is centered around a simple, two-word phrase: "We're listening." Here are some of the suggestions they should be listening to.

Gallery: J.C. Penney Says 'We're Listening.' Here's Who They Should Listen To

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NEXT: Comment Gallery: See the Feedback JCP Got on Facebook


Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>jc penneyjc penney catalogjc penney couponsjc penney mobile checkoutjcplistensretailron johnsonMatt BrownellThu, 09 May 2013 14:34:00 ESTAmerican Airlines Invites Social Media's High Flyers Into Its Elite Loungehttp://www.dailyfinance.com/on/american-airlines-invites-social-medias-high-flyers-into-its-el/http://www.dailyfinance.com/on/american-airlines-invites-social-medias-high-flyers-into-its-el/http://www.dailyfinance.com/on/american-airlines-invites-social-medias-high-flyers-into-its-el/#commentsFiled under: , , ,

Admirals club
American Airlines
Airline lounges have long been the exclusive province of the high rollers willing to spend hundreds of dollars for the privilege of waiting for their flights in comfort. But they'll soon be joined by another kind of elite traveler: The person who's really popular on the Internet.

On Tuesday, American Airlines launched a new promotion that grants access to its Admirals Club -- which has free wi-fi and complimentary booze and snacks -- to travelers who wield the most influence on social media sites like Facebook and Twitter. To do so, it will team up with Klout, a service that measures just how big a player you are in the online world.

By logging into the American Airlines site with Klout, you can enter their contest to win an annual pass to the Admiral's Club. But travelers with a "Klout Score" above 55 are deemed influential enough to automatically get a one-day pass to the Admiral's Club in nearly 40 airports. (Klout scores are measured on a scale or 1-100; for reference, Barack Obama has a 99 and Justin Bieber has a score of 92.) You don't even need to be booked on a flight with American to use your day pass (though obviously you'll need to have a boarding pass for a flight to get past security).

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The partnership makes a lot of sense for the airline, as pleasing customers whose opinions will be widely read and respected online can pay off beautifully for brands. One customer service firm even makes it easy for companies to prioritize service for customers with high Klout scores, with the idea that companies have good reason to bend over backwards for customers who can bad-mouth (or praise) you to millions of followers. And it's not the first time we've heard of its use in the travel industry: Some hotels will check your Klout score to determine whether to give you preferential treatment.

That's the sort of arrangement that has made Klout controversial -- if you're not one of the lucky few who has amassed a huge following on Twitter, you probably don't like the idea that your worth as a customer is determined by how popular you are on the Internet.

But this particular promotion seems relatively harmless. It would be one thing if the airline were bumping people off flights in favor of Twitter rock stars, but all it's doing is taking an exclusive club that was previously reserved for big spenders and inviting in some folks who are rich in online influence.

Gallery: American Airlines Admirals Club

Enjoy Admiral MembershipInside the American Airlines coveted Admirals ClubInside the American Airlines coveted Admirals ClubInside the American Airlines coveted Admirals ClubInside the American Airlines coveted Admirals Club


Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>american airlines admirals clubamerican airlines loungefrequent flyer mileskloutklout scoreMatt BrownellThu, 09 May 2013 05:00:00 ESTGroupon Posts Strong Quarter After CEO's Departurehttp://www.dailyfinance.com/on/groupon-posts-strong-quarter-after-ceos-departure/http://www.dailyfinance.com/on/groupon-posts-strong-quarter-after-ceos-departure/http://www.dailyfinance.com/on/groupon-posts-strong-quarter-after-ceos-departure/#commentsFiled under: , , , ,

Getty Images
The last time Groupon (GRPN) reported its quarterly earnings, the daily-deal company saw its share price dive after badly missing its revenue targets -- and only recovered when it subsequently fired founder and CEO Andrew Mason.

Wednesday's earnings report, covering the quarter ending March 31, was a good deal more positive.

The company beat analysts' estimates by bringing in $601 million in revenue for the quarter, and its earnings-per-share of 3 cents was in line with projections. That growth was driven by a 42% year-over-year revenue increase in North America, more than enough to counter an 18% drop in overseas revenues. Active customers, which Groupon defines as subscribers who have bought at least one Groupon in the last year, rose from 36.9 million to 41.7 million, an impressive year-over-year increase of 13%.

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The report cheered Groupon's weary investors, with the share price shooting up 12% in after-hours trading.

But Groupon still has a way to go before we can declare a comeback. Shares have still lost about half their value in the past year, and last month, UBS analyst Eric Sheridan gave the stock a sell rating, declaring that it had an "unproven business model." Meanwhile, there's plenty of management uncertainty to go around: The board still hasn't named a replacement for Mason, and on Tuesday Staples hired away Faisal Masud, head of the company's fledgling Groupon Goods service.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

Gallery: CEO Flameouts

Ron JohnsonCarol BartzLeo ApothekerCharles ConawayBob Nardelli

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]]>Andrew MasonDaily Dealearningsgroupongroupon stockMatt BrownellWed, 08 May 2013 17:06:00 ESTBuyer Beware: Your Sears Purchase May Not Really Be From Searshttp://www.dailyfinance.com/on/sears-marketplace-customer-service-problems/http://www.dailyfinance.com/on/sears-marketplace-customer-service-problems/http://www.dailyfinance.com/on/sears-marketplace-customer-service-problems/#commentsFiled under: , ,

AOL
When you buy something from a retailer's website, it's natural to assume the retailer will also take responsibility for the customer service and returns. But one Sacramento, Calif., woman recently discovered that isn't always the case.

Kurtis Ming of CBS 13 in Sacramento brings us the story of Fannie Wong, who ran into some difficulties after a tablet computer she ordered on Sears.com (SHLD) arrived broken. When the replacement tablet didn't show up, she contacted Sears customer support, who told her that they couldn't help her with the return -- because she hadn't actually ordered it from Sears.

Much like Amazon (AMZN), Sears has given space on its e-commerce website to a "marketplace" of third-party sellers who advertise and in some cases sell their wares through the site. The sellers get the benefit of showing up on a major retailer's website, and Sears gets a commission from the sales. But the upshot is that, sometimes, even if you make a purchase on Sears.com, you aren't actually buying the item from Sears.

And that means you won't get customer service from Sears either. While Amazon guarantees the purchases made on its marketplace, Walmart (WMT) and Sears make it clear that they're just middlemen in the transaction. Walmart, for instance, notes that you have to "contact the Retailer directly if there is a problem with your order" (though it does say it will attempt to resolve the situation on your behalf if the seller is unhelpful). And Sears has a special page explaining which marketplace purchases are and aren't covered under the Sears return policy.

A link to that page is included with every marketplace listing, along with a small box indicating who is fulfilling and shipping the order. Still, it's easy to see how customers like Fannie Wong might overlook that information and assume that they were making a purchase from Sears.

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Indeed, Sears spokesman Brian Hanover told DailyFinance that "customers do often contact Sears first about their Marketplace purchases," despite the fact that the seller's contact information is included in the confirmation email.

The good news is that when this happens, Sears customer service will help by putting you in touch with representatives at the actual seller. But whether you'll get good support from that company is anyone's guess, and unlike Amazon, Sears won't guarantee that you'll leave satisfied.

In Wong's case, CBS reports that she didn't receive a response from the marketplace seller, Idolian, because the customer service representative who had originally been handling her case left the company. We can't imagine that's an issue she would have encountered if she'd been dealing with a major retailer like Sears.

Wong ultimately got her money back, but she says she won't be ordering through the Sears Marketplace again. And while we wouldn't go so far as to recommend against using such marketplaces, when you shop, it is important to be aware of who you're really ordering from.

So the next time you're ordering from Sears or Walmart online, double-check to see if the items are actually being sold by Sears or Walmart. If another seller is indicated, look them up and see if they look like the kind of retailer you'd be comfortable patronizing.

The good news is that Sears, perhaps recognizing that this was becoming an issue, just made it easier for customers to do background checks on its marketplace sellers. According to a Sears spokesperson, starting today shoppers can click through on any product page to bring up the seller's storefront; there you'll find a return policy, contact information and reviews of that seller by other customers.

If a marketplace seller has a lot of lousy reviews, or if you visit its website and get the feeling that it's a fly-by-night operation, you might consider looking elsewhere for your merchandise.



Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>amazonAmazon Marketplacecustomer serviceecommerceonline shoppingsearssears marketplaceshoppingwalmartMatt BrownellTue, 07 May 2013 13:11:00 ESTMother's Day Is Almost Here: Here's What Moms Say They Wanthttp://www.dailyfinance.com/on/mothers-day-best-gifts-flowers-jewelry-spa-treatments/http://www.dailyfinance.com/on/mothers-day-best-gifts-flowers-jewelry-spa-treatments/http://www.dailyfinance.com/on/mothers-day-best-gifts-flowers-jewelry-spa-treatments/#commentsFiled under: , , ,

Mother's Day Gifts
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Mother's Day is on May 12. Don't screw it up.

Last week, Groupon conducted a survey of moms for Mother's Day. Among other findings, the survey reports that, "Upon receiving a bad gift, the vast majority of moms (84 percent) say they reluctantly accept it with quiet disappointment."

That's right: disappointment. Remember how awful it felt when your mom would say, "I'm not mad, I'm just disappointed in you"? Do you really want to experience that again?

We didn't think so. Fortunately, both Groupon and coupon site RetailMeNot asked moms what they really want for Mother's Day, so if you're completely out of ideas specific to your own mother, you can at least get some sense of what would please the average American mom.

According to Groupon, the most popular gifts among moms are "something they can do with family," a relaxation treatment or spa treatment, or "something they normally wouldn't get for themselves."

RetailMeNot was a bit more specific. It found that 18 percent of moms most want to receive flowers, and another 18 percent would prefer to get a spa treatment. Gift certificates and jewelry were also popular choices.

Unfortunately, sons and daughters don't always come through with the preferred gifts. While many gift-givers say they will indeed be getting flowers for mom, only 7 percent told RetailMeNot that they'll be giving jewelry. And while both surveys found spa days to be wildly popular among mothers, just 2 percent of respondents told RetailMeNot that they'd be getting their mothers a spa package.
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That's a lot of "quiet disappointment."

As always, our best gift-giving advice is just to put some thought into it. Moms told Groupon that getting a thoughtless gift is even worse than getting no gift at all, so the last thing you want to do is just grab something at the last minute with no regard for what she actually wants.

If all else fails, though, get her some flowers.

Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>flowersgift ideasgrouponjewelrymassagemothers day 2013retailmenotspa treatmentsMatt BrownellTue, 07 May 2013 05:00:00 ESTWeekend Deals: Free Comic Books, 25-Cent Sliders, and Snickershttp://www.dailyfinance.com/on/weekend-deals-comic-books-sliders-snickers/http://www.dailyfinance.com/on/weekend-deals-comic-books-sliders-snickers/http://www.dailyfinance.com/on/weekend-deals-comic-books-sliders-snickers/#commentsFiled under: , ,



Welcome back to the weekend deals, where we hunt down the most lucrative deals and freebies that you can get over the weekend and beyond. If you come across a sweet deal that you think should be included in our Friday roundup, please shoot me an email at the address below.

--This Saturday is a national holiday for comic book fans: Free Comic Book Day. The annual event is intended to get more people into reading comics, and it's exploded in popularity over the last few years; comic shops have ordered 4.6 million comics for the event, up from 3.5 million last year. Pretty much every comic shop will be participating, though if you don't know where to find your local shop, you can use Free Comic Book Day's store locator to find one.

Note that you can't just walk in and grab a bunch of comics off the shelf; publishers produce books specifically for the event, and they should be clearly marked at your store. Get there early, as the really good ones (like Atomic Robo, which looks excellent as usual) tend to go fast.
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--White Castle's sliders are famously cheap, but they're about to get cheaper. The fast-food chain is in the midst of "Sliderbration," where it's temporarily knocking down the price of its sliders to 25 cents each (about half the normal price). The promotion will take place at every White Castle location, but not all at the same time -- each store will have the offer for two hours only, so sign up for alerts from the White Castle website to find out when your local White Castle is offering the discount. Note that there's a limit of four burgers per person during the markdown period.

--There's more than just millions of dollars in bets riding on the outcome of this Saturday's Kentucky Derby. There's also a lot of free candy at stake. Rosie Napravnik is aiming to be the first female jockey to win the Kentucky Derby, and she's scored an endorsement deal with Snickers. If her horse, Mylute, wins the race, Mars will give away 1 million Snickers Bites. The candy will be given out on a first-come-first-serve basis in June, so if she wins check the Snickers Facebook page for details on how you can collect your winnings.

--J.C. Penney's goodwill tour is well under way. In addition to mounting a social media campaign to apologize for its disastrous makeover, it's also going crazy with the deals. Through this Sunday you can get $10 off online purchases of $25 or more, $15 off $50 and $20 off $100; the promotion requires the coupon code SENDTOME, and some exclusions apply. If you're shopping in stores, there's a printable coupon that will give you $10 off $25, though it's only good through Saturday.



Matt Brownell is the consumer and retail reporter for DailyFinance. You can reach him at Matt.Brownell@teamaol.com, and follow him on Twitter at @Brownellorama.

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]]>Free Comic Book Day 2013jc penneyjc penney commercialjc penney couponsjcplistenskentucky derby 2013rosie napravniksliderbrationwhite castleMatt BrownellFri, 03 May 2013 15:30:00 EST