MK 473 Fall 2013

I know I personally like to get any of my shopping done early that I can merely to avoid the holiday traffic and craziness that happens. At the same time, I always tend to end up with coupons or even small gift cards when I do shopping that are only valid within that 'prime' holiday shopping season. So, I think those type of programs really work because I always end up coming back to use them even though I had intentions of not shopping during that time. I also think it is interesting to look at retailers offering holiday type sales earlier and earlier in the year. I wonder what the limit will be as each retailer tries to trump the other. I also really like the extended return policy. That is EXTREMELY useful and could definitely be part of a deciding factor for me on who I shop with given that I could get similar products at each place.

I think for stores and shoppers can benefit from this model. Stores can increase their revenue but shoppers can shop early and have a way to afford a better holiday. It also encourages shoppers to come into the store more frequently and earlier in the season. It will be interesting to see if other stores adopt this model. I surprised Walmart does not have this as an option for some of their larger items.

Like Krista I wonder what the limit will be.. just keeps getting pushed back further and further. I know at J.Crew we just started implementing "holiday return policy". More than anything I think that offering such a guarantee offers a level of comfort to the customer. It makes them feel more confident about the purchase and more likely to buy it. I like the aspect of honoring online prices with store prices - very important.

I agree with Lina comment. The extended return policy is a ploy to get consumers in the store, make a purchase and know they have time to return it if they desire. Comfort, ease, and satisfaction for and of the customer will drive business.

I can't stand the thought of shopping really early for Christmas. Some of the things this article talked about really shocked me. The part about Walmart rolling out it's holiday shopping in August is not something I would find appealing. I think that takes the Christmas spirit out of Christmas completely. It's always a tradition with my mom to shop in November and December when it is acceptable to think about Christmas! I completely get the idea of budgeting, buying a few gifts here and there, but starting shopping in August? Not for me.

I think this article is really great. I was interested to see that Zappos let the call center spend 10 hours with a customer. What were they doing for that long? Also, the article mentions Twitter activity sky-rocketing, and I find this interesting to see these companies utilizing different social media platforms to reach their customers.

There is something to be said when (by the time you are finished reading this article) you are smiling from ear to ear! I was so incredibly touched by these retailer's stories of impecable customer service - especially the Ritz-Carlton with Joshie the Teddy Bear being able to explore the hotel's pool, front desk, golf cart, and getting his own Ritz-Carlton ID badge before being returned to it's owner. When a company (any company or retailer) goes out of their way to make a customer's day and keep them as a loyal/return shopper, there is nothing more special and important. Just by reading these stories, I am going to tell people about the company. Word-of-mouth marketing is the best form....and here I haven't even been an actual customer or purchased from them! Really, really neat to read how associates go above and beyond. The sad thing is that we just don't hear enough of these stories any more - it's almost like they come "once in a blue moon" when shouldn't they be happening every day? Food for thought as we go into our own customer service roles in the future!

Like has been mentioned in the previous comments, this article was a real eye opener. The lengths that these companies go to in order to provide spectacular service to their customers is remarkable. These companies are making a name for themselves and this service is helping to increase their brand reputation. People will be drawn in by the experience they can receive.

My brain makes me wonder how the company would react if an opposite reaction is given. Take the last one with the tiger bread really looking like giraffe bread, what if another child looked at that and was so unhappy that he can't eat awesome tiger bread anymore and has to eat stupid giraffe bread, and he sent in letters asking or begging to see tiger bread return. There is always a risk that it pleases one customer and displeases another. I can see going above and beyond like giving the grandmother clam chowder even on the off days and staying on the line for 10 hours but the "bottom up change" listed seems whimsical and pointless expect to have the story known and gain recognition. When I look at it that way, maybe a little too cynically because I am taking away the little girls giraffe bread, it seems like if you change your product for one person then why would the other customers expect any less. I think that good responses should be things you can replicate for every customer not just one or two over the top cases. I want my Tiger Bread back....

I completely agree with Raphael. I personally never go to a Macy's store, but after reading this article, I may give Macy's a try! And according to third quarter returns, appealing to the men's section may pay off sooner than Macy's expected.

I think the appeal of Topshop will be the foreign quality in the United States. People will be attracted to the fashion quality and allure of the brand. I think being unique in the market will be attractive to US consumers.

I agree with Megan. I think the brand itself will appeal to customers, not just the layout of the store. I think the store layout is very unique from the pictures on the slideshow. It looks like an upscale version of H&M and Forever 21, which definitely appeals to me. I like all the different rooms and the vibrancy of the colors used. I think it screams "cool" and not at all boring, which some stores can be.

I agree with Paige, I love the idea of the various boutiques throughout the store. This new layout will allow shoppers to not only shop, but have a unique experience doing so. I feel like it will become an attraction rather than just a store, similar to what Ikea stores have become for shoppers.

I think this article really brings up a great point about the importance of a physical presence for a brand even if it is for a limited time. It will be easier for an unknown brand to get potential customers walking by the store to come in and check it out, but online it would be much harder to lure in the potential customer to browse around. There is no such thing as an organic shopper online, as the article states. I think pop-up stores are a great way to gain brand recognition and create/strengthen brand perception.

It's very interesting that this is becoming a trend. I recently read an article discussing the future of retail may lie in kiosks! Pop-up stores are similar in some ways to kiosks, so maybe the trend is slightly off from what experts predicted?

I think this concept seems like a good idea especially for those brands that do not currently have physical stores. Being able to get a customer to interact with your product is a sure way to get them a step closer to buying is. I think it could also help drive people into the scarcity concept we covered earlier. If they know these stores are only pop ups and really like the products they may be more driven to come in store and buy more.

Pop up shops are becoming increasingly popular. At Vera Bradley we focused on pop up stores in resort towns that had temporary seasons. It is interesting that stores can target select locations that can deliver a high profit over cost for their temporary setting.

Great way to take advantage of the omni-channel possibilities! In the short term it will be interesting to see if these marked products have an increase in sales. I think in the long run this will help enhance the overall brand image since Nordstrom is integrating their online shoppers into the brick-and-mortar facilities. Someone commented on the article and said it nicely, "Labeling your company's "Top Pinned Items" in the physical store is a clever way to give a nod of appreciation to your online followers..."

This is an excellent representation of omnichannel retailing at some of it's finest. As Pinterest continues to grow as a Titan in the social media and image sharing realm, Nordstrom is capitalizing on it's already strong foundation through this channel. Since many if it's consumers could probably be profiled as pinners, all they are doing is taking excellent basis for opinions and incorporating it into their layout, features products, and presence alike.

I am wondering for how long this green trend will persist. I mean, so many companies are starting all those fancy campaign now but will there be a point when consumers just don't demand it anymore because they are fed up with it? It is a good thing though to tailor promotion to appeal to the "green" part of consumers' minds...

I agree with Raphael... how long will it last? Is there a point where you cannot get any more "green"? I think it is interesting that the article mentions H&M regarding their new initiative for giving discounts on returned clothes. It is great that the initiative is working well for Patagonia, but what more can Patagonia do with the "green" initiative?...how can Patagonia build further on this?

The idea of placing "Disney Stores" within JCP stores is interesting. I am a little confused -- I thought JCP was aiming to bring back old customers and people our age? A Disney Store would bring in younger ages and parents. It is pretty cool knowing you can go to JCP and purchase Disney Products. This is a great idea but this will bring in a totally different market yet again. As long as they stick with this strategy it could be successful. On the other hand, if this doesn't work -- changing strategy yet again could be risky.

I think JCPenney selling Disney merchandise is a great concept, and reminds me alot of the mini Finish Line sections in Macy's department stores. Children are going to lure their parents into buying Disney items when they go shopping because they will recognize their favorite animated characters and want merchandise to call their own. Also for the holiday season, parents will be able to buy official Disney products at their most convenient JCPenney location instead of waiting for online shipments to arrive or finding their nearest Disney store. It's seems like a great thing for parents who are in a pinch for a gift or birthday party present for their child's friend to get Disney items at JCP because everybody knows and loves the characters/movies. Finish Line's mini stores seem to be successful, and I think the holiday shopping season is a great time to see if these mini Disney store sections will succeed. Maybe it's steps like this launch that can bring JCPenney back to being prominent in customer's minds.

Though I am a bit confused by JCP's new strategy to partner with Disney, I do think it could be a successful move. Their target market has not typically been a younger crowd, so this will be a good way to get children and their parents into the store.

I agree with Sarah and Kara. I am suprised that the two are partnering, but I think it will be a good idea to help bring JCP come out of this little rut they are in.

Agreeing with Ali, I loved this article and found it very intriguing! I had never heard about this company before but I loved reading about those 6 facts. The article states, "It hardly even has a marketing department, and it doesn't engage in flashy campaigns, as its competitors do..." and this is what does set them apart. I think it makes people want to know and learn more--a very different, but obviously a very successful business model for them. Great article!