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Lina Goens

Five Things You (And Retailers) Might Not Know About This Black Friday Weekend - 4 views

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    Interesting facts for this Black Friday! "Webrooming" may be the new way to shop.
Kate King

Five steps toward developing 'programmable retail' | RetailCustomerExperience.com - 0 views

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    Here is the article I referred to today about integrating technology into customer service - enjoy!
Sarah Wesp

Holiday 2013: For Once Early Shoppers Get A Deal - Forbes - 5 views

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    This article explains ways retailers such as Toys-R-Us and K-Mart are using layaway, return policies, and reward programs to get consumers into their stores to ultimately make transactions. Can you think of other retailers who are implementing these types of incentives? Have any of you ever put something on layaway? Do you think these incentives/programs are beneficial for retailers?
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    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.
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    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.
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    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.
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    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.
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    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.
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    I actually really like this idea of offering deals to get people in the store early, it reduces the revenues lost with huge black friday price cuts by offering a more relaxed approach. It also would help the company make sure they don't run out of stock of a certain item. Having more customers in the store before the heavy Christmas shopping starts gives them a view on what will be popular and will help them forecast better and make sure they don't have missed sales opportunities.
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    I think extending the return policy is good because it allows for someone to use the products as gift for Christmas. I don't know what I think about having sales earlier. If they keep doing this, soon sales for Christmas are going to be six months out of the year then it's going to be all year; I mean how long is too long?
rteufel

The Future of Customer Service: These Companies Are Getting it Right | Business on GOOD - 4 views

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    This article lists some retailers that have been exceptional in their customer service. As I will be talking about Pre-purchase customer service, you can focus on that while reading what the firms are doing. How has your experience been with each of them?
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    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.
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    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!
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    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.
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    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....
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    Good article! I heard about the tire-Nordstrom story and it really brought in a lot of publicity for the company. Interesting to see that those extreme customer services do not get too much abused by clients and still pay off . However I think it always depends on the company size. A small shop with excellent customer service always runs in danger of spending too much money and not getting enough word of mouth.
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    The customer service these companies provide to customers is amazing. These are some of the reasons that they are successful and stand out to consumers. I agree with Angelo that I am surprised people do not take advantage of these companies. I always respect companies and prefer to go to ones with better customer service in the end.
Lindsey Wacnik

Five Strategies for a Successful Follow-Up Campaign - 7 views

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    This is an article that gives advice on tactics that businesses should implement in order to create a positive follow up experience with customers after a purchase has been made. After reading the article can you think of any retailers that you have noticed that use any of these tactics particularly well or poorly?
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    These different ways to follow-up with a customer are fantastic. After delivering the goods, giving ongoing customer support is crucial to keeping the customer in your fanbase and to keep purchasing products from your company. The different ways to utilize an ancient tool (email) just goes to show that no matter how old a marketing tool is, it can still be effective.
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    I think a follow up is good and keeping a presence but it should have boundaries. I get the Xbox newsletter which gives new content and games added and also contests. It keeps its name running in my head and that makes me feel more involved. If I had an e reader though, I don't think I would like follow up e-mails about support, AN e-mail would be fine just to make sure the customer is used to the product and to outline the support they offer so I have something to refer to, anything past that, besides some news on new devices they are offering, would just seem annoying to me. If it is something available for them to seek out then my mind changes though. Using social media to "build the tribe" seems like a good idea as long as it is there to be sought out not pushed upon their customers in on-going e-mails.
Kate King

Macy's posts strong Q3; profit up 22% | Chain Store Age - 0 views

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    Please read before Tuesday - outstanding operating results for Macy's!
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    I think the numbers are very impressive, but I am wondering what percentage of Macy's increased earnings are from existing customers or new customers? I think this is an important area to pay attention to, especially when forecasting the next quarter's earnings because Macy's needs this information to determine if its earnings will continue to increase, or if a burst of new customers in the prior quarter ignited the increased earnings.
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    I agree with Paige. Macy's need to figure out if these are loyal or new customers. But I wouldn't look at it in a way as to if their next quarter will be higher. I would want this information to know whether my win back or new customer marketing campaign is working, and then fix the other one. That way I then can guarantee the next quarter will be another gain.
Kate King

RetailWire Discussion: Macy's Goes All Millennial - 3 views

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    Great article to read for our guest speaker next week, Lisa Hudson
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    I think this strategy to attract the Millennials is a great idea! With the omnichannel integration and creating a better in-store experience for the consumers, I believe this will be very beneficial for Macy's. Almost all millennials are on either a mobile or tablet device so I think the omnichannel integration will be greatly utilized by the millennials.
Kate King

RSS Content - Investor Relations - Macy's Inc. - 1 views

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    From Macy's Investor Relations website, their "millennial" strategy
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    I think Macy's "millennial" strategy is a great idea for the retailer to continue innovating it's brand. They are seeking to attract a major portion of their target market through new programs. I believe the omnichannel integration will be extremely beneficial because the mobile and online aspects are the areas that will be utilized the most outside the brick-and-mortar locations. I'm interested to hear Lisa Hudson's opinion on these new changes.
Brock Naylor

How Store Layouts Affect Customer Behavior and Sales - 10 views

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    This article discusses not only the importance of having proper store layout within the retail industry, but also effective ways in which to employ displays and signage for optimum performance. Can you think of any retailers that have an effective use of store layouts or displays? Can you think of any examples that poorly utilize these attributes?
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    It's so interesting to think about how all these things in the article play into the store experience. We as customers do not really think about it when we are in the store, but seeing some of the aspects the authors talk about as being important, it is apparent we subconsciously notice. While working at Express, we used point of purchase displays and also a ton of promotion and sales signs. It's cool to see how much impact these little things have on how much customers will buy, etc.
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    For example, Fossil has a SALE sign outside of the store that generates customers to come into the store. It is an effective way for people to be drawn, and once they are in, the sale is located in the back. That way the customer has to walk through the entire store before seeing markdown items. The layout will describe the ease of walking through the store for customers and how organized they are which I believe are important to focus on.
Kate King

Photos That Show Why Sears Is Vanishing - Business Insider - 3 views

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    Wow what a very interesting article! The pictures that were taken, definitely did a great job of showing how Sears actually presents itself in today's world. Moving forward, what will entice Sears to change this look? Are changes even feasible at this point?
Krista Lawson

Macy's Expands, Updates Men's - 6 views

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    I think it is a good step of Macy's to increase the size of their men's department. Most propably there is no way an expansion of the women's department would increase sales by a proportional amount. Furthermore, having a bigger variety might invite more men to shop at Macy's and who knows, they might bring their wife or the other way round...
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    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.
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    This article talks about Macy's increasing the size of the store, specifically the men's department. They are looking to categorize each floor to have a particular experience. Do you think this expansion is excessive or a good step forward? Do you feel that stores that have specific categorized sections succeed and what have been your experiences in similar situations?
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    I agree. I like Macy's and I shop there for Christmas especially but I don't ever go to the men's department because I don't think they have a good spread or variety. I would shop there if they did expand this section. It would be so much more convenient to shop all in one place than go store to store.
Kate King

Macy's Splurges on a Makeover on 34th Street - NYTimes.com - 4 views

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    I think it is great that Macy's is renovating it's iconic Manhattan store. Macy's used to only be found in New York - the iconic shopping experience with one of the largest department stores in the world. Now that Macy's is everywhere (having bought out all the regional department chains) there isn't as much reason to go to the main New York location if it's just another Macy's. They are continuing to innovate and make it a reason to come and visit - with restaurants, marble flooring, etc. It's a special place and they are bringing back it's original luster with a 21st century upgrade! I'm anxious to hear feedback about the new look after it's completed in 2015!
Emily Prellwitz

Topshop, New York- Visual Merchandise - 9 views

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    Topshop is a European retailer that has a very unique store layout. Do you think it is important for a unique retailer like Topshop to have a unique store layout? Do you think it was a smart move to have the store layout be different than it is in the U.K. or the same?
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    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.
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    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.
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    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.
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    I think Topshop will be about the experience just as much or more than just a place for consumers to shop. With the unique store layout and variety of merchandise varying in price from $20 - $600, I think this will be a unique experience for consumers and become a place they want to shop. Also, I love how all the "rooms" are a little bit different--I think it would make a consumer feel like they were going to multiple little boutiques under one roof.
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    One of the components that set unique retailers apart is the store layout and Topshop has done that well in the UK. I have visited the Topshop in Chicago and love the layout. I think it is fun, trendy, and one of the reasons it is successful -- people enjoy the experience. Topshop in the UK has unique store layout -- so why not transfer that same idea to the US in a little bit of a different way? It was smart of them to change the store layout and has seemed to be successful so far.
Brock Naylor

Everything You Need to Know About the Science of Store Design - 6 views

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    This is another fantastic article discussing the different types of store layouts and examples of how they are used. Try and think of an example of a store that uses each different type of layout - you might need it for our discussion!
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    This article was really interesting. I have never really considered how stores are set up to make sure I am viewing the post product. Stores use the layout and really consider product placement and register placement in order to make sure that customers are having the optimal experience when in store. It would be interesting to see how smaller retailers consider their stores.
Sarah Jacobsma

The Rise Of Pop-Up Shops - 8 views

  • “It’s a very strong customer acquisition channel for us. It’s our one chance to get new customers and explain who we are, what we’re all about and what we can offer them.”
  • With a successful strategy in place, retailers that leverage pop-up shops can boost profits as well as brand awareness significantly
  • Pop-up stores are emerging as valuable tools that incorporate both marketing and retail into a temporary, cost-adjustable package. A retailer can choose to play it safe with a quiet, low-overhead store to garner interest, or they can execute a full-blown advertising campaign. The flexibility of the pop-up allows vendors to explore these options in scalable ways.
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    This article focuses on how retailers use pop-up shops to gain customers attention that allows retailers to tell the story of a brand to drive customer awareness and brand perception.
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    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.
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    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?
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    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.
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    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.
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    I agree with Krista. As a customer, I want to see the product so this is a great idea for brands that don't have that physical store to interact with. I won't buy something if I can't see it. I have to know it is really worth it. That is why I don't ever do online shopping except for school books.
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    I like the idea of pop-up stores because it helps a store be more versatile and makes the store be more mobile, while still having a brick and mortar store. I even read an article recently on employee relations and there was a company that had a pop-up Tiffany's store at one of their events where the entire employee base had a chance to browse through the pop-up store and got free giveaways complimentary of the company. Doing events like this get people into the store and browsing even if it is only for a company event.
Paige Laughlin

Nordstrom Pinterest 'Top Pinned Items' Come To Life In Stores (PHOTOS) - 8 views

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    This article details Nordstrom's attempt to promote its products in store by using the ideas and thoughts of their customer's from their Pinterest site.
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    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..."
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    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.
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    I think this is a GENIUS idea! So often on Pinterest, people label their clothing boards as "My Dream Closet!" By highlighting what items are pinned the most, women specifically feel like their dreams can become a reality! And so often with online shopping, we can't touch/feel/try-on the items. Now we can "pre-shop" online and actually buy the item after looking at it in a physical retail location! A normal item that once sat on the shelf can be highlighted as a "special" or "elite" item just with a simple circle logo! I love this idea - this article has actually motivated me to go to Nordstrum just so I can see the Pinterest logos on items! (And I'm also going to follow their boards online too!) A win-win for both the company and customer!
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    This is similar to what Jcrew has donein only launching their catalg on Pinterest- they are then saving lots of printing costs and providing a direct link to purchase for their customers online
jkayjohn

Patagonia's 'Buy Less' Plea Spurs More Buying - Businessweek - 6 views

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    Patagonia has built a brand image that focuses on buying less and decreasing environmental harm. The strategy has actually worked so well Patagonia has actually had an increase in sales and caused other companies to follow suit and pledge to decrease there own harm to the environment. Patagonia has done a great job communicating with their consumers and have created a brand loyalty and great image while using this market strategy.
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    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...
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    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?
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    This truly blows my mind with it's level of genius alone. By urging people to live out their Patagonia jackets to the full extent of their life, they are not only conveying brand quality, but the 'idea' brands that millenials swoon over. By representing themselves as a Eco-conscious and 'caring' brand, they are inspiring more sales by urging the opposite. It's damn brilliant.
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    I agree with Patagonia's approach.. Society is becoming more and more green oriented and this approach targets that market. This is boosting sales and I believe will continue to raise sales because more and more people want to at least say they are trying to save the environment
Kyle Werner

JCPenney to Launch 565 Disney Store-Within-a-Stores on Oct 4 | InvestorPlace - 2 views

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    After numerous setbacks, JCPenney is coming out with a different strategy with a new partner.
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    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.
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    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.
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    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.
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    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.
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    This is an interesting pair because I know that Disney is very particular about who they partner with. JCPenny does not necessarily seem like the strongest brand name to associate with the Disney brand. This may end up harming Disney in the long run or greatly helping JCPenny- however it doesn't not directly reach their target market.
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    I am also surprised.. I worked at Disney world in Orlando and I do not see what disney expects to gain from this partnership.
Kate King

How Zara Grew Into a Multi-Billion Dollar Brand Sans Ads | CMO Strategy - Advertising Age - 8 views

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    Wow - absolutely loved this article! Even though it started with discussing the death Rosaila Mera, the article totally turned the bad news around and focused on 6 amazing facts about Zara. I think this article did a great job of turning the upsetting news into something that left a positive outlook on Zara.
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    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!
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    Yes, Zara is another example for a brand which made it without spectacular advertisement to the top of the world. I have the feeling in Europe (or at least Germany and the Netherlands) Zara is even bigger. It is one of the few apparel brands which we talk about in class that I actually know. I do agree that the design of a lot of apparels in the store looks similar to other known brands, though.
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    This is really interesting! It really highlights the importance of PR for a company and how placement in a highly visible can really increase company sales and provide marketing for a company at little to no cost.
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