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Kate King

Finish Line Launches into Mobile POS | Retail Best Practices | RIS News: Business/Techn... - 6 views

risnews.edgl.com/-Launches-into-Mobile-POS86366

mk473 Finish Line

shared by Kate King on 08 Oct 13 - No Cached
  • Lindsey Wacnik on 10 Oct 13
     
    Finish Line is has jumped on the trend that I think will ultimately be a benefit them, mobile check out. It takes the hassle of lines out of shopping, and like I commented on a different post, the less time you spend in line the more time you spend looking around the store. More time shopping will equal more products purchased.
  • ...6 more comments...
  • Krista Lawson on 10 Oct 13
     
    I think that Finish Line is going to benefit highly from being able to do mobile transactions, especially during the holiday season. This will be able to help them eliminating lines and making for a better overall customer experience. I think it may take some consumers a while to become accustomed to, but overall I feel like that is where technology is bringing us in the retail world and it can only help the customer experience.
  • alipaigeh on 10 Oct 13
     
    It is clear that more retailers are moving towards mobile POS systems, and it is interesting to imagine stores without cash registers. Nonetheless, most consumers can't stand the idea of sitting in line when all they want to do is pay once they've chosen the item or items they want. And not only are there problems with long lines, but there are also problems with not being able to find someone to help you when you need it. I think retailers switching to the mobile POS system is an advantage because they can interact more with the customers, while having the ability of being a portable checkout. The convenience of the mobile POS system allows the sales rep to converse and inform the customer of the product they are looking at, and shortens the decision to buy time since the sales rep can swipe the customers card immediately once the customer decides to buy.
  • jkayjohn on 10 Oct 13
     
    I think this is a genius idea. I hate going into finish line and waiting in line for ages because of how crowded the place always is. Giving the attendance the ability to do mobile transactions with decrease the clutter of people in the stores who can get in and out quickly and make the experience much more enjoyable!
  • Emily Prellwitz on 10 Oct 13
     
    I can see why Finish Line is moving in this direction because a lot of the retail industry is following suit. I think the combination of technology and good customer service is a great thing to have in the retail industry but only if the customer service is solid as well. I am a little skeptical about Finish Line doing this only because when I go into tennis shoe stores which is what Finish Line's main product is, I like to talk to someone with a lot of knowledge on the product. I like getting an expert's opinion on running shoes because they are all made so differently.
  • Brock Naylor on 10 Oct 13
     
    I feel like the next logical step for finish line would be to offer an array of customization options on a mobile application due to the trend in which people like to individualize their shoes. Prior to this, you would have to buy a personalized product directly from the manufacturer based on the options that they allowed, and were often times much costlier than they might have been otherwise. By acting as a third party on behalf of this order, Finish Line not only provides a channel to its consumers for these customization options, but gives manufacturers more exposure to this application than they had prior. Its a win-win.
  • Angelo Csuti on 10 Oct 13
     
    I agree, it is important to be innovative and develop more ways of approaching the customer. However, in the end it is also important to be distinctive in other disciplines like direct customer service or outstanding product quality and design. When I went into a Finish Line store the first time in my life yesterday, I didnt really see much differences in products or design in comparison to European Stores or Foot Locker.
  • Carly Foley on 10 Oct 13
     
    I agree with Brock. Nike has their own customization, I think now its time for the store to start doing that. I think this would improve sales because when I got my shoes I went to Nike's site so I could customize the shoes to how I wanted since it was only like $10 more to have them exactly how I wanted them.
  • meganbos on 10 Oct 13
     
    This is really cool what they are doing! I'm curious as to if they had a issue with lines in their stores or if they are working on simply improving customer service.
Kate King

Despite $3M E-Com Stumble, Finish Line Keeps Pace in Omnichannel Race | Retail Trends |... - 3 views

risnews.edgl.com/-Pace-in-Omnichannel-Race85587

mk473 Finish Line

shared by Kate King on 08 Oct 13 - No Cached
  • Paige Laughlin on 10 Oct 13
     
    I like how Finish Line addressed the issue when being asked about it. They did not put down the omni-channeling idea after their first attempt failed, but rather expressed the importance of it and the importance of doing it right. I think it made them seem very professional and very customer-focused. I think the employees using iPads is a great idea for Finish Line. It would be very helpful for customers to know right away whether they had their size in the back rather than having to wait for the employee to check and then return and find the customer. While the hiccup with the system may have cost them, I think the general idea is a great one, as long as it is executed properly.
  • ...1 more comment...
  • Sarah Jacobsma on 10 Oct 13
     
    I 100% agree with Paige -- this article shows the importance of e-commerce and omni-channel retailing has for companies. Although Finish Line lost $3M at thier first attempt of the use of e-commerece they did not let that get them down and are continuing their efforts. I think that use of iPads in the store will improve customer service as well as operations as a whole. The idea of employees being able to tell me weather if they what I want in stock right away puts them at an advantage the worst is when you wait minutes just to find out the store does is currently out of that size of style. I think the use of iPads will also increase sales -- especially if you can order it and have it shipped for free right there and then. As long as the new system has no hiccups it will be great for Finish Line and will greatly benefit them on multiple stand points.
  • Thomas Holmes on 10 Oct 13
     
    I have to agree with Sarah and Paige, failure isn't about falling it's about staying down. It is easy to see that Finish Line won't stay down and are eager to try again. For a shoe company which doesn't have a lot to separate itself from its competition, the desire to do better and offer new services is an important aspect to keep them as a top competitor in the market.
  • Sarah Wesp on 10 Oct 13
     
    Agreeing with Sarah and Paige, I think Finish Line was very professional in the way they handled the "hiccup." It is clear that not everything can work smoothly 100% of the time, but I think they are doing a great job bouncing back from that. Also, going along with what they have already stated, I think the iPads really are going to improve the customer service because I know when I'm shopping for tennis shoes and they have to go back and look and then they get stopped by someone else and other people ask questions on their way to look, it can take a while so I think costumers will really appreciate the employees being able to let them know if they have what they want right at that moment. I think this will be very beneficial for the company!
Kate King

Finish Line overhauls customer experience with new tech | RetailCustomerExperience.com - 6 views

www.retailcustomerexperience.com/...tomer-experience-with-new-tech

mk473 Finish Line customer experience retail technology

shared by Kate King on 08 Oct 13 - No Cached
  • Kara Blakley on 10 Oct 13
     
    I feel this new technology integration is a great aspect for Finish Line to incorporate into their stores. The mobile kiosks they explained will really benefit customers since it's hard for a shoe/apparel store to have every color, in every size, and every style needed - especially when there are so many different variations available. Shoes are almost more critical than clothing when a customer wants the "touch, feel, try-on" aspect. Every shoe looks, feels, and fits differently. So if customers are able to see the style and try on a similar size to know what they specifically need, I think mobile devices and kiosks will greatly benefit customers and add value to the overall Finish Line shopping experience so they can get exactly the shoe they want and not have to settle for what's in-stock. I was also excited to read in the "Keeping Pace in Omnichannel Race" article, about the Finish Line "sections" coming to Macy's stores. When I go to Macy's, I usually shop for dressy shoes or everyday styles and steer away from running/tennis shoes because I feel I need a little more guidance for a shoe that will support my foot in such physical exercise. So now that Macy's will have a section under the Finish Line name that supports active shoe purchases is something I'm very anxious to take a look at when the integration is complete! It's great to have such established and successful companies such as Eli Lilly and Finish Line headquartered in Indianapolis!
Kate King

Finish Line puts up strong Q2 results | Chain Store Age - 6 views

www.chainstoreage.com/...sh-line-puts-strong-q2-results

mk473 Finish Line

shared by Kate King on 08 Oct 13 - No Cached
  • Kate King on 08 Oct 13
     
    Most recent operating results for FINL
  • ...2 more comments...
  • Kyle Werner on 10 Oct 13
     
    It is good to see that Finish Line is bouncing back from recent hiccups due to their e-commerce. Thirteen percent is a huge increase and showing that Finish Line has been able to come up with better tactics such as their relationship with Macy's and growing their specialty running group.
  • Lina Goens on 10 Oct 13
     
    After visiting the Finish Line, it is easy to see why they have increased Net Income. The store is a lot more modern with tablets and fancy lighting. They are playing on the experience factor we have mentioned in class. By changing the layout, they have sustained and continue to grow their brand image which I believe have led them to an increase in Net Income.
  • Brock Naylor on 15 Oct 13
     
    I think Lina hit the nail on the head with this one. The business that FL can expect to get from Macy's is fantastic, but by improving their store layout, aesthetics, and consumer experience in their own application not only strengthens their brand image, but allows them a solid foundation in which to build up from.
  • John Cummings on 15 Oct 13
     
    I also agree that the partnership with Macy's is the best thing they could do. But improving their customer service is something they need to focus on. Customer loyalty is how they make their income and the more they can improve on customer service the more loyalty and sales will occur.
Kyle Werner

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

investorplace.com/...store-within-a-stores-on-oct-4

mk473 place

shared by Kyle Werner on 30 Oct 13 - No Cached
  • Kyle Werner on 30 Oct 13
     
    After numerous setbacks, JCPenney is coming out with a different strategy with a new partner.
  • ...4 more comments...
  • Sarah Jacobsma on 30 Oct 13
     
    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.
  • Kara Blakley on 31 Oct 13
     
    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.
  • Sarah Wesp on 31 Oct 13
     
    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.
  • Carly Foley on 31 Oct 13
     
    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.
  • meganbos on 31 Oct 13
     
    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.
  • John Cummings on 05 Nov 13
     
    I am also surprised.. I worked at Disney world in Orlando and I do not see what disney expects to gain from this partnership.
rteufel

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

www.good.is/...companies-are-getting-it-right

mk473 customer service customer service

shared by rteufel on 17 Nov 13 - No Cached
  • rteufel on 17 Nov 13
     
    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?
  • ...4 more comments...
  • alipaigeh on 21 Nov 13
     
    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.
  • Kara Blakley on 21 Nov 13
     
    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!
  • Lindsey Wacnik on 21 Nov 13
     
    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.
  • Thomas Holmes on 21 Nov 13
     
    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....
  • Angelo Csuti on 21 Nov 13
     
    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.
  • Sarah Jacobsma on 21 Nov 13
     
    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.
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