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Kate King

JC Penney -- Are You Listening? - Forbes - 15 views

www.forbes.com/...jc-penney-are-you-listening

mk473 strategy JCP

shared by Kate King on 03 Sep 13 - No Cached
  • I had the opportunity to hear Jim Collins, author of the business best-seller Good to Great, speak at a conference two weeks ago.  He talked about the fact that truly great companies find, “the right 20% to change.”  Companies need to change, they just can’t change too much all at once, and they need to change the right things.
  • alipaigeh on 05 Sep 13
     
    I think this article is a great example of how important it is for companies to be continually evolving and strengthening their brands. I currently work for Kairos Zero, which is an online marketing consulting company, and their main objective in helping their clients is specifically defining the target market. Once the target market is clearly defined for any company, they can use analytics to better analyze their main customers, how they behave, and what they are looking to experience with your product or service. In the case of this article, JC Penny was unable to evolve and develop new strategies for existing or new customers because their target market was not clearly defined, and JC Jenny's overall focus was not based on what the customer truly wanted. This directly affected their bottom line over the course of two years. Unfortunate for JC Penny, but demonstrates how important it is to cater to the customer and provide that "experience" that they are looking for.
  • ...5 more comments...
  • Kara Blakley on 05 Sep 13
     
    I agree with Petro's thoughts that JCPenney needs to listen to the customers. Apple is a different "breed" in a way because we as consumers don't know what we want in technology until we see it - I would have never been able to think I wanted a device such as the iPod or iPad until it was introduced. Now, I can't envision my life without them! JCPenney's "suburban house-wife consumers" need practical and versatile items. JCPenney's St. John's Bay brand was a $1 billion brand and they need to capitalize on their strengths - not completely take it out. They need to insert new and exciting items such as Joe Fresh but keep the elements that make their company successful...and carefully change "the right 20%." Have you all shopped the new brands at JCPenney and/or did you like the older/familiar brands we know and associate with the company?
  • Sarah Jacobsma on 05 Sep 13
     
    I agree with Kara, JCPenny does need to listen to what the customers want -- not what they think the customers want. There was a great point made in the article that they had gotten rid of St.Johns Bay apparel line, which is a line some of their customers were loyal and kept coming back to JCP. This article is a great example as Prof King said "the right 20% change." Unfortunately, in recent years JCP has seemed to change the wrong 20% rather than the right 20% which is why they were doing so poorly. I do not think that Ron Johnson took into account that JCP is a completely different industry over Apple. I think when changing a brand a lot of factors come in to play and as stated in the article to target toward current customers and/or new ones is a decision the company has to make.
  • Camille Sampson on 05 Sep 13
     
    Well put ladies. As Kara mentioned, Apple is a one of a kind company... for now at least. Until specialized firms like Apple can successfully replicate the ability to predict market demand, it is unnecessary to take such risks, as JCPenny did with the removal of core brands, to boost sales. Although it is encouraged for firms to think outside the box in todays modern world, in order to grasp the attention of consumers along side multiple other stimulants, it is essential that firms do so in a cautious manner. This is a perfect example of the importance of "the right 20% change". Although it is unfortunate that JCPenny had to endure this experience, it has developed a significant message/ take away for the rest of the industry to learn from. It will take a lot for JCP to revitalize its image with lost customers, but I feel their history of strong customer service and attractive product lines will encourage benefit of the doubt in consumers minds. It is great that they are trying to reach new consumer markets, but JCP must not forget about those who got them to where they are today. They need to nourish previous relationships, while continuing to cultivate seeds within the upcoming consumers(younger families, young adults) to stretch their loyalty to JCP into the future.
  • Sarah Wesp on 05 Sep 13
     
    I think all four of you nailed it! The last sentence of that article states "this will involve a lot of listening," and that is exactly what JCP needs to do. They need to listen to their most important voice, the consumer -- what do they want, not "what JCP thinks the consumer should want." Overall, as we have learned, you must start with the customer and build from there--this is what JCP needs to do to start moving in the right direction.
  • Lindsey Wacnik on 05 Sep 13
     
    This was an interesting article that clearly showed that marketing plans are not one size fits all. What works for one company may not work for another, and JCP is an excellent example of a company that needed to do more research on their customers before implementing a plan. I was very surprised how little they did to look into what the customers were looking for. The troubles JCP is now experience is a warning to other companies to take a closer look at the consumer when creating new marketing strategies.
  • Paige Laughlin on 05 Sep 13
     
    As everyone has stated, JC Penney is in hot water because they have lost sight of what the main focus should be: the customer. Without focusing on the customer, how do they expect to keep them coming back? The main aspect of customer loyalty is keeping customers satisfied in order to make them want to be a continuous customer. Because JC Penney is making decisions based on what they think customers want without doing any market research to back up these decisions, it is apparent that their customer loyalty, which in turn, affects their sales is dwindling rapidly. One aspect of the article that I could relate to was when the author talked about using test brands to see customer's responses to the brand. While working at my part time job at Express clothing, we would always be sent one or two items that we didn't have and would use them as "test items" to see if customers would be interested in buying the item. If the items were purchased, we let the manufacturer know and they would determine whether they would send us the item to sell. If not, we would not sell the items in our store. I think using a test brand is a great idea for JC Penney to try. By using a select few items from different brands, they can see what is successful and what is not and plan accordingly.
  • Emily Prellwitz on 05 Sep 13
     
    When I saw the changes JCPenney made in person, I thought it made their company look a little bit cheaper. While it was nice to see low prices, I still liked the more "department store" feeling with cash registers in every department rather than just in the front of the store. I agree with Kara about how Apple is its own "breed" because Apple is constantly innovating their products to be more user friendly to their customers and they are constantly listening to their customers, not to mention their top of the line customer service. It is also a lot easier to listen to your consumers when you have one specialized product such as Apple with electronics. JCP sells a wider variety of things from clothing, to luggage, to home goods, to shoes. With that being said, I believe it is a lot more important for them to listen to your customers because they have a wider variety of target customers.
Paige Laughlin

Luxury Brands Must Develop Their Customer Experience To Survive - 4 views

www.huffingtonpost.co.uk/...ence-to-survive_n_2165351.html

mk473 customer experience

shared by Paige Laughlin on 24 Sep 13 - No Cached
  • Luxury retailers must focus on providing a rounded customer experience, rather than simply flogging goods, if they are to survive the ongoing recession.
  • brands must improve to keep their customers happy.
  • consumers want "intimacy, meaning, story, quality, provenance and a true sense of wonder",
  • ...7 more annotations...
  • New technology will be used to support this with the growth
  • mobile app
  • A personalised experience is the ultimate in luxury. You can get dressed by the styling team and understand how they see the collections being worn together; It’s like peaking behind the curtain.
  • not only a physical business but also a digital one.
  • "Shrines with apps, allowing instant exclusivity and gratification, which can be easily segmented are appealing to different demographics within a category," she said.
  • retailers have wrongly invested in technology – everyone on the shop floor has an iPad – great, but what are you doing for the customer? We believe there is no point in having an iPad when you could be there in person with the customer," she said.
  • Can luxury service really be delivered in a digital world?
  • Paige Laughlin on 24 Sep 13
     
    This article details the struggle that luxury retail stores are having with providing a "personal customer experience." Because the products are so high end, they are expecting that aspect to talk for itself; however, customers are wanting a more personalized experience than what these stores are giving them. What do you guys think about this? And also how do you feel about the technology aspect they talk about in the end?
  • ...1 more comment...
  • Lina Goens on 25 Sep 13
     
    I always expect a personalized customer service in a high end store. The store should make me feel important/special in order to create value. I also think that whether you are a VIP member or someone who stops in occasionally, it is important to treat the customers the same way. Burberry took a neat approach by incorporating the technology into their stores. (Although the store is huge for the amount of clothes actually offered.) It's a great start and I also think that technology that recognizes repeat customers would be highly effective in this environment. However I also agree when the article says "so what" to technology. These stores still heavily rely on the interaction amongst employees and customers so there is no way that technology can completely take over these high end stores.
  • Emily Prellwitz on 26 Sep 13
     
    I believe that if I am going to spend a lot of money on an item, I should get treated with high end customer service.This is a reason why a lot of top brands have personal shoppers, because they know their target customer is willing to spend a lot of money for high quality goods. It is also important for high end retailers to display the value of their goods through the value of their store, even if it means dishing out a lot of money for renovations. Burberry is on the right track with integrating technology into a store that would not normally have this kind of technology. This technology gets the customer more involved in their shopping experience instead of just browsing around the store.
  • John Cummings on 26 Sep 13
     
    These luxury brands will not die. They may not be making the revenue they desire but they will not disappear. My mother for example has more of these items them I care to know. It is people like her that will keep this industry from disappearing. However with the economy it will be difficult to find new customers. But yes making the customer experience more personable will continue to bring the already loyal customers coming back. I do believe those five things they are going to change will help. But it will not necessarily bring in new customers.
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.
Kate King

Retailers, Take Note: Young Shoppers Don't Care About Owning Your Stuff | Fast Com... - 14 views

www.fastcompany.com/...t-care-about-owning-your-stuff

mk473 environment 1 socio-cultural trends millenials

shared by Kate King on 28 Aug 13 - No Cached
  • meganbos on 31 Aug 13
     
    This was really interesting to read especially because my friends and I just spent the afternoon roaming around Mass Ave and not one of us made a purchase. We decided to spend the day at the City Market and then walk around downtown. I think that in relation to this article our generation is becoming for concerned with experience as opposed to purchases. While none of my friends made purchases in stores downtown, were were willing to pay the gas and food prices ect. in order to contribute to our overall experience downtown.
  • ...4 more comments...
  • Sarah Wesp on 01 Sep 13
     
    To piggyback off Megan, I also find this very interesting because about three weeks ago, something very similar happened with my friends and I in Chicago. We spent the entire day downtown and spent our money on the train ride, taxis, food, and a Ferris Wheel ride instead of purchasing items on Michigan Ave. I think all of us would agree that going to Navy Pier, touring Trump Tower, riding the Ferris Wheel, taking pictures at the bean, etc. made that "overall experience" more than buying "stuff." Also, I think DIY projects are becoming more and more popular. For example, before coming to school, I went into a little boutique close to home and found a few things I liked, but instead of buying them there, I purchased the supplies needed to make them myself. Though they did not look exactly like they had in the store, they were much less expensive and more special to me. So overall, I think people are starting to craft and do more DIY projects instead of buying items at a store.
  • Paige Laughlin on 02 Sep 13
     
    This was very interesting to read about because it is so true. There are a ton of people, my friends included, that prefer to online shop than buy things in a store. I am more of an in-store shopper; however, I do shop online occasionally. The most interesting part of the article to me was about whether or not our generation was becoming more or less "material-focused." While we do tend to be buying more online, I think this generation is just as material, if not more, than any other. Because we have the option to buy online, it gives us easier access to purchasing items: not only can we buy in-store, but we can also buy online. This, in my opinion, give us the a greater chance of materiality.
  • alipaigeh on 02 Sep 13
     
    I think the topic that this article is centered around is really easy for our generation to relate to, especially for me. I can't tell you how many times I go to H&M, Nordstrom, or any other retail store just to "check out what they have." I would say there's an even 50/50 chance that I will walk out with something or not. I think the most true idea in Peterson's article is "almost anything they [millennials] want can be found and bought online, when and where they want it." I think this is so true of this generation because if we can't find something we want online, that item that we wanted is pretty much scrapped because we cannot look at it from our own homes. Making everything as most convenient as possible for consumers, in my opinion, is the the primary goals for retail stores and this article definitely discusses that aspect.
  • Lina Goens on 03 Sep 13
     
    I agree with Megan and Sarah. Last semester in Prof King's class we discussed JCPenny's plan to become more of an "experience" for shoppers. I am not quite sure if JCPenny was able to execute this plan, but it seems as though it would work for millennials. Even the History of US Retailing predicts that "specialty operations that bring selection and a high- quality customer service and shopping experience" will survive and prosper. Megan and Sarah went for the enjoyment of friends and the city. That is exactly what our generation and millennials want. What we want is an experience, to be a part of something. I think that if retailers understand how to do this then they will have more customers. On top of this, the article says that the millennials are becoming more "frugal" therefore retailers need to make more of an effort to prove that a store is worth a millennial's money. Just a quick thought - don't know if any clothing companies do this or not (probably) but if an online store let a customer create a lookalike avatar - same height, weight, ect. Now the online shopper can dress themselves on the computer (kind of creepy to think about but hey! An experience nonetheless). I think ideas like that which add an experience would spark millennials' interest.
  • Lindsey Wacnik on 03 Sep 13
     
    This article made me really think about my purchasing habits, and what I value when deciding whether or not to make a purchase. What really stuck out to me in this article was the idea that the millennial generation might be becoming more frugal. With the heavy focus on online shopping, I think it provides customers with more options. You have the ability to go to a store find something,not purchase it, but still have the experience the "shopping" experience. If you saw something while looking that you want, there is the option to go online to seek out better deals with other companies for the same product. So the millennial generation may be more frugal in the sense that there are many ways of obtaining the items they want, but they utilize the internet to seek out better prices.
  • Emily Prellwitz on 03 Sep 13
     
    I agree with Megan, Sarah and Lina. I view shopping more as a social experience than anything else. It is very rare that I ever go shopping by myself because I enjoy having someone there with me when I am trying clothes on and walking around etc. With that being said, after a day of shopping or being in a shopping environment I do not base whether I had a good day or a bad day based on how many items I purchased but whether I had a good experience shopping. Whether that be based on the people I was with, or if my food was good or bad or if there was good or bad customer service at the stores I was at. I also personally think there is a completely different experience shopping for clothes in a store vs. shopping for other retail items (electronics, jewelry, appliances, books etc.) in a store. A lot of people (myself included) like to try on clothes to see how they fit and how they look on so I enjoy shopping for clothes in-store. However, when it comes to other items that do not need to be personally fitted to me, I enjoy online shopping just for the pure convenience.
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.
jkayjohn

Pilgrimage, Anyone? Green Mountain Coffee Is Opening a Keurig Store - Businessweek - 3 views

www.businessweek.com/...ffee-is-opening-a-keurig-store

mk473 customer experience businessweek

shared by jkayjohn on 24 Sep 13 - No Cached
  • jkayjohn on 24 Sep 13
     
    Green Mountain Coffee is opening a Keurig Store to hopefully get to know more about their customers and offer on site demos, special promotions, new product offerings, and unique accessories for the Keurig to customers
  • ...2 more comments...
  • jkayjohn on 24 Sep 13
     
    Green Mountain Coffee is opening a Keurig Store to hopefully get to know more about their customers and offer on site demos, special promotions, new product offerings, and unique accessories for the Keurig to customers
  • Lindsey Wacnik on 25 Sep 13
     
    This article was an interesting read that opens up new ideas in regards to gathering insight into consumers. I am very curious to see how successful this store is at obtaining information from consumers. I feel like the Keurig store will receive more foot traffic from consumers who are interested in becoming users instead of those that currently have a Keurig. Those who already own it, and are satisfied will most likely continue to obtain the necessities for the appliance at their normal retailers. The way I see it, the store will be capturing more about potential clients rather than the current users. I am unsure if the cost incurred through opening the Keirig stores will be worth the information they gather.
  • Camille Sampson on 26 Sep 13
     
    This is an interesting strategy for Keurig. Like Lindsey mentioned, it'll be interesting to see how this effects the companies over all sales. Although the venture will provide fantastic PR, the question is whether he gains will outweigh the costs. I agree with Lindsey again though, it is likely that a majority if the visitors will be non-existing customers, of whom will leave with a positive experience and thus opt to buy a Keurig machine of their own. It will also be interesting to see the "accessories" that will be available for sale. These products would appeal to the existing customers, but would also highlight their need to "update" their Keurig models and thus consume more of the brands products. It would be great to see Keurig develop their "eco-friendly" line a bit further. It consists of k-cups that are recycle friendly. Ufortunately these products are quite a bit more expensive, a problem Keurig is already facing; making products more available to a larger demographic.
  • Kara Blakley on 26 Sep 13
     
    This article was fascinating to me! This is another example of how companies who used to be primarily product only or even online only want customer feedback and input. I think the idea is great - to let people use the machine to see how it works and how it can work in their everyday lives. But the location 14 miles outside Boston is a little far away I feel. I hope it is successful - already the outside looks sleek, classy, and expensive and I think the design alone with get people into the door to explore the concept. Since their goal isn't to sell, sell, sell but rather to experience and learn from consumers, I think it will work. But I do agree in this still tight economy, going to your local Walmart or Bed, Bath, and Beyond to buy the same coffee pods is realistic.
Sarah Jacobsma

Is This The Future Of Retail? AT&T Thinks So - Forbes - 3 views

www.forbes.com/...future-of-retail-att-thinks-so

mk473 customer experience forbes

shared by Sarah Jacobsma on 24 Sep 13 - No Cached
  • AT&T’s research found that consumers who want to buy a specific product and have it delivered to their home will simply do it online. But for those who enter a store, their purpose is to learn, to experience, and to speak to a person.
  • AT&T’s research found that consumers go to the web to conduct ‘transactions;’ they go to a store to discover solutions to help them live, work, play, and learn.
    • Sarah Jacobsma
      Sarah Jacobsma on 24 Sep 13
       
      AT&T's research has really allowed them to create a omni-channel retailer. This allows consumers to learn about a product and use them before the purchase is made. How do you think this interaction with different phone models will effect companies such as Apple -- who already offer their customers this type of environment?
  • How do we want people to feel when they enter our store?
  • Sarah Jacobsma on 24 Sep 13
     
    This article discuses the future of retailing for AT&T specifically for brick-and-mortar locations. Their new store design will offer highly personalized services, solutions - not transactions, and emotionally engaging experiences.
  • ...2 more comments...
  • John Cummings on 24 Sep 13
     
    This validities my the presentation that I did in class last week stating that the omni-channel retailing approach is where the retail industry is heading... Great article....
  • rteufel on 24 Sep 13
     
    I agree with AT&T's stance on store layout and in-store customer service since this was the aspect of Phone retailing that was missing most of the time. At least that is my experience from Germany and the Netherlands. I think there is a huge potential for this model in other markets then the US as well.
  • Carly Foley on 25 Sep 13
     
    I like the idea of the reps having tablets and their not being a counter between the customer and the rep. It would feel so much more friendly. I kind of want to go to the store next time I'm up that way. I think it is a good idea.
  • Sarah Wesp on 26 Sep 13
     
    Great article! My article is also discussing omni-channel retailing and I really do think this is where retail is heading and think it is going to greatly improve overall customer experience!
Kate King

Retail Stores Are Tracking You Like Crazy ⚙ Co.Labs ⚙ code + community - 8 views

www.fastcolabs.com/...es-are-tracking-you-like-crazy

mk473 environment 2 technology ethics privacy

shared by Kate King on 16 Sep 13 - No Cached
Sarah Wesp liked it
  • Lina Goens on 16 Sep 13
     
    I like it! I want to be recognized, greeted, and assisted if I need to be. I can see where some people may feel uncomfortable but employees should be trained when to know when a person wants more help or to be left alone.
  • ...7 more comments...
  • rteufel on 16 Sep 13
     
    To me this seems like the next logical step. What as worked extremely well in online stores (I have worked for one for 5 years and we made a considerably large ratio of our revenues with cross selling on product pages), might also work in actual retail stores. It will, however, take time until customers get used to being "spied on". In my opinion they WILL get used to it, the same way everyone got used to facial recognition in facebook, data collection by Google, and customer profiling by Amazon.
  • Kyle Werner on 17 Sep 13
     
    What technology can do in this age and how retailers are using it effectively to further enhance their business ventures is simply astonishing! A possible next step to this if not in the development process already is if the consumer has the mobile app on their phone, the app will be able to tell what products the consumer is looking at and offer suggestions regarding the product. This could even be taken one step further, for example, if a customer is looking at lunch meat at the deli, the app could even suggest what types of condiments or kinds of sides for the lunch meat, and help assist the consumer in where to find these products in the stores. I agree with Raphael, consumers will have to get used to this business strategy, and look at the silver lining of how these tactics can be beneficial to themselves.
  • jkayjohn on 17 Sep 13
     
    I think the biggest problem with this sort of tracking is many people feel entitled to a sense of privacy. Even though in our day in age this sense of privacy does not truly exist. We are tracked by what we do and what sites we visit online everyday so it makes sense that retail stores deserve the same chance, but people I believe will feel even more violated by this sort of tracking in the physical sense if they are not being told about it. I think the best way for retail stores to go about doing this is by actually making the public aware and playing on the benefits of being able to track their customers and give them the best assistance possible. They need to have a market strategy in place that can do all of that.
  • Carly Foley on 17 Sep 13
     
    I don't know whether to be impressed or creeped out. I feel like I would want to turn my phone off any time I would go to the mall because I don't want to be bothered when I'm shopping or anything. I like to go in and get out. I am not big into shopping so I make it as fast as possible, and the fact of someone knowing what stores I am at or what I am looking at is a little weird for me. I like my privacy.
  • John Cummings on 17 Sep 13
     
    I agree with Lina this can upset some people. They may think their privacy has been invaded. But any business person would understand that this is just another marketing ploy.
  • Kara Blakley on 17 Sep 13
     
    This article is really showcasing specifically how almost no aspect of our lives is private anymore. I did a research report a few years ago on the Psychology of Food/Supermarkets and the technology that are utilizing to get our business. The "tracking" in the stores has been utilized by a few companies that send mobile coupons to your phone when you pass by certain items in the store. Not only that, but the technology keeps a record of your purchases and alerts you when you are around those items again. I even read a story of a father finding out his daughter was pregnant when she received Target baby advertisements/coupons in the mail from the child care department. Based on her previous purchases, Target's customer technology knew she was probably having a baby before her own parents did (or before she decided to tell them). From a business standpoint, I understand trying to utilize any technology means possible to get purchases, but the line is fuzzy between being helpful and being intrusive. Finding a balance between the two is something companies need to figure out!
  • Sarah Jacobsma on 17 Sep 13
     
    I agree with Lina and John. I think it is very impressive that companies can use phone tracking to help out customers. In reality how much privacy do we have these days anyways? From a retailer stand point this technology can be very helpful but from a customer standpoint it can be a little creepy. What technology can do amazes me and it will be interesting to see how it effects the way retailers and consumers interact.
  • Emily Prellwitz on 19 Sep 13
     
    I find this kind of stuff extremely interesting. I honestly like that stores can track me like this because this means that they are more likely to send coupons and deals my way for the things I want to buy. I also think this is a great way for stores to get the perfect layout of their store by seeing where certain demographics walk around.
  • Camille Sampson on 19 Sep 13
     
    This is significant because it has implications beyond just marketing to consumers. The question is, how far should we trespass into citizens (aka customers) rights in order to improve the customers experience? This isnt JUST another marketing ploy, it's an experiment in eroding consumer privacy... and it's working. Marketers realize how little consumers are informed of their own behavior and by association they realize lengths to which they can go. But as privacy erodes, what do we really gain? Sure, it's great they can send us coupons and build our customer profile, but did companies consult the consumer and get consent to do this? Is this data collection all passively done because companies know the taboo behind privacy issues? What does this type of intrusion open up in the future? I think this is seen as simply "the way things are" because we are all desensitized to businesses (and governments) violating the privacy of information. I would like to point out that historically when masses of people in power simply accept things the way they are that's when really really bad things happen (slavery, child labor, exploitation, etc). Passive accumulation of this information seems to me complicit with those who actively accumulate this information- they're both invasions. We must critically think about how allowing such invasions actually works to shape the physical and mental landscapes of our lives, are we actually prepared to deal with the consequences? So, while it may seem like this is just another marketing ploy, we instead should see this as actually another breach of private information which will continue to shape consumer behavior.
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!
Emily Prellwitz

Topshop, New York- Visual Merchandise - 9 views

vmsd.com/topshop-new-york

mk473 customer experience presentation

shared by Emily Prellwitz on 13 Nov 13 - No Cached
  • Emily Prellwitz on 13 Nov 13
     
    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?
  • ...3 more comments...
  • meganbos on 14 Nov 13
     
    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.
  • Paige Laughlin on 14 Nov 13
     
    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.
  • Lindsey Wacnik on 14 Nov 13
     
    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.
  • Sarah Wesp on 14 Nov 13
     
    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.
  • Sarah Jacobsma on 14 Nov 13
     
    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.
rteufel

Five E-Commerce Must-Haves in 2013 | Retail Trends | RIS News: Business/Technology Insi... - 8 views

risnews.edgl.com/...mmerce-Must-Haves-in-201388520

mk473 ecommerce

shared by rteufel on 06 Oct 13 - No Cached
  • rteufel on 06 Oct 13
     
    The articles summarizes the most recent trends in e-commerce by giving advice to online retailers about what they should be aware of in 2013.
  • ...6 more comments...
  • Kyle Werner on 08 Oct 13
     
    I agree with the author that the #1 must-have for retailers is mobile optimization. Everyone checks the web on their phone, so optimizing an app for mobile interface will be the key for being the top retailer in the very near future.
  • meganbos on 08 Oct 13
     
    I think stores can really benefit from streamlining the checkout process for consumers. Being able to check out anywhere in the store saves time waiting in line and also gets sales staff out on the store. We learned about JCPenny attempting to adapt this model, although it was not sucessful there- in other smaller stores where integration would be easier and quicker and lines are a bigger problem it could really improve the customer experience.
  • Brock Naylor on 08 Oct 13
     
    I personally feel that aesthetics of a mobile app or website play a significant role in inciting a purchase from a consumer - me, specifically. If a page has an unappealing, non user friendly layout it can be very frustrating to navigate as well as find a specific product you're looking for, and often times will cause me to give up my search. I believe in this regard that ecommerce is the most important frontier for retailers currently, and if they are behind in this respect, then they will rapidly fall behind in the marketplace.
  • Paige Laughlin on 08 Oct 13
     
    I completely agree with this article. The point about free shipping as many times as a company can is huge to me. When I am shopping online and see an item that I want, it makes me that much more likely to get it if there is free shipping on the item. I also agree with the point about creating a mobile optimized website or app for mobile users. Sometimes when I'm on a website on my phone that is not optimized for mobile, it's hard to navigate and hard for me to click on things because the links are so small, which is frustrating. I think it's important for companies to make it as easy as possible for consumers to buy things online because I think that is the new trend and, of course, since mobile phones are so hot right now it would only make sense to make the mobile phone experience when buying something as easy as possible. I actually just bought something the other day online on my mobile phone and it was just as easy as if I were to have bought it on my computer, and that gives me as a customer easier access to buy things.
  • Lindsey Wacnik on 08 Oct 13
     
    I agree with Megan the worst part of shopping is the line just to checkout. If a customer is in a time crunch, and the store has the capabilities to allow customers to checkout anywhere it allows them more time to look around, and possibly make more purchases. It also frees up more space for customers to look around the store, this will be crucial for stores that are very small in terms of space.
  • Krista Lawson on 08 Oct 13
     
    I agree with the above as well. I really find that the page layout and functionality have a strong influence in me not only in purchases, but general cases as well. I remember when I was looking at colleges, those who had poorly constructed websites automatically negatively impacted my thoughts towards them even if I hadn't visited. With such tech savvy consumers I think these online aspects gain even more importance and should be given special consideration.
  • John Cummings on 08 Oct 13
     
    The page layout definitely has strong influence.. A company's website is becoming most important.. For most this is how a person gets their first impression on the business. The more tech savvy the business becomes the better likelihood for success in my opinion.
  • Emily Prellwitz on 08 Oct 13
     
    The number one must have is definitely mobile optimization. I actually tried buying something off my phone today while I was in the car. This creates for convenience for consumers because smart phones and tablets and other mobile devices are so popular right now. Free shipping is also extremely important especially for goods that weigh a lot or that would normally be a lot of money to ship.
Camille Sampson

Target Knows Before it Shows... | Applied Data Labs - 7 views

www.applieddatalabs.com/...target-knows-it-shows

strategy customer experience promotion

shared by Camille Sampson on 05 Sep 13 - No Cached
  • Lina Goens on 05 Sep 13
     
    What a great target market! Never thought that by targeting mothers that they would continue to shop at the same location they bought bottles from. Crazy to think how companies can know so much about someone! Poor father.. but I think Target moved in the right direction by making the coupons more random and less direct. This is definitely something to take into consideration when I, or anyone else for that matter, finds marketing jobs. Great article! Loved the insight.
  • ...2 more comments...
  • meganbos on 08 Sep 13
     
    Anyone else getting a website error when they try to read the article?
  • Kyle Werner on 08 Sep 13
     
    Wow, what a surprising twist in an a very insightful article! I had no idea Target acquired this much data on its consumers. To be frank it almost worries me a little bit how closely one is monitored by retailers. But as Lina said Target took better steps in randomizing coupons, which makes me feel a little better. This was a great contribution to the class Camille thanks! Megan, Try this link http://www.forbes.com/sites/kashmirhill/2012/02/16/how-target-figured-out-a-teen-girl-was-pregnant-before-her-father-did/ it's a very similar article to the one Camille posted!
  • Sarah Jacobsma on 09 Sep 13
     
    What a great article. I had no idea the amount of data acquired about its customers. Like Lina and Kyle said it is a good idea to send customers a wide variety of coupons versus more direct coupons, which makes me feel a little less creeped out that target knows so much information about us. It is an interesting look on how companies acquire data to bring customers in and transform them into loyal target customers .. especially interesting to see that mothers are targets main target!
  • Emily Prellwitz on 10 Sep 13
     
    Target is one of those stores where I walk in needing one or two things and leave with five or six items I had no intention on buying. This article really shows how innovations in marketing research can boost sales immensely. I agree with Lina, Kyle and Sarah in that it is good that the coupons are more random so Target does not scare their customers away. I am interested to see what Target does their research on next because they have had such great success with the moms to be.
Brock Naylor

How Store Layouts Affect Customer Behavior and Sales - 10 views

www.fastsigns.com/...ct_customer_behavior_and_sales

mk473 store design elements signage layout

shared by Brock Naylor on 13 Nov 13 - No Cached
  • Brock Naylor on 13 Nov 13
     
    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?
  • Paige Laughlin on 14 Nov 13
     
    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.
  • Lina Goens on 14 Nov 13
     
    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.
Lindsey Wacnik

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

www.forbes.com/...-successful-follow-up-campaign

mk473 people

shared by Lindsey Wacnik on 19 Nov 13 - No Cached
  • Lindsey Wacnik on 19 Nov 13
     
    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?
  • Kyle Werner on 21 Nov 13
     
    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.
  • Thomas Holmes on 21 Nov 13
     
    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

The loyalty lie | RetailCustomerExperience.com - 6 views

www.retailcustomerexperience.com/...The-loyalty-lie

mk473 customer experience loyalty CRM

shared by Kate King on 25 Sep 13 - No Cached
  • most loyalty programs don't work
  • So, why don't most loyalty schemes work? Research points to several reasons. Loyalty programs are transactional. Loyalty isn't.
  • The best brand/consumer relationships are those that become transformative in the sense that the customer feels somehow better for having done business with the brand. The brand and shopping experience are the loyalty program.
  • rteufel on 25 Sep 13
     
    I agree with the article, that loyalty programs are not working. In my own experience there are only TWO kinds of loylty programs that are working somehow. Firstly, a loyalty program that is introduced by a brand/shop/store that I am already loyal with, e.g. the favourite coffee shop, or the closest supermarket. In those shops a loyalty program might even lead customers to buy more and appreciate it. Secondly, what I think is also working are loyalty programs introduced by a pool of shops. E.g. in Germany we had PayBack for a long time, which was a joint loyalty program that gave you points in almost any major retailer in Germany, so it was used by a lot of people. Noone wants to have 10 or 15 loyalty program plastic cards in their wallet, though...
  • ...2 more comments...
  • Angelo Csuti on 25 Sep 13
     
    The article is totally right! I worked for a year at a gas station next to my studies and we had these 'puy 9 coffees, get the 10th for free' cards, which we wanted to hand out to all taxi drivers, to make them visit our gas station frequently. Every second driver refused to take a card, when I offered them, because of the huge amount of other loyalty cards in its wallet (as Raphael already pointed out). Furthermore, I saw that we also have those cards for drinks at the HRC Store and I never took one, because I simply consider the drinks as too expensive to buy a dozen of them, just to get one for free!
  • Kyle Werner on 26 Sep 13
     
    This is a great article! It's very similar to a costco card or a sam's club membership. The only way a loyalty card like this would work is if the company had prices that beat juggernauts such as walmart or target. Most people on campus do have costco cards, so whether it's the Costco food or the ability to buy literally almost anything at the store, Costco seems to have found the solution.
  • Brock Naylor on 26 Sep 13
     
    I believe one of the largest reasons why loyalty is such an obstacle in today's markets is primarily due to fast paced, innovative society that we live in now. Consumers are becoming so oriented to 'the next big thing' that it is increasingly difficult for businesses to keep up with this rapid changing of trends, especially considering the small window a product has before it is one-upped.
  • Krista Lawson on 26 Sep 13
     
    I thought this was interesting to read as I myself have several loyalty cards to various places. I never put much thought into it, but after this article it really emphasizes the fact that I. Not really loyal to the brand as much as e transactional benefits. Given an alternate and similar option at a better price I would probably jump ship from those I support now to something different. It may not create the sincere loyalty, but it has worked in keeping me to returning to certain places for the transactional benefits, so it doesn't seem like a total failure.
alipaigeh

Food Trucks Motor Into the Mainstream - 2 views

network.intuit.com/...ucks-motor-into-the-mainstream

mk473 place

shared by alipaigeh on 30 Oct 13 - No Cached
  • alipaigeh on 30 Oct 13
     
    My presentation will primarily focus on different types of food trucks and how the food truck industry is starting to boom. I really encourage you to watch the short video at the end of the article!
  • ...3 more comments...
  • Lina Goens on 30 Oct 13
     
    This trend follows the Millenial's "on the go" mentality. The unplanned location seems to be catching on and the people are attracted because of the quality of food. The food trucks are able to offer a relationship with costumers considering the chief is most likely running the cashier. There seems to be a perception that the food is more fresh than restaurants and food trucks are picking up on trends by offering organic options. The experience is more personal interaction which is what Millenials want.
  • Lindsey Wacnik on 31 Oct 13
     
    I agree with Lina, it is all about the experience, and the food trucks can provide this. They are able to provide great service to their customers and provide more options on trending food such as organics. I am interested to see if there will just be more food trucks in large cities like Indy and Chicago or if they will start appearing in cities that are more medium sized cities. They are projecting a large increase in revenues and I am interested to see how they will able to achieve this.
  • Angelo Csuti on 31 Oct 13
     
    Good topic! Also in Germany, food trucks are becoming bigger and bigger. The ability to cover several areas and thus markets, is a high advantage. However it is also hard to maintain a working customer relationship. In Germany a lot of them have fixed dates at which they are at certain predetermined places, so customers can literaly chase them. I think by doing so, they lose a big fraction of their competitive advantage again, because in the end they do depend on fixed locations. However, if they don't do it, they can only count on spontaneous purchases. It is a trade off!
  • Emily Prellwitz on 31 Oct 13
     
    I agree with Lina about the trend of "on the go" food. I feel like food trucks used to have a low quality reputation but today more and more food trucks serve amazing gourmet food. A lot of cities even have food truck festivals with a ton of different options and different experiences. The fact that food trucks are a essentially a restaurant that can be anywhere at any time gives them a huge competitive advantage as far as place goes.
  • meganbos on 31 Oct 13
     
    This is really interesting, in another class I am focusing on the benefits and the popularity of specialty food in the recent market. I think food trucks really meet this market of people looking for good food at a quick pace. This also incorporates the sense of community around food trucks.
Kate King

PayPal points Beacon toward the future of in-store payments | RetailCustomerExperience.com - 2 views

www.retailcustomerexperience.com/...he-future-of-in-store-payments

mk473 environment 2 technology

shared by Kate King on 12 Sep 13 - No Cached
  • Kate King on 12 Sep 13
     
    Be sure you check out the two videos as well -
  • ...4 more comments...
  • meganbos on 15 Sep 13
     
    Wow! This is some really cool technology, and it sounds like it would make life convenient- but I can't help but wonder about the security of the system and how easy it would be for someone to hack into your paypal account and risk you losing everything. Also, it wasn't explained very well how stores monitor this, can you just walk out with our product in the grocery store or how does that work? It seems like although this would increase efficiency of the shopping experience there may be some pretty big issues to iron out as well.
  • Sarah Wesp on 15 Sep 13
     
    All of the things that continue to evolve with technology just blows my mind! This PayPal Beacon does seem really great, efficient, and very convenient but I do have some of the same concerns that Megan pointed out. So when you go up to confirm, do they check to see what you have to make sure everything is accounted for? I think this does have great potential and would make the check out process much easier, I would just want to know a little bit more about this system.
  • Lina Goens on 16 Sep 13
     
    Megan and Sarah nailed my same concerns. Seems like there are some loose ends that need to be cleared up but interesting concept overall. I like the idea that I could be greeted by my name when I walk into a store. I think this could help marketers learn a lot about their customers and what people buy when they come into a store. For example, it would be great if a sales employee could see when and what were the last items a customer purchased. That way the sales associate can direct the customer to products they like. PayPal Beacon could help out immensely!
  • alipaigeh on 17 Sep 13
     
    WOW, what an invention. How perfect would this be for running errands in the most efficient way possible? There would practically be no line or no waiting. I had the same thoughts going through my mind about making sure products are accounted for, but with a product like this I feel like the experts would cover that. My concern is towards what stores will actually catch on and implement this new device. Will it primarily be retail/clothing stores, or could it be incorporated into Target, or Macy's? The PayPay Beacon seems to offer a lot in terms of convenience and I am interested to see who will catch on.
  • Sarah Jacobsma on 17 Sep 13
     
    Technology never ceases to amaze me - how convenient for people who hate waiting in line. I agree that there is a HUGE security concern for retailers and consumers. I think there are a lot of issues that need to be addressed on all ends. It will be very interesting to see if this idea catches on or if retailers and consumers will continue shopping as they always have.
  • John Cummings on 19 Sep 13
     
    PayPal was a huge success online and I believe it will be a success in the stores too. I hate to wait in lines and if this shortens lines then I am all in. I agree with Sarah the security issue does worry me and needs to be tested and addressed before actual use. Once the security problems are fixed I firmly believe this with great enhance the customer experience and drive revenues in the retail industry.
Kara Blakley

How to Beat Your Competition by Innovating in Ways They Can't Copy - Forbes - 13 views

www.forbes.com/...ovating-in-ways-they-cant-copy

mk473 environment 1 competitive factors urbanoutfitters

shared by Kara Blakley on 10 Sep 13 - No Cached
Krista Lawson liked it
    • Kara Blakley
      Kara Blakley on 12 Sep 13
       
      Each company uses different jargon, and I found it interesting they hire "artists." Some business people can have artistic and creative sides to them in order to manage stores. Do you agree?
    • Kara Blakley
      Kara Blakley on 12 Sep 13
       
      Have you ever noticed unusal pieces in Urban Outfitters that you haven't seen in other UO stores? This creative freedom is an intersting aspect to UO's strategy!
    • Kara Blakley
      Kara Blakley on 12 Sep 13
       
      Do you like having continuity when you go into a store or are you intrigued by the differences Urban Outfitters showcases?
  • ...2 more annotations...
    • Kara Blakley
      Kara Blakley on 12 Sep 13
       
      I believe Steve Jobs did just this - we couldn't begin to imagine what we wanted in technological products that he was instrumental in creating. But he had the vision and made it a reality - and what would we do without all our amazing Apple gadgets?
    • Kara Blakley
      Kara Blakley on 12 Sep 13
       
      I don't agree with this statement - why do they need to replace all their managers? Why can't we just begin to think in a different way in order to evolve for the better?
  • Lina Goens on 10 Sep 13
     
    Exciting to know that college students began the company and have stuck to their values ever since. It is interesting to hear that they prefer art students over business students (us). Makes me think that we should become more well-rounded so that we are not stereotyped as only "analytical" which the article mentions at least twice. We can be creative too!
  • ...3 more comments...
  • Krista Lawson on 10 Sep 13
     
    I thought this was a really interesting read and like how they emphasize catering all aspects of their store to their target market. While I can't say I have made many purchases at Urban Outfitters, I feel like it is also a destination store. The atmosphere is inviting and draws people in because it is so different. That alone helps create a buzz and draw others in. There is an Urban Outfitters at the Keystone Fashion Mall which got me thinking to some of the other stores there. I feel like there are many store there that share this fun, atmospheric experience which really adds value. The atmosphere can really help or hinder a consumer's experience and I feel like that the Keystone Fashion Mall has done a great job of creating a unique experience for all of its visitors - Urban Outfitters being included as a part of it.
  • Kara Blakley on 11 Sep 13
     
    This is an article relevant to us - college students! We have only had a few classes and already Urban Outfitters has come up as a retailer that has drawn our attention. The article gives a great example of how Urban Outfitters is trying to attract their target market to their stores, not just through their merchandise but by keeping us there longer with a unique layout. Lina gave a great point how today we all need to be well-rounded in many different areas which can bring value to a company. And Krista, I agree with you about the Keystone Mall - the layout of the stores and lots of open space keep shoppers happy and in the mall longer. This is an aspect many other shopping centers could/should pick up on...how the "atmosphere" and store selection makes us feel.
  • Lindsey Wacnik on 12 Sep 13
     
    Similar to what Lina mentioned in her post, using artists to influence the layout of a store is a very interesting approach. There may be some advantage to that, although we may not think we are analytic, being business students, at Butler we are very well versed in all the disciplines of business. This makes us think not only about our vision for something, but also the outcomes of it financially and economically. So maybe Urban Outfitters is onto something with their thoughts moving from being focused on the business perspective to the artistic perspective. If they can incorporate new pieces into their displays that they find on their drive into work without consulting others, that is an awesome way to keep your store forever changing and to continue its appeal. I am very interested to see how many stores will begin to follow in their footsteps, and incorporate more artists into their decision making.
  • Sarah Wesp on 12 Sep 13
     
    Thank you for this article Kara! Urban Outfitters is one of my favorite places to shop and I had no idea that it was started and run by college students--I think this is one of the great ways that they are attracting their target market. This was my favorite sentence from the article, "If a manager sees an old wooden crate on his way to work and thinks it would look good in the men's section, he can bring it to work and put it on display." This is wonderful, just wonderful! Going back to what a lot of you have already mentioned, their unique layout and atmosphere is what brings people in and creates that overall "experience" for the customers.
  • Sarah Jacobsma on 12 Sep 13
     
    Great article Kara! I agree with Lina and find it very interesting that they prefer to hire art students versus business students. Although I am not a very artist person this article makes me wonder if students should take more classes in the arts along with our core curriculum. I have never actually entered or bought anything from urban outfitters so I cant say I truly understand what the stores look like from a layout stand point, but it is very interesting that employees are allowed a sense of freedom when it comes to creating an ascetically pleasing store. I think it will be interesting to see if more businesses learn toward hiring more artistic individual.
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.
Lindsey Wacnik

Staples tracks on digital signage to tackle omnichannel - 2 views

www.digitalsignagetoday.com/...ge-to-tackle-omnichannel-Video

mk473 omni

shared by Lindsey Wacnik on 05 Oct 13 - No Cached
  • Lindsey Wacnik on 05 Oct 13
     
    This article discusses Staples incorporation of interactive kiosks and digital signage into their stores to help be more efficient with their square footage. They are trying to give customers "access to endless aisle shopping and ordering capabilities." Do you think shoppers will be disappointed by the limited amount of options on hand or will the ability to order more items in-store outweigh the limited selection?
  • ...3 more comments...
  • Carly Foley on 06 Oct 13
     
    Isn't this just like what Kohl's has, just for office supply? I think it is a good idea and I have used the one at Kohl's many times. It make shopping more convenient, especially when it is busy. It is annoying sometimes that they don't have on hand the one thing you need now, but in those instances you might go somewhere else and pay more to get it now.
  • Lina Goens on 07 Oct 13
     
    I think the ability to order more items in-store will outweigh the limited selection. At times it can be difficult to find the exact product you need because the labels look the same, but now you can search on the computer/Ipad and find exactly what you need. It sounds like a great convenience as Carly mentioned, and I think it sounds like a great idea. It can take some stress off of employees because people can refer back to the computer as an alternative option.
  • Sarah Wesp on 08 Oct 13
     
    Going off of what Lina said, this will make it much easier for consumers to find the exact products they're looking for. It can often be intimidating when walking into a store like Staples or Kohl's when you are trying to look for something specific, so I think these kiosks will give consumers the opportunity to find what they want more efficiently. Also, I could see where some shoppers may be disappointed because of the limited selection, but I think overall, the ability to order more items in-store will outweigh the limited selection.
  • Brock Naylor on 08 Oct 13
     
    The digital kiosk idea can be great, but only if it works effectively. In my experience, I tried using Targets kiosks that they started using to pull up a registry for a wedding. However, the system wouldn't allow me access to the registry, and even after an employee tried helping me, we both just kind of gave up. This is just one example how technology if used improperly can do more to hinder a consumer's experience than help.
  • Sarah Jacobsma on 08 Oct 13
     
    I am not sure how I feel about Staples new plan to offer a limited selection in-store. If this is more for small items that there are many types of -- it is helpful and takes away the frustration of searching for a specific item among many alike items -- but why would we go into the store when we can just order it online? Going off Lina -- sometimes the reason people go into stores is to get the item there and then . . . this makes me think will ordering it in store be more of a hassle than a convenience? I think it will be interesting to see how consumers react to this new shopping experience. . I think it is a good way to incorporate online and in-store shopping but I think that this may just drive consumers to shop online and stray away from going into the store.
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