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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....

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.

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.

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.

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.

Excuse me, their* interests

Not sure how I feel about this. Also not sure how it works. If it is based off of what they use to track terrorists, how have they configured it to work for consumers. Even after reading the article, I still feel like they didn't explain it very well.

Quiet intimidating to see how much we are getting observed by big companies, using the same techniques as the NASA. In Germany we also have had a big debate about it for years already but there is no progress. I think we unfortunately have to accept that the spying techniques are one bad consequence of the internet and be aware, while using it.

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

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

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

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

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.

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.

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.

I think this is an interesting article and it is great to know in hispanic communities there are stores tailed to their needs but as Lina stated it will be interesting to see what other cultures will be incorporated. I worry that in the future there may be potential issues with there being "too many" of these specialty malls but as for now it is good to know they are working out.

This is fantastic. A huge opportunity to capitalize on the movement toward a globalized market, this hispanic malls could really be the start of an ingenious idea to spread cultural awareness. If they are able to effectively target highly populated hispanic communities throughout the country however, we are likely to see a rise in the newest "Walmart" corporation that will monopolizing the hispanic retail market. This could be a good and bad thing simultaneously. Along the lines of what Lina said, the market could become exhausted if it is not promoted in the right areas or in the right ways.

I can relate to this article in a few different ways because I spent 5 months living in Spain, surrounded by Hispanic markets, malls, shops, and supermarkets. I think this is a great idea and gives the Hispanic population in these states an opportunity to revisit their roots. They will be able to shop at the Hispanic stores they are accustomed to and also indulge in food that they love at the times of day they are accustomed to doing so.

Walmart absolutely made the right decision. They need to address this issue and I respect that they are changing to adapt to our more health conscious society. I think it is unfair that there is so much blame on CocaCola because they are not forcing us to drink it - we go and buy it. There are plenty of other drinks that are bad for someone too.. but that is a different discussion. I think this new image will help CocaCola in a positive way however they need to make sure they keep original drinks. I know that some of my friends or family who must have their diet cokes. I think the company is taking the right direction so that sustain a successful company for years to come.

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.

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.

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.

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.

"Mean girls" is right. Abercrombie can stick their preppy, "popular" noses elsewhere! I hope that Germany and Turkey, as Megan mention, read about this and stop shopping there. How embarrassing for Abercrombie.. they should feel humiliated for what they have done.

Wow. . . how embarrassing for Abercrombie -- shame on them. As stated in the article sales are down 10% and if they continue to act this way I can see people not wanting to shop there - especially overseas. No one likes "mean girls."

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

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

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

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

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!

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.

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.

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.

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.

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.

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.

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.

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.

That was very risky of ANF to not consider pricing strategies when their competitors such as Hollister were lowering prices to counter the recession. I guess ANF can thank their international customers for rescuing them out of the company's decline!

At one point, A&F was a very 'trendy' and desirable clothesline to have. Unfortunately though, trends come and they go, often quicker than the last in this day and age. Not reconsidering their pricing strategies (especially with the lower quality and value merchandise) was a massive missed opportunity for them and thus very damaging for the company. Not only did they not account for the recession, but general interest in their apparel as well. As a trend begins to die out, consumers won't be willing to pay the traditionally higher prices for the product(s).