Are You Willing to Share YOUR Data with Retailers?

As we know, many people are reluctant to share their personal data due to concerns about identity theft, access to private information, and more.
Skepticism abounds, as highlighted by these observations from eMarketer
“U.S. consumers offer mixed reviews of retailers’ use of their personal data — and they are generally doubtful that sharing additional data would do much to improve their customer experience. In a recent survey by YouGov, commissioned by customer acquisition and engagement platform [24]7, U.S. consumers were asked about their experience with companies that had access to their personal data.”
“The respondents were of roughly equal minds about retailers’ use of their personal data, with 42% saying that generally retailers had put it to good use, and 48% saying that they had not. But the respondents were much less likely to expect a better experience from sharing additional data. In this case, 46% were doubtful that additional data would result in a better customer experience, compared with 36% who were generally confident it would improve things.”

 

 

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 7: Communicating with the Customer | Tagged , , , | Leave a comment

Doing Better at Ominchannel Retailing: Video Tips

Check out this video and paper on omnichannel marketing from BRP and Radial:
“Today’s customer is always connected and always on. Digital and mobile commerce have elevated consumer expectations of the shopping experience. She expects service anytime, anywhere, and any way she wants it. Retailers realize they need a different approach to enable a unified experience, one supporting the convergence of digital and physical worlds.”
“A unified commerce platform becomes a single consolidation point for all transactions, inventory, pricing, order management, CRM, call center, etc. This platform provides a single version of the truth across all channels to enable transparency, or the ‘glass pipeline’ of real-time visibility to inventory, product, and customer information. This is the nirvana, or end-state, that many retailers are trying to achieve with their customer experience and unified commerce goals. By moving the heart of the transaction, merchandising, and fulfillment activities to a centralized platform, retailers can allow their digital commerce applications to be more innovative and agile. This enables retailers to utilize their digital commerce offerings to contribute to the personal, ubiquitous, and unified experience that customers expect.”

 

 

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Strategy Mix, Uncategorized | Tagged , , , , , | Leave a comment

More Bad PR for United: You Can’t Make This Stuff Up!!

After its recent public relations nightmare, when it forcibly removed a passenger from a seat due to overbooking (overloading)  and dragged him from his seat, you would think that United Airlines would have learned its lesson. Social media and TV reports skewered United for its actions. Just this one video received more than 3.6 million views in a single week after the incident.
 

 
As a result of the continuing social media barrage — and after several PR missteps, United’s CEO finally issued a more consumer-oriented message to the public. As reported by Brandon Morse for THE BLAZE:
“United CEO Oscar Munoz has stated that in light of the recent deplaning debacle [on April 9, 2017], United Airlines will no longer use police to remove passengers from planes. In an interview with Good Morning America, Munoz stated that he felt ‘ashamed’ over how passenger David Dao was forcibly removed from the flight, and promised to review his company’s passenger removal policy. According to United spokesperson Maddie King, the passengers who witnessed the incident of flight 3411 will be reimbursed for the price of their ticket [if they sign a waiver against suing]. This news comes on the heels of the announcement that two more officers that were involved in the incident have been put on leave.”
From Fox News:
“That is not who our family at United is,” Munoz said. “This will never happen again on a United flight. That’s my promise.” In the future, law enforcement will not be involved in removing a “booked, paid, seated passenger,” Munoz said. “We can’t do that.”
So did CEO Munoz really mean what he said? You decide! On April 15, 2017, less than one week after the above incident, United removed two passengers on the way to their wedding. NPR’s Doreen McCallister reports that: “A couple flying to Costa Rica for their wedding were removed from a United Airlines flight in Houston on Saturday. The incident happened nearly a week after a video showing a passenger being dragged off a Chicago-to-Louisville flight went viral. Michael Hohl and Amber Maxwell are scheduled to get married on Thursday.
 
Here’s a video clip from USA Today on this latest incident.
 

 
More!! The parodies of United Airlines are brutal. Here’s one example (recorded before the wedding couple incident).
 

 

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , , | Leave a comment

These Survey Results Are Not Good for Retailers

Retailers employ store-based salespeople to enhance the customer experience, answer questions and be knowledgeable about the goods and services offered, and to facilitate the purchase process. They want shoppers to believe that salespeople are fulfilling these functions.
Thus, the results of a new study from Tulip Retail (and highlighted by Chain Store Age) are not what retailers would like to see:
“Brick-and-mortar retailers are fighting harder than ever to remain relevant among digitally driven shoppers. This is not an easy task as 83% of shoppers believe they’re more knowledgeable than retail store associates — often due to the online research they conduct before entering a store, according to a new survey from Tulip Retail.”
“The good news is 79% of survey respondents said knowledgeable store associates are ‘important’ or ‘very important.’ Additionally, 64% of respondents believe physical retail locations will be part of the shopping journey in the future, which is welcomed news by retailers that are faced with headlines today questioning the existence of brick-and-mortar down the road, the report explained.”
“This ‘survey had some sobering findings that should keep executives of brick-and-mortar retailers up at night – including the fact that nearly 90% of respondents shop at Amazon and that store associates are not meeting customer expectations,’ said Ali Asaria, CEO of Tulip Retail.”
Click the image to read more.


 

Posted in Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Strategy Mix | Tagged , , , | Leave a comment

The Bad News Keeps Rolling in for Retailers

It’s been a tough time for many bricks-and-mortar and bricks-and-clicks retailers. Unfortunately, this is nothing new, since the past few years have been challenging.
How about this for a new article title “The Retail Slump Is Killing Middle-of-the-Mall Brands” by Ben Roazen, writing for HYPEBEAST:
Matchesfashion.com recently marked its 30th anniversary. The brand has undergone a tremendous transformation from its early days as an English boutique to a veritable online powerhouse in the age of E-commerce. Matches is, in a sense, an outlier: a leftover of the bygone brick-and-mortar era that successfully adapted to the Internet. According to the Financial Times95% of Matches’ sales in 2016 came online, an area where the brand saw a 73% increase. The 80% of total 2016 sales made outside of Britain show that the brand has burgeoned into a global powerhouse, too.”
“Matches’ success story is noteworthy because it is an outlier. Over the past decade, economic recessions and a widening gap in income inequality led to the demise of many malls across America; over 1,500 stores are slated to cross across America in the first four months of 2017. Here’s a list of retailers who have filed for Chapter 11 in the past 12 months: American Apparel, Nasty Gal, BCBG Max Azria, The Limited, Wet Seal, Bebe, Aeropostale, Pacific Sunwear and PayLess ShoeSource. (For reference: there were only eight retail bankruptcies throughout the entirety of 2015.)”
“Recession, slow job growth, and scant spending cash led to many middle-class, middle-of-the-road malls closing their doors and withering on the vine. Mall mainstays like Sears, J.C. Penney, Abercrombie & Fitch, and American Eagle have all admitted that times have been tough and that they would be shutting doors across the country, too.”

 

Click the image to read more.

IMAGE: PBS; PHOTOGRAPHER: MICHAEL F. MCELROY/NEW YORK TIMES


 

Posted in Part 1: Overview/Planning, Part 5: Managing a Retail Business, Strategy Mix | Tagged , , , , , | Leave a comment

FREE: 2017 Edition of Careers in Business

Learn about the many opportunities and challenges facing those interested in a career in business. The latest data are included. Lots of data!!

Outline of Topics:

  • General Hints
  • Background Data By Occupation
  • Long-term Trends
  • Hot Long-term Business Career Opportunities
  • Bureau Of Labor Statistics’ Occupational Outlook Handbook
  • LinkedIn
  • “Find A Job” Resources

 

 

Posted in Career Useful Information, Careers in Retailing | Tagged , , , , , , , , , , | Leave a comment

How to Better Blend Online and In-Store Strategies

In this post, there are several tips as to how to better integrate omnichannel retailing.
As Steve Hashman (who manages business development at , and product development and marketing initiatives for high-tech and telecoms companies, both in Canada, and in locations across the globe) notes at www.startuppers.biz:
“The Internet was the initial game changer and the ability to shop online from anywhere in the world caused many traditional retailers to feel threatened. However, this was only the beginning and the rise of smartphones has added an extra layer to it all; and this infographic from the CUBE helps you understand how it’s changing the way people shop. People now have the Internet everywhere they go and they will often use it in-store but this should be seen as an opportunity rather than a threat. It gives store owners an opportunity to be a step ahead of their competition.” 
“Many of the biggest brands are using apps to attract people to their stores. So this certainly isn’t the time to hide from technology. Even on a very simplistic level, 90% of retail shoppers use a digital device while shopping in-store. They could be doing something as simple as checking reviews of the product they’re looking at in your store; just to ensure they’re buying a quality product. Even since 2013, there has been a dramatic change in the percentage of retail sales influenced by a digital transaction. This figure was only at 13% in 2013 but increased to a huge 56% in 2016. As is often the way, it is the large brands who are taking advantage of these changes and smaller retailers risk getting left even further behind.”

 

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Strategy Mix | Tagged , , , | Leave a comment