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Best Buy on customer insight and cross-channel analysis

Found in: Blogging, Branding, Customer Service
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  • Intelligent Entreprise has a quick interview with Best Buy’s Senior Director of Customer Insight, Matt Smith. Good look at how retailers look at all of [...]
Wednesday
May 30, 2007
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Intelligent Entreprise has a quick interview with Best Buy’s Senior Director of Customer Insight, Matt Smith. Good look at how retailers look at all of the channels available to them and how they are trying to understand and better target their customers.

While I believe that retailers need to better look at ways to interact with their customers, using emerging social media technologies, I think that Best Buy’s customer analysis is a good building block. Understand your customers, but interact with them and they’ll tell you more about themselves than you could ever harvest.

  • Read more about: Best Buy, customer, habits, sales, shopping

Express Lane for 6/25/2006

Found in: Express Lane
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  • Another one of my exciting weekly rundowns of quick things going on around the retail industry: Maybe I need to put on my tin foil [...]
Sunday
June 25, 2006
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Another one of my exciting weekly rundowns of quick things going on around the retail industry:

Maybe I need to put on my tin foil hat, but I’m not a fan of one test currently going on in Florida. Coast to Coast convenience store in Tampa is currently testing in-store payments via biometrics. That’s where you put your finger into a scanner and your fingerprint is connected to your debit account information. Makers of the system, Pay By Touch, say it is a secure alternative to carrying cash or credit cards. Critics of biometrics say that the system can be defeated with gummi bears. Is this the future of retail payments? I hope not! I use my debit card for a majority of my purchases – but as much as I embrace technology, I don’t know if I am ready to link personal information in to my fingerprint. [story via Slashdot]

ManagersRealm writes about the new Home Depot customer service plan that they have launched. I talked about this the other day – they’ve earmarked $30m to give to stores and employees who provide great customer service. Is it going to work? Probably not. It seems that Gary Bourgeault shares this opinion and offers up some ideas on how the company could improve service.

J.Crew prepares for their IPO this week. Looking to raise $280 million through this stock sale, how will Wall Street react? I’m thinking investors will love this stock – a first quarter profit increase of 60%, the launch of the kids’ store, crewcuts, and the development of a new women’s store, Madewell. J.Crew has enjoyed a great turnaround over the past two years and this IPO is just another step forward.

Gap Inc. has announced three more locations for Forth & Towne, all in the Los Angeles area. All three will be opening sometime in the Fall.

Speaking of new stores, looks like Kohl’s has officially put out their list of new stores opening in October.

In somewhat lighter news, I hear a crew over at a local hardware store chain was loading pallets when they knocked into the sprinkler system, causing a minor flood. What better place for there to be a plumbing problem than at a hardware store?

  • Read more about: customer, Customer Service, Gap Inc., Home Depot, J.Crew, Kohl's, Retail, retail industry, Technology

Gap's Makeover

Found in: Retail
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  • Gap is relaunching all of their domestic stores on July 20 with a new store setup in an effort to win back customers and gain [...]
Wednesday
June 7, 2006
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Gap is relaunching all of their domestic stores on July 20 with a new store setup in an effort to win back customers and gain back some of it’s marketshare. According to CNNmoney, same-store sales have declined in 17 of the past 19 months at Gap, so obviously they are trying to mend that. The new layout will feature four “shops” within the store. CNNmoney describes:

The “denim shop” will sell jeans, denim skirts, trousers, vests and jackets. The “T-shirt” shop will feature all styles in one area of the store. The “clean shop” will feature more sophisticated urban upscale clothing such as cashmere sweaters, jackets, trousers while the “hoodies shop” will showcase a collection of fleece activewear clothing such as sweatshirts and casual cargo pants.

More from CNNmoney here.

The re-launch will also coincide with a new marketing and television campaign.

The Motley Fool also has an article about the recent developments with the Gap: Gap’s New Ideas.

As a visual merchandiser, I am most excited about seeing what Gap does with this new store layout. The current store layout is very neat and clean – wood floors, white walls, bright lights, and open space. This is a layout that allows the merchandise to really stand out, look sharp and almost sell itself.

But the fashion offerings from the Gap in the past few seasons haven’t stood out. The past few seasons have not been really impressed me or made me want to spend money at the Gap (I’m sure this is a common sentiment – judging by their downward trend in sales). The colors are very monotone. When you have a huge white statement surrounded by the wood and white walls, it makes the store look very sterile.

The Gap store in the Freehold Raceway Mall was recently remodeled. Looking back on my last visit there, I realize now that this was probably a test for the new store layout. I remember seeing the distinct shop concepts within the store, reminding me of their sister store, Old Navy, but making things more organized and logical to shop.

But more than anything, I noticed the colors, new fixtures, and exciting graphics. It is an extremely visually stimulating store – a much different feel from the previous layout. If this is in fact the new layout, I am very interested to see how this rolls out across the country.

Combine the new store layout with more timely deliveries of new merchandise (we shoppers are very fickle, aren’t we? We need everything today and new something new tomorrow) and this could be the push in the right direction that Gap needs right now.

  • Read more about: activewear, customer, denim, freehold, mall, marketing, Product Merchandising, store layout

Kohl’s moving closer to opening south Florida stores

Found in: Store Openings & Closings
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  • Today’s Miami Herald has an article detailing some of the information that has leaked out about Kohl’s’ expansion into south Florida. They say: After years [...]
Tuesday
June 6, 2006
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Today’s Miami Herald has an article detailing some of the information that has leaked out about Kohl’s’ expansion into south Florida.

They say:

After years of watching Kohl’s television commercials, South Florida shoppers are getting closer to the day when they can start shopping at the Midwestern department store chain known best for its moderately priced apparel.

Local real estate sources say Kohl’s has been aggressively looking at every viable option for store locations in Miami-Dade and Broward counties. The expectation is that Kohl’s would start opening stores in South Florida by late 2007 or 2008.

Kohl’s expanded into Florida in 2005 with openings in Jacksonville and Orlando. Speculation is that later this year Kohl’s will open at least five locations in Tampa-St. Petersburg.

A few years ago, Kohl’s started airing all of their television commercials nationally. They were airing commercials in markets before they actually had stores there. Sometimes, in case of Florida, commercials started airing years before they hit the market (or like south Florida or Seattle, they still air without a physical location in the market). The upside to this is they are developing the brand. By the time the stores open, customers already know who Kohl’s is and are at least, hopefully, interested in checking out the new store.

The downside is this:

Shawn Rosenthal of Coral Springs, originally from Michigan, is looking forward to Kohl’s arrival. ‘I would definitely shop there for the kids’ stuff,” she said, describing the chain as a cross between Marshalls and Target.

To compare Kohl’s as a cross between Marshalls (“the second largest off-price retailer in the U.S.”) and Target is unfair to Kohl’s. In my opinion, to compare almost anyone to Marshall’s or TJ Maxx is most likely unfair to them. Over the past few years, Kohl’s has made strides in reducing the amount of clearance on the floors and has gotten away from the issue of high clearance levels that plagued the retailer in 2002 and 2003. That is exactly what the comparision to Marshall’s implies. However, maybe this quote speaks volumes about the strides Kohl’s still needs to make in order to make this known to the general public.

  • Read more about: customer, Kohl's, pr, Retail, shopping, Target

Express Lane for 6/4/2006

Found in: Express Lane
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  • First in maybe a weekly column? Hopefully. Some quick retail notes for this lazy Sunday: I hear that the new Abrecrombie & Fitch Back To [...]
Sunday
June 4, 2006
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First in maybe a weekly column? Hopefully.

Some quick retail notes for this lazy Sunday:

I hear that the new Abrecrombie & Fitch Back To School Preview floorset is this week. The seasonal transition at A&F is very impressive and seamless. Sales will be strong but it will be tough for A&F to compete with themselves and the high comps they had with BTS 2005 (June, July & August had comps of 38%, 22% & 24% in 2005). Look for solid increases in the gross margin with decreases in markdowns and sales for this upcoming season. This will be another great season for A&F.

Two quickies from the Loss Prevention blog: Cop kills man in grocery store shoplifting and Kroger manager jumps on hood of shoplifter’s car. I have nothing to say about the unfortunate shooting, but I’m sure Kroger’s corporate management doesn’t look fondly on employees jumping on cars to apprehend shoplifters. There has to be more to the story than that.

Last week, the Chicago Sun-Times ran an article showing where some of the former Sears executives have gone: Life After Sears.

And finally, a story from Starbucks showing how a good idea from worker, combined with the support of co-workers, the corporate office and customers can lead to a very positive outcome: Starbucks worker brews plan to get java to GIs in Afghanistan. A Starbucks employee from Maine organized a campaign where her co-workers donated their weekly bag of coffee they recieve as a benefit and, with corporate approval, solicited donations from customers. The result? 106 pounds of coffee sent to troops in Afghanistan. [via Starbucks Gossip]

  • Read more about: abercrombie and fitch, American Eagle, back to school, coffee, customer, donation, kroger, loss prevention, management, oops, positive, Retail, sales, sears, shoplifting, starbucks
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About No Turn On Red:

No Turn On Red is a blog about the customer experience in retail, both online and in-store. Through tips for e-commerce developers, inspiration for e-commerce information architects, advice for retail directors, and stories from real customers, our goal is to make the shopping experience better for all.

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