Tri-channel retailing still means ‘one face’ to customers, but more business from Tom Shay

August 28, 2008

Of course a customer sees any aspect of the store as being ‘the store’. The components of the overall story that this article does not convey is that when a physical store decides to add a catalog or Internet selling, the amount of shopping the customer will commit to that retail will increase.

For those of you who will be attend the SnowSports Industry educational programs in September, this is a component of what I will be sharing with you. See you in Springfield, Denver or Sacramento.

Consumers Looking for a Seamless Shopping Experience

08/28/08


By George Anderson

When a customer is unhappy with an experience on a retailer’s website, then she is unhappy with the retailer. If the same consumer has a bad experience ordering from a catalog or in a company’s store, she’s unhappy with the retailer. The fact is that no matter how many different shopping venues consumers are given, when they are unhappy, that dissatisfaction extends to every part of the company.

A new report by Sterling Commerce concludes that consumers are looking for seamless shopping experiences and retailers are getting closer to giving them what they want.

“Shoppers see retailers as one brand – they don’t think in terms of multiple channels,” Jim Bengier, global retail industry executive for Sterling Commerce, said in a press release. “Shoppers don’t care how difficult or challenging it is for retailers to organize their companies to meet their needs. This survey shows that retailers without cross-channel execution plans already in place will soon be left behind. But, there are opportunities to leapfrog the competition by automating cross-channel processes and achieving global order, shipment, and inventory visibility across all channels.”

According to the research, 81 percent of retailers surveyed were either fully or partially integrated across all channels (catalog, kiosk, online and in stores) although many did not offer cross-channel services such as ordering a product online and picking it up at a store location.

Having cross-channel capabilities can help stores address out-of-stock issues and keep consumers from going to a competitor. Not having a product in stock in a store can be addressed if consumers are able to order at an in-store kiosk, over the phone or on a PC. Two-thirds of consumers surveyed by Sterling are looking to incorporate this ability by automating inventory across various businesses.

Two-thirds of the retailers surveyed indicated that they will be able to view inventory on-hand, in-transit, and available-to-promise through a single automated process within the next 12 months. Sixty percent are working on systems that will allow them to identify items in other stores that can address an out-of-stock on their own.


Why the strategy of ‘not buying’ is very wrong says Tom Shay

August 27, 2008

I have explained the correct concept in many presentations. If you plan to order $10,000 in merchandise from a manufacturer or wholesaler, and their minimum order is $2,000 you do not write a $10,000 order. You write five $2,000 orders with five different delivery dates.

As you progress into the season, you make changes to the orders based upon your local economic conditions. In my years of retail experience, I have never found a vendor to refuse to make a change to one of these orders.

The idea of ‘just not ordering’ as shown in this article is simply WRONG!


Retailers put off spring buying

Tue Aug 26, 2008 2:03pm EDT

By Alexandria Sage

LAS VEGAS (Reuters) – Cautious apparel buyers are foregoing orders to be delivered months down the road and instead are buying for the moment, unwilling to take on excess inventory and unsure over what the future holds.

At the Magic Marketplace apparel trade show in Las Vegas, the largest such convention in the United States, apparel vendors and the retailers that sell their styles agreed that placing orders in August for spring is the exception, rather than the rule, in a sharp change from recent years.

The reason is insecurity over inventory levels in a difficult U.S. retail environment, where shoppers have curtailed spending on items such as apparel and footwear amid other more pressing concerns, such as higher gasoline and food prices.

“With the difficulties in the economy, stores seem to want to buy closer to their needs … rather than buying six to nine months ahead,” said Donald Leavy, vice president of sales and marketing at Vintage Paris.

At the company’s booth, clothes on display included a puffy, short black jacket, a chunky sweater and a leopard trench coat — all appropriate for fall or winter, not spring.

Retailers, aware that too much unsold product in their stores leads to liquidations and lower profit margins, aren’t taking a gamble on styles that may or may not succeed next spring. “At-once” orders, however, are delivered far sooner, when the retailer has a better take on the pulse of the consumer.

David Wolfe, creative director of retail consultancy The Doneger Group, argued that the delivery calendar that vendors follow is out of whack.

Fall products are usually delivered in August or September, when the weather is still warm, meaning that customers are presented with scarves and outerwear when they’re still thinking about shorts and sundresses.

“If we started delivery when the customer wants it, she might actually pay full price,” Wolfe said during a presentation to retail buyers.

The difficulty of knowing how much to stock has played out this quarterly earnings period, as publicly traded retailers posted a range of inventory levels, from the 17 percent decline per square foot at Gap Inc, one of the largest global apparel retailers, to the 3.7 percent inventory decline at department store Macy’s Inc.

“With fall and back-to-school in full swing, and inventory levels seasonally high, we believe retailers remain on edge,” wrote Brean Murray Carret analyst Eric Beder in a note published Monday.

Sometimes, paring back inventory goes too far, as in the case of women’s apparel retailer Bebe Stores Inc, which recently blamed declining same-store sales in part on too-light inventory levels.

And if retailers are too cautious, buying “at-once” orders helps them quickly fill emptying shelves, when they are better attuned to what their customers want — now.

“We felt people under-bought,” said Margaret Cox, who represents the Los Angeles-based Christine Phillipe line of women’s clothing. “Now they’re here saying, ‘What can I have now?’”

Immediate orders help retailers avoid the embarrassing phenomenon of having yesterday’s trends in their stores.

“This is exactly as if you are buying milk or bread. It has an expiration date,” said Kambiz Hakimi, owner of the Mesmerize brand, waving his arm in the direction of the bold animal print and tribal design dresses for fall or holiday that he sells to department stores, catalogs and boutiques.

But perhaps the biggest challenge arises when your market suddenly leaves the country. Buyers at the Naval Exchange, responsible for stocking everything from T-shirts to suits at stores on Naval bases, are sometimes confronted with mass deployments and are forced to move inventory around the country to bases with fewer deployed service members.

“Sometimes we get a week’s notice,” said buyer Donald Jeresa.


Tom Shay notes Canadians don’t tolerate slow customer service

August 27, 2008

Congrats to the Canadians for refusing to accept poor service. If more customers in other countries would do the same, we would find businesses having to do more than give ‘lip service’ to their customers. Enjoy this article from Retail Wire.

Canadians in No Mood to Wait Around

08/27/08


By George Anderson

Our neighbors to the north have busy lives just as we do and they don’t have time to waste. They especially don’t have patience for somebody else wasting their time.

According to a new online poll of adults conducted by Maritz Research Canada, 86 percent of those responding reported on one or more occasions leaving a store, restaurant or other venue before conducting a transaction because of a long wait.

Department stores were the biggest losers in the poll as 78 percent said they walked away from a purchase rather than wait on a long line. Forty percent reported leaving grocery stores because of a long wait while 54 percent said they were inconvenienced by the time waiting on line at a convenience store – imagine that.

The amount of patience consumers have when it comes to waiting depends on location. For example, up to eight minutes waiting to check out at the supermarket is okay but 15 minutes tears it.

Those who were made to wait were much more likely to forgive a store if some recognition of the wait was acknowledged, followed by an apology.

Rob Daniel, president and managing director of Maritz Research Canada, told The Globe and Mail, that unhappy customers will take their business to competitors and also make their unhappiness known to family, friends, co-workers and others within earshot.

“Close to 70 per cent of customers surveyed told others about their negative experience and half of those polled noted that they had at some point posted a negative experience online,” according to Maritz.


Joe Siemer interview of August 20

August 21, 2008

This conversation is an interview of Joe Siemer, president of Siemer Enterprises. We discuss trend in products, a challenging retail atmosphere, and Cardinal baseball.


Tom Shay addresses Nationwide Buying Group and discusses power promoting

August 19, 2008

Having just spoke yesterday to an advanced audience of the Nationwide Buying Group in Las Vegas in which I suggested that promotional efforts toward existing customers could be the best investment of their money.

Power Promoting, as we call it, is the technique of creating events that invite existing customers, and their friends to do business with you. In the media today, they refer to this technique as ‘viral marketing’.

Advertising talks to everyone. Promoting talks to existing customers and involves unique ways to make it fun to come to your business. The big stores, like Wal-Mart, Kohl’s and JC Penny, can’t master this technique.

Kohl’s, JCPenney Look to Reduce Newspaper Advertising

Retailers Aim to Do More With Online, Direct Mail and Mobile

By Natalie Zmuda

Published: August 18, 2008

NEW YORK (AdAge.com) — In the face of a tough economic environment, Kohl’s and JCPenney are evaluating their newspaper-circular strategy. Kohl's said that due to higher overall media costs, it will invest in what it views as more productive media, and that print insertion will decline as a percent of expenditures. Kohl’s said that due to higher overall media costs, it will invest in what it views as more productive media, and that print insertion will decline as a percent of expenditures.

Retailers of all stripes are looking for more effective ways to stretch their advertising budgets, and for many that includes looking instead to cheaper online programs, as well as more measurable direct mail strategies.

Choosing carefully
In reporting its second-quarter earnings, Kohl’s said that due to higher overall media costs, it will invest in what it views as more productive media. “Chief among those are direct mail and online marketing,” said Kevin Mansell, president of Kohl’s. “Print insertion will decline as a percent of our expenditures.”

Similarly, JCPenney noted during its second-quarter conference call with analysts that it is being “very aggressive” in using online, in-cinema and mobile messaging. Also last week, the retailer sent a “Pre Print Receiver Survey” to its customers about newspaper readership. The survey queries customers about whether they subscribe to a newspaper, as well as which newspapers they read and how often. If customers don’t subscribe to a newspaper, they are asked how they find out about sales events.

“Data from this survey, as well as from other sources, will allow us to determine the best way to reach our customers,” said a JCPenney spokeswoman. “As [Chief Marketing Officer] Mike Boylson has mentioned several times, we continue to move towards more and more online advertising and promotion of jcp.com as the hub of JCPenney.”

The bankruptcy of some regional department store chains is likely only exacerbating the retail pullback on newspaper circulars. Goody’s and Mervyn’s have both entered bankruptcy protection this summer. California-based Mervyn’s counts 177 stores in seven Western and Southwestern states, while Goody’s counts 355 stores in 20 states, primarily throughout the Southeast and Midwest. Traditionally, circulars have been a key component of the marketing mix for each.

Wal-Mart still sold on circulars
Wal-Mart, on the other hand, said last week that its spending on circular advertising during the second quarter was up “significantly” over the last year. The strategy and message, which focuses on value, have apparently been successful, as the company continues to be one of the few bright spots in retail.

The second-quarter picture painted by media-company reports isn’t a pretty one, however. Tribune Co. saw a 9% decrease in preprint revenue during the second quarter, while McClatchy Co. said its preprint distribution fell 9%. McClatchy does not break out preprint revenue, making it unclear whether the company has lost circulation or is selling fewer inserts.

Neither Gannett Co. nor New York Times Co. breaks out free-standing insert data.

According to Ad Age’s most recent 100 Leading National Advertisers report, which only measured media spending up to 2007, JCPenney spent $149 million in newspapers in 2007, and increased its spending on free-standing inserts by 15.7%, for a total of $1.79 million. Kohl’s spent $136 million in newspapers in 2007, a 3.6% increase from the year before. It had just begun to use FSIs in 2007, with a smaller investment that registered at just $1,000. For that same year, Wal-Mart increased its spending on FSIs by 257%, from $664,000 to $2.37 million. The big-box retailer also increased newspaper advertising that year by 13.1%, to $27.1 million.


Tom Shay observes selling name brand products

August 14, 2008

While this story comes from the grocery industry, the lesson is applicable to all other areas of retail. There are three key points to remind you of:

As you place a private label product next to a name brand product, the quality of the private label has to be of equal or higher quality.

The selling price of the private label item must be less than that of the name brand product.

The margin that the retailer has on the item should be higher with the private label than with the name brand product.

Here is the article from the Los Angeles Times:

latimes.com


Supermarkets’ own brands filling more shopping carts By Dan Sewell
The Associated Press

August 14, 2008

CINCINNATI – After watching the price of her favorite bread rising too quickly, Michele Shores decided it was time for a fresh approach.

She began picking up store-brand breads, Kroger Co.’s namesake brand or Wal-Mart Stores Inc.’s Great Value, when her usual bread went from $2 to $3 a loaf. Less than half the price, and not half-bad.

“My husband takes his lunch to work and we all eat a lot of sandwiches here,” said the 30-year-old mother of two from Atlanta. “So that’s a lot of money for us.”

As budgets get tighter and food gets more expensive, American shoppers are increasingly switching to store brands — even upper-income consumers who may not have been inclined to give them a try before.

The nation’s biggest grocery sellers — Wal-Mart, Kroger, Supervalu Inc. and Safeway Inc. — all report that sales of their own brands are jumping as customers can’t stop regularly buying food and household items but need to reduce spending.

“There are things we can do to drive less, but how do you eat less? You don’t,” said Erin Frehner, a Brigham Young University senior.

Frehner said she and her husband, both full-time students with part-time jobs, always try to get the store brand unless they strongly prefer the national brand or the price is almost the same.

The Food Marketing Institute, a trade group, found this year that the number of shoppers who say they are buying more store-brand items has been steadily rising, now up to about 60%. Candace Corlett, president of consulting firm WSL Strategic Retail, said her group has found that even upper-income shoppers were more willing to buy store brands, which have traditionally been seen as appealing most to people on limited budgets.

That shift comes as the chains are offering more store-brand products of better quality.

Gone, for the most part, are the gray, no-frills cans with nondescript labels such as “peas,” packaging that evoked cheap, bland taste. Many now sport colorful labels with names such as Kroger’s “Private Selection” and “Naturally Preferred” that don’t shout, “Store brand!”

The stores have been pushing their own brands in areas such as dairy products, meats and breads where prices have risen especially fast, and are also tapping into increased demand for organic and natural foods.

“Store brands have come a long way,” said Tod Marks, a senior editor at Consumer Reports, which has tested store brands against national brands for quality and customer response. “Over the years, retailers realized that store brands were not just something to be floated out during hard times.”

Stores generally reap higher profit margins by selling their own brands — also called corporate brands, private labels or generics — and use them to build customer loyalty.

“All of us are creatures of habit, and when things are going well, you just buy what you bought last week,” said Kroger’s vice chairman, Rodney McMullen. “Customers are much more willing to try a corporate brand when the economy gets tough, and when we can get the customer to try it, they like it. It just makes it so much easier for us to get the customer to try it.”

Shores has been buying more store-brand diapers, costing about 30% to 40% less, but sticks with Procter & Gamble Co.’s Pampers for use at night because they’re more absorbent, she said. She tried store-brand spaghetti sauce, then went back to Prego, a Campbell Soup Co. product she says is thicker and vegetable-rich. But she doesn’t taste much difference in the store versions of canned vegetables and many other grocery items.

“For oatmeal, there’s almost a $2 price difference,” she said. “That adds up.”

Surveys have shown that most people have been very satisfied with most store brands, Marks said, and testing found many of them held their own against the national brands. In some cases, he said, shoppers must decide whether “good enough” at a lower price is the best choice.

“Some stores do it better than others,” said Sonya Redwine, 35, of Knoxville, Tenn., who usually steers her shopping cart toward store brands.

She does prefer Pampers diapers for her daughter and also P&G’s Gain detergent for her heavy laundry loads, so she watches for sales and coupons and stocks up on those items. But she’s happy with Kroger and Target Corp. store products for most groceries.

“Just because it’s a store brand doesn’t mean it’s not the best for your family,” she said.

Trying to capitalize on what Safeway Chief Executive Steve Burd recently called “an extraordinary shift,” stores are offering more new products and increasing their marketing.

Safeway’s 2-year-old O Organics line has been so successful, the company has licensed it for sale by other retailers. Supervalu’s chief executive, Jeff Noddle, said this month that the Wild Harvest natural/organic line that hit shelves in April has been “our most successful product launch ever.”

Wal-Mart, which says sales of some private-label categories are up 40% this year, is rolling out new All Natural ice cream featuring such flavors as blueberry pomegranate.

Kroger has new lines of steaks, bread and pizzas besides more organic items. Within the last five years, the company has nearly doubled to 14,000 the number of store-brand products it offers. It also gives free samples and runs in-store blind taste tests against national brands, and has increased direct mailings to regular customers with coupons and recipe ideas for its brands.

Like other chains, Kroger now uses a tiered approach, offering a sharply discounted Value brand, its namesake store brands and what it calls premium brands such as Private Selection. Kroger says it puts that label only on products that meet or exceed the leading national brand in quality; Private Selection sales are projected to hit $1 billion this year.

Burt P. Flickinger III, managing director of consulting firm Strategic Research Group, said the big U.S. chains were catching up to the long tradition of strong private-brand grocery programs in other countries, such as those of London-based Tesco and Canada’s Loblaw Co. — Loblaw 30 years ago introduced a brand called simply No Name.


Tom Shays asks, “Are you the ‘close by business’ they are going to?

August 11, 2008

This is not the first article in recent months that we have found that talks about customers shopping closer to home. As you look at this article for your business, think about your advertising and broad of an appeal it makes. Then think about what you can do to promote, which is talking to your existing customers that are more likely to live nearby.

TNS Reports More Shoppers Spurning The Mall
by Sarah Mahoney, Thursday, Aug 7, 2008 5:01 AM ET
Walmart SuperCenterIt’s August–the month when many states offer tax-free shopping periods, millions of parents hope to cross back-to-school shopping off their list, and hordes of teens want to try on just a few more pairs of jeans. Theoretically, malls should be packed–even given the current economic slowdown.But not only is traffic flat, Americans are changing the kinds of shopping centers they visit. “The shares of monthly shoppers and monthly clothing shoppers continue to decline across most shopping center types,” says TNS Retail Forward, a Columbus, Ohio-based consulting company that tracks shopping trends.

“The only locations to capture larger shares of monthly shoppers as well as monthly clothing shoppers in 2008 are power centers,” which are strip shopping centers that contain at least one discount department store or category superstore, “or strip malls with supermarket anchors.” Online sites also captured a larger share of shoppers.

Retail Forward reports that the popularity of power centers, as well as the rising cost of gas, are making it easier for shoppers to skip more distant shopping destinations, so that all other types of shopping centers are losing customers.

For example, regional malls–which in 2006 had a 34% share of monthly shoppers and a 26% share of monthly clothing shoppers–now have a share of 30% and 23%, respectively. Lifestyle centers, the type of mostly unenclosed shopping areas that typically include specialty stores, department stores, restaurants and entertainment, had 24% of monthly shoppers and an 18% share of monthly clothing shoppers in 2006; this year, it has fallen to 20% and 16%. Downtown shopping areas also declined, from 10% of monthly shoppers and 9% of monthly clothing shoppers in 2006 to 8% and 8% in 2008. Outlet centers held even, with 13% of monthly shoppers and 11% of monthly clothing shoppers.

In recent weeks, the International Council of Shopping Centers reports that while sales tax holidays in 11 states and the District of Columbia helped spur traffic in those areas, “overall national traffic trends were softer which led to a flat weekly performance.”

For the month of July, ICSC predicts, comparable-store sales are expected to increase between 2 and 3%. Most retailers will report those results later this week.


Tom Shay points out that not every aspect of retail is going poorly

August 11, 2008

I thought our blog readers would want to see this article about clothing sales. The point I want to make about this article is that it substantiates that not everything in the industry is going bad. And in addition to a category, men’s clothing doing well, an individual store can also be the exception – regardless of what you sell.

Menswear Sales Outpace Women’s Business

The Tampa Tribune

Published: August 10, 2008

NEW YORK (AP) – Steve Hale has discovered a reason to splurge on clothing again: the slim silhouette in suits to shirts that’s replacing the baggier fits of past years. But his wife, Cathy, has slashed her monthly apparel spending, saying she’s “bored” by what’s out there.

In tough economic times, men are traditionally the first to cut back – but the Hales represent a new phenomenon in retailing: Over the past year, men have been on a clothes-buying spree, while women have pulled back even more.

“I did feel for a long period that there wasn’t anything new to buy,” said Steve Hale, a 37-year-old financial consultant who had stuck with the business casual uniform of khakis and dress shirts since the late 1990s. “But I really like the slim fit. It’s not so roomy, not so bulky, and it’s a lot cleaner.”

The lopsided fortunes – solid sales gains in menswear and a deepening funk in the far larger women’s clothing business – is creating a rare sales disparity that hasn’t been seen in years, according to David Wolfe, creative director of The Doneger Group, a buying office.

Fashion observers say the main catalyst fueling menswear buying is the slimmed-down styles shown on the runways a few years ago by designer Thom Browne that have recently garnered mass appeal. The look is being popularized by AMC’s award-winning series “Mad Men” about ad executives in the 1960s.

Over the past year, the fashions, from body-conscious suits to leaner khakis, have been heavily promoted by an array of stores from conservative haberdashery Brooks Brothers to department stores like Macy’s and Bloomingdale’s.

Executives from those stores said menswear sales began outpacing women’s wear last year. They wouldn’t give exact figures because of competitive reasons. But the disparity has been widening, said Marshal Cohen, chief industry analyst for research company NPD Group Inc. According to NPD’s most recent data, menswear sales rose 0.8 percent in the year ended in May, while women’s wear sales fell 3.5 percent. In the three months ended in May, women’s wear sales dropped 3 percent, while menswear sales rose 2.3 percent.

With women’s fashions accounting for 65 percent of the $155 billion adult apparel market, the rising fortunes of menswear – accounting for just half the size of women’s wear – hasn’t significantly helped lift overall sales. For the year ended May, adult clothing sales fell 2 percent.

Still, fashion pundits like Wolfe hail the trend as the biggest change in men’s fashion in more than a decade, since the relaxation in business dress codes enticed men to fill up their wardrobes with everything khaki. Major menswear brands like VF Corp.’s Nautica and Levi Strauss and Co.’s Dockers have reworked their fits. Pants, for example, have less material in the seat and thigh and have no pleats; suit jackets have higher armholes with narrower and shorter sleeves.

“You can throw out all the rules,” said Cohen. Even in tough economic times, “this is a trend that you have to buy, otherwise you look outdated.”

“Suddenly, a pair of cargo pants and a polo shirt doesn’t look good anymore,” said Wolfe, who sees the change being embraced by men in their 20s to men over 50 who don’t want to look past their prime.

“Women’s wear has painted themselves in a corner. By offering too many options and with everything a trend, it is very easy not to buy anything,” Wolfe said.

Designers of women’s wear may have seen the new trend in the men’s market and taken inspiration for a slim, sophisticated ’60s shape for fall – Michael Kors and Peter Som have both cited “Mad Men” as inspiration for their women’s clothes.

The sluggish economy is playing a role too. Higher gas and food costs and fiscal uncertainties have clearly made both men and women cut back on in-today, out-tomorrow trends like wild printed tops. But the threat of layoffs has also forced many employees to dress more formally as a way to hold on to their jobs and look more serious, Cohen said. Women can go back to their closets to find dressier and classic alternatives, but men now have a reason to buy.

“I am dressing up a bit more,” said Steve Hale. “If you are keeping up with fashion, people notice and it gives them more confidence” that the financial industry is going to turn around. He said he now spends about $500 a month on clothes, more than twice as much as he spent previously.

Jonathan Singer, 26, who works in high-tech marketing, credits his new wardrobe to helping him land a better-paying job. The Boston resident spent about $2,000 over the past six months on a slimmer-fit suit from Benetton as well as slender shirts from Diesel and French Connection. In the past, he had spent about $300 every six months.

“It always pays to look good,” he said. “I had looked in the mirror and never was impressed. I looked like a little kid who was waiting to grow into his clothes.”

Now, he says, “I feel extremely confident in the way I look. Everyone has noticed.”

Men’s interest in updating their wardrobes is forcing merchants to rethink how to market to them. They’re seeing a growing number of men shopping for themselves, instead of relying on their wives and girlfriends to buy for them.

Bloomingdale’s is rolling out separate areas in the men’s department that incorporate tailored clothing with other accessories like ice buckets and gadgets like GPS systems and high-end shaving tools. Meanwhile, Macy’s has adding more exclusive lines like tight-fitting Emporio Armani underwear.

Alex Guerrero, vice president of men’s merchandising at Dockers, said the company is heavily featuring the new fits – a slim-cut khaki pant, tested last summer, as well as a newly unveiled straight cut, which was introduced in May and has broader appeal, at department stores this fall alongside its usual fits – relaxed and classic. About 70 percent of the business is still in the classic and relaxed fits, which is its most generous cut.

The slim and straight styles fit like jeans, while the relaxed and classic fits are more like trousers. For fall, Dockers has also trimmed down its classic shirts and suit separates.

And what about those men who aren’t, well, slim? Retail executives insist the new silhouettes aren’t just for the skinny.

“It still fits guys who eat meatballs,” said Stuart Goldblatt, Macy’s senior vice president of merchandising for men’s and children’s clothes.


Pittsburgh Tribune-Review notices the same thing Tom Shay does about department stores

August 7, 2008

We are going to post our YouTube video from last month’s visit to Macy’s in New York on our blog. And in their August 6 issue, the Pittsburgh Tribune-Review has a similar observation.

Pittsburgh Tribune-Review

Department stores’ survival may hinge on differentiation

By Rick Stouffer
TRIBUNE-REVIEW

Wednesday, August 6, 2008

Department stores may not survive unless they focus on differentiating themselves from the competition, many retail experts believe.

“Department stores have become retail’s dinosaurs; I don’t know if they’ll survive,” said Audrey Guskey, associate professor of marketing at Duquesne University’s Palumbo-Donahue School of Business. “Department stores just aren’t ‘the thing’ for shoppers in their 20s and 30s.”

Boscov’s, a Reading-based department store chain, said Monday it filed for Chapter 11 bankruptcy and would immediately close 10 of its 49 stores, including stores at Monroeville Mall and South Hills Village, blaming slow sales and the poor economy.

Battered since the 1960s by discounters, forced to compete against specialty retailers and recently thrust into doing business on the Internet to stay current, the nation’s department stores are in a tenuous position.

For more than 70 years, stores with names such as Gimbel’s, Joseph Horne Co., Kaufmann’s and Marshall Field were popular because they were all-encompassing in their merchandise selection, experts said.

“The department stores felt they had to have restaurants, some of which made money, but many which didn’t. They had to have fashion shows, sponsor parades, offer free delivery, free alterations, free baby-sitting,” said Jan Whitaker, a consumer historian based in Northhampton, Mass., who has written a book on department stores.

“People used to gauge their cities by their department stores,” Whitaker said. “They weren’t just businesses — they were places.”

“Department stores provided an environment that was one-stop shopping,” said Monica Tang, a retail strategist for consulting firm Kurt Salmon Associates in San Francisco.

The problem was, over time the chains began offering the same merchandise, the same labels. There was little, if any, differentiation, Tang said.

“Consumers began seeing all the department stores carrying all the same brands when they wanted different products and different brands,” Tang said.

Smaller, specialty stores, that carry only clothes, or furniture, or shoes and offered exclusive brands became shoppers’ favorites.

Then the discounters, Kmart, Wal-Mart and Target, emerged on the retail scene, giving department stores competitive pricing pressure they had not previously seen.

It took a shock to the retail industry to open department store executives’ eyes to the need to make themselves different if they were to survive.

“When Federated Department Stores acquired May Department Stores (in 2005), that really shook up the department stores,” said Kelly Tackett, senior retail consultant at TNS Retail Forward in Columbus, Ohio.

“That was the inspiration for changes in the department store’s merchandise assortment. They began adopting the practice of the specialty stores — offering exclusive brands and their own private brands, to differentiate themselves from the competition.”

Some department stores understood being different was the only way to survive against the plethora of competitors, Tackett said. J.C. Penney Co., for one, focused on improving the shopping experience and learned to partner with other brands in categories where it wasn’t strong.

“Penney’s partnership with (skin, hair care, fragrance and makeup retailer) Sephora by Penney’s own data shows it’s brought customers into the store,” Tackett said.

Today, all retailers must battle Internet shopping, retail experts said. Most chains have a Web site that allows the shopper to make a merchandise selection, order and then have their goods delivered to the home. Some retailers, such as electronics giant Best Buy, allow customers to order online, then pick up purchased items at the nearest store, saving time and money.

No one knows if department stores can survive, even with consolidation and efforts to set themselves apart. Some industry watchers say a reintroduction of top-notch service, like today’s Nordstrom’s, is key.

“It’s very important that retailers become engaged with the consumer,” said Tara Weiner, managing partner with Deloitte LLP in Philadelphia. “Key executives need to know how their associates are working; they need to work with sales associates so that they do it right. It’s definitely a buyer’s market out there.”


Wal-Mart leans Republican; does small business have time for politics asks Tom Shay of Profits Plus

August 1, 2008

My belief has always been that politics and small business are like mixing gasoline and water – it is a dangerous combination. Not just from the standpoint that you would irritate the customers that had opposing views, but more importantly from the standpoint that it means you are taking your attention away from your business.

My political viewpoint is that a small business owner can do more to affect the lives of themselves, their family, their employees, and their customers, by paying more attention to the proper operation of their business and how they can have a positive affect on their community. This as compared to being politically active.

Did I stir anyone up with this? Here’s a story from the Wall Street Journal of how the biggest retailer is being active.

Wal-Mart Warns of Democratic Win

By ANN ZIMMERMAN and KRIS MAHER
August 1, 2008; Page A1

Wal-Mart Stores Inc. is mobilizing its store managers and department supervisors around the country to warn that if Democrats win power in November, they’ll likely change federal law to make it easier for workers to unionize companies — including Wal-Mart.

In recent weeks, thousands of Wal-Mart store managers and department heads have been summoned to mandatory meetings at which the retailer stresses the downside for workers if stores were to be unionized.

According to about a dozen Wal-Mart employees who attended such meetings in seven states, Wal-Mart executives claim that employees at unionized stores would have to pay hefty union dues while getting nothing in return, and may have to go on strike without compensation. Also, unionization could mean fewer jobs as labor costs rise.

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The actions by Wal-Mart — the nation’s largest private employer — reflect a growing concern among big business that a reinvigorated labor movement could reverse years of declining union membership. That could lead to higher payroll and health costs for companies already being hurt by rising fuel and commodities costs and the tough economic climate.

The Wal-Mart human-resources managers who run the meetings don’t specifically tell attendees how to vote in November’s election, but make it clear that voting for Democratic presidential hopeful Sen. Barack Obama would be tantamount to inviting unions in, according to Wal-Mart employees who attended gatherings in Maryland, Missouri and other states.

“The meeting leader said, ‘I am not telling you how to vote, but if the Democrats win, this bill will pass and you won’t have a vote on whether you want a union,’” said a Wal-Mart customer-service supervisor from Missouri. “I am not a stupid person. They were telling me how to vote,” she said.

“If anyone representing Wal-Mart gave the impression we were telling associates how to vote, they were wrong and acting without approval,” said David Tovar, Wal-Mart spokesman. Mr. Tovar acknowledged that the meetings were taking place for store managers and supervisors nationwide.

Wal-Mart’s worries center on a piece of legislation known as the Employee Free Choice Act, which companies say would enable unions to quickly add millions of new members. “We believe EFCA is a bad bill and we have been on record as opposing it for some time,” Mr. Tovar said. “We feel educating our associates about the bill is the right thing to do.”

Other companies and groups are also making a case against the legislation to workers. Laundry company Cintas Corp., which has been fighting a multiyear organizing campaign by Unite Here, relaunched a Web site July 14 called CintasVotes. The site instructs visitors to take action by telling members of Congress to oppose the legislation.

“We feel it’s important that our employee partners fully understand the implications that the Employee Free Choice Act could have on their work environment and benefits,” said Heather Trainer, a Cintas spokeswoman.

Business-backed organizations are also running ads aimed at building opposition to the bill, including the Coalition for a Democratic Workplace, which counts several hundred industry associations as members. Another group, the Employee Freedom Action Committee, is run by former tobacco lobbyist Rick Berman. The groups, which aren’t affiliated with each other, say they have a total of $50 million in funding. Neither will disclose which companies or individuals have provided funding.

The U.S. Chamber of Commerce has made defeat of the legislation a top priority. In the past six months, it has flown state and local Chamber members to Washington to lobby members of Congress. On Thursday, the Chamber began airing a television ad in Minnesota and plans to run ads in other states as part of a broader campaign.

The bill was crafted by labor as a response to more aggressive opposition by companies to union-organizing activity. The AFL-CIO and individual unions such as the United Food and Commercial Workers have promised to make passage of the new labor law their No. 1 mission after the November election.

First introduced in 2003, the bill came to a vote last year and sailed through the Democratic-controlled House of Representatives, but was blocked by a filibuster in the Senate and faced a veto threat by the White House. The bill was taken off the floor, and its backers pledged to reintroduce it when they could get more support.

The November election could bring that extra support in Congress, as well as the White House if Sen. Obama is elected and Democrats extend their control in the Senate. Sen. Obama co-sponsored the legislation, which also is known as “card check,” and has said several times he would sign it into law if elected president. Sen. John McCain, the likely Republican presidential nominee, opposes the Employee Free Choice Act and voted against it last year.

Wal-Mart’s labor-relations meetings are led by human-resources managers who received training from Wal-Mart on the implications of the Employee Free Choice Act.

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Fine Legal Line

Wal-Mart may be walking a fine legal line by holding meetings with its store department heads that link politics with a strong antiunion message. Federal election rules permit companies to advocate for specific political candidates to its executives, stockholders and salaried managers, but not to hourly employees. While store managers are on salary, department supervisors are hourly workers.

However, employers have fairly broad leeway to disseminate information about candidates’ voting records and positions on issues, according to Jan Baran, a Washington attorney and expert on election law.

Both supporters and opponents of the Employee Free Choice Act believe it would simplify and speed labor’s ability to unionize companies. Currently, companies can demand a secret-ballot election to determine union representation. Those elections often are preceded by months of strident employer and union campaigns.

Under the proposed legislation, companies could no longer have the right to insist on one secret ballot. Instead, the Free Choice, or “card check,” legislation would let unions form if more than 50% of workers simply sign a card saying they want to join. It is far easier for unions to get workers to sign cards because the organizers can approach workers repeatedly, over a period of weeks or months, until the union garners enough support.

Employers argue that the card system could lead to workers being pressured to sign by pro-union colleagues and organizers. Unions counter that it shields workers from pressure from their employers.

On June 30 the National Labor Relations Board ruled that Wal-Mart illegally fired an employee in Kingman, Ariz., who supported the UFCW and illegally threatened to freeze merit-pay increases if employees voted for union representation. The decision came eight years after the organizing campaign failed, and four years after the case was originally heard.

“We’ve always maintained the termination was not related to the union and that there was nothing unlawful about an answer provided an associate about merit pay,” said Mr. Tovar, the Wal-Mart spokesman. “Following the decision, we were considering offering reinstatement, but that is on hold, since the [union] appealed the decision.”

Unions consider the Employee Free Choice Act as vital to the survival of the labor movement, which currently represents 7.5% of private-sector workers, half the percentage it did 25 years ago. The Service Employees International Union said the legislation would enable it to organize a million workers a year, up from its current pace of 100,000 workers a year.

The Underdogs

The business-backed lobbying groups are running ads in states where a win by a Democratic Senate candidate would boost support for the legislation in the Senate, saying the loss of secret ballots exposes workers to bullying labor bosses. In one, they use an actor from the “Sopranos” TV series about mob life to hammer home their point.

Business groups say they’re the underdogs since they will be outspent by unions by a wide margin. Labor has pledged to spend $300 million on the election and securing passage of the Employee Free Choice Act, compared with under $100 million by business groups, according to Steven Law, chief legal officer of the U.S. Chamber of Commerce. The Chamber’s strategy is to focus on the Senate, where labor needs eight more supporters of the legislation to reach the 60 votes needed to overcome a filibuster.

“This is a David-and-Goliath confrontation, but we believe we’ll have enough stones in the sling to knock this out,” said Mr. Law.

Wal-Mart is a powerful ally. Through almost all of its 48-year history, Wal-Mart has fought hard to keep unions out of its stores, flying in labor-relations rapid-response teams from its Bentonville, Ark., headquarters to any location where union activity was building. The United Food and Commercial Workers was successful in organizing only one group of Wal-Mart workers — a small number of butchers in East Texas in early 2000. Several weeks later, the company phased out butchers in all of its stores and began stocking prepackaged meat. When a store in Canada voted to unionize several years ago, the company closed the store, saying it had been unprofitable for years.

Labor has fought back with a campaign to portray Wal-Mart as treating its workers poorly. The UFCW helped employees file a series of complaints about the company’s overtime, health-care and other policies with the National Labor Relations Board. Dozens of class-action lawsuits were filed on behalf of workers, many of which are still winding their way through the courts.

Wal-Mart has been trying to burnish its reputation by improving its worker benefits and touting its commitment to the environment. On the political front, it’s hedging its bets, spreading its financial contributions on both sides of the political divide.

Twelve years ago, 98% of Wal-Mart’s political donations went to Republicans. Now, as the Democrats seem poised to gain control in Washington, 48% of its $2.2 million in political contributions go to Democrats and 52% to Republicans, according to the Center for Responsive Politics, a nonpartisan organization that tracks political giving.