Archive for August, 2009

It’s Not About The Widget!

Monday, August 31st, 2009

By Doug Stephens

Retail is simple.  You take widgets, you put them on a sales floor, you put a sign outside that says “we sell widgets” and people who want widgets come and buy them.  That’s about as complex as retail should be right? Widget

Then why has retailing become so complicated?  Why are there so many articles, books, blogs, gurus and consultants (present company included) trying to unlock the mystery of great retail?  Why are people like Starbucks’ Howard Shultz or Lululemon’s Chip Wilson revered like Gods?

Because retail isn’t simple.  In fact it’s very difficult.  As the saying goes, “retail isn’t rocket science.  It’s much, much harder.”  Here’s why…

It’s easy to sell widgets until someone else comes along selling widgets at half the price – damn Chinese-made widgets!  They’re even pretty good quality widgets and frankly consumers don’t seem to care that they’re not made here.

Then down the street they open Widget Depot, who carries 2036 varieties of widgets at everyday low prices.  They’re not big on service but if you want a certain widget, they’ve got it.   To make matters worse they advertise like crazy on the W Network (the Widget Network), so when people think of widgets, they think Widget Depot.  They’re also open every day of the week until eleven p.m..  Who would have dreamed that people would go widget shopping at that hour?

Then across town, The Widget Experience store opens.  They know more about widgets than anyone else.  Widgets are like a religion to them.  It’s actually a little creepy but they serve cappuccino and they play really cool music that enhances the widget-buying experience.  They even offer free WiFi!  Their widgets cost four times the average but somehow people are willing to pay it.  Go figure!

Then widgets.com starts up.  Now people can buy widgets anytime day or night without leaving the house!  They ship fast and often charge less than the local widget store.  In fact, online widget sales are skyrocketing.

We can’t forget WidgetBay, where used widgets are auctioned off at a fraction of the price of new widgets.  In fact, there are over 3,000 listing for used widgets right now!

The fact is, nowadays people can buy widgets anywhere and everywhere!

And therein lies the reason that great retailers become great.  They are wise to what is by far the most important retail lesson of all. That it’s not about the widget.  And it never has been.

Help Me Do The Right Thing!

Friday, August 21st, 2009

By Doug Stephens

You’ve likely seen the relentless stream of news articles and blogs lately touting the “new consumer mindset”.  Terms like “post-consumerism”, “belt-tightening”, “frugal chic” and other catchy slogans are being used to put a handle on sluggish consumer activity.  It seems that if we can sum up a problem with a snappy catchphrase it makes it easier to rationalize.RESPONSIBLE

The range of opinion on today’s consumer is wide and vacillates from day to day. One piece of data may show signs of a consumer comeback only to be negated by a different statistic the following day.  All of this adds to both the confusion and desperation among retailers.

The conservative view is that buying behavior will be negatively altered for the long-term.  This camp suggests that consumers will radically change their purchasing habits and indeed even dial-down their lifestyles to accommodate the new normal.  In contrast, the liberal view is that as soon as the dark clouds of economic doom part, the consumer will return to their giddy pre-apocalyptic level of spending.  Presumably somewhere between the two positions lies the truth.  Attempting to weed through fact, fiction and journalistic hyperbole is a definite challenge.

Fortunately, a good friend and former colleague of mine sent me a piece of research last week by Yankelovich and The Futures Company that provided one of the most clear, reasonable and cogent points of view I’ve seen on the subject.  Firstly it made the point that in every economic downturn, the Press has tried to convince us that consumers will consciously live below their means for an extended period.  In fact, this has never been the case…ever.  Secondly, it suggested that what we’ve really entered into is an era of increased personal and social responsibility.  We’ve awakened to the idea that we need to live within our means – not below them – but within them.  Along with this sense of fiscal accountability there come residuals, like an enhanced sense of accountability for the health of our bodies, our communities and our planet.  The live now pay later philosophy is outdated.  The days of on-the-spot credit approval and a free iPod with every approved credit card application are (thankfully) gone… for now.

As a result of this new sobriety, consumers will gravitate toward retailers who they perceive will help them in their quest to be more responsible – that will help them do the right thing.   Assist them in buying the things that they need in a manner they can afford.  Offer them products that are healthy in quantities that are sensible.  Supply choices that reflect a higher level of sustainability.  None of this denotes cheap, although price is and always has been a qualifier.

Ironically, the response of many retailers has been to attempt to bait consumers into buying using (almost constant) price promotion.  Simply beating the price down to the point where, need it or not, the consumer might give in and buy.  Clearly this doesn’t address the underlying needs and I believe that’s why it’s largely failed to stimulate activity to this point.  If anything, convincing consumers to buy something they may not truly need doesn’t solve the problem, it exacerbates it.

However, resurrecting programs like layaway plans might help, especially for younger consumers who could benefit from the buy-with-cash lesson.  Recommending products that last longer and therefore save money in the long-run is another form of responsible guidance to the consumer.  And here’s a thought…how about rewarding customers who pay with cash instead of credit?  There are many ways we can recalibrate store and company policies to help the consumer to be more conscientious.

In the end, consumers will always aspire to having more.  No recession has or will eradicate the fundamental human desire for an improved lifestyle.  What has changed is how we go about acquiring the things that furnish that lifestyle.

I expect that retail winners over the next number of years will not simply be those with the lowest price.  The companies that rise to the top will be those that become trusted by consumers to help them do the right thing – the responsible thing, for everybody’s sake.

Your Customers Are Not Fortune Tellers

Friday, August 14th, 2009

By Doug Stephens

From time to time I speak to  retailers who maintain that the best means of staying current on trends and changes in the marketplace is by speaking to their customers.  This personal connection, they maintain will keep them in tune with the future.  Keep them doing the things they need to do to succeed.

I’m here to formally reject that theory.Fortune

Here’s why…

Firstly, your customers only know what they want now, today, at this exact moment in time.  They have absolutely no clue what they’ll want two years from now.  How could they?  They need someone to project that for them – to anticipate it.

Secondly, if your solitary link to the future is today’s customer you are only talking to the people that like what you’re doing.  You’re not talking to the people that didn’t like you so much and left .  There may be important shifts taking place that are literally driving customers away from your store that you’re completely unaware of.

Thirdly, your customers are not futurists or fortune tellers.  They have no interest or expertise in helping you interpret socioeconomic trends or develop your retail strategy.  They are just people with needs.  Meet those needs today and maybe they’ll come back tomorrow.

Lastly, it means that you’re basing your urgency to innovate solely on the opinions of people who like you exactly the way you are.  If they didn’t, they wouldn’t shop you.  They don’t want you to change…even if you really should.  In fact, it’s quite possible that you’ll lose some of them in the process of making essential business changes.

If your only window to the future is your customer, you’re in trouble.  It’s like driving a car by looking in the rear view mirror.  Sooner or later you’re going to hit something you didn’t see.

As Henry Ford said “If I’d asked my customer what they wanted, they’d have said a faster horse.”

7 Years for 7 Reasons: The Decline of the Power Center

Saturday, August 8th, 2009

By Doug Stephens

From its inception as a commercial real estate concept in the 1980’s, the long-term viability of the power center has been a topic of running debate.  Many have wondered how something so aesthetically displeasing could possibly survive the test of time.   And while they are clearly not great achievements in design, the decline of the power center will have much less to do with aesthetics and much more to do with powerful social and economic forces beyond their walls.PC

The power center will begin to decline in 7 years for the following 7 reasons:

  1. The Aging of the Baby Boomer:  In 7 years the youngest baby boomers will reach 52 years of age and what most marketers consider the threshold for declining consumerism.  They will begin spending progressively less on household and personal items with each subsequent year.  While they’ll remain a significant economic force through the next decade, the unprecedented “boom” of population and subsequent spending that gave birth to “the box” 30 years earlier will wane.  Despite their relative good health and youthfulness as a generation, the sheer size of many big box stores will begin to present real physical challenges to baby boomers.  Navigating these cavernous spaces will be undesirable and increasingly less possible for them with each passing year.  As a result, they will turn to more pleasant and comfortable shopping venues; the majority of which have not yet been built.   Furthermore, as eyesight begins to wane, reflexes slow and hearing diminishes, driving becomes less desirable and perhaps impossible.  Look for boomers to shop close to home whenever they can, favoring pedestrian shopping venues, Main Street type business areas and mixed-use retail development.   Those who can afford to will pay a premium for easy walking access to retail.
  2. The Gen X Deficit:  In his 2008 book The Age Curve, How to Profit From the Coming Economic Storm, author Kenneth Gronbach points out that Generation X (those born between 1965-1984) is significantly smaller in number than their boomer cohorts.  He points to an 11 million person (16%) deficit that he maintains will simply devastate many large retailers.  Their smaller size as a generation makes it virtually impossible for Gen X to rise to Baby Boomer levels of consumption.  Therefore, until Generation Y moves into the driver’s seat, there will likely be a general decline in consumption of many categories of goods and services.
  3. E-commerce, M-commerce and In-home Service Will Grow:  On-line shopping will steadily increase as a percentage of total retail sales due to improved technology, pervasiveness of high speed connections and the added buying power of Gen X and Gen Y consumers.  In addition, improved hand-held browser technology will make mobile commerce progressively more comfortable, trusted and intuitive, further reducing reliance on immense bricks and mortar stores.   In-home service and product delivery will blossom.  PetSmart recently announced that it is considering offering in-home pet grooming and other services.  Look for this trend to continue as retailers search for means of adapting to the aging consumers’ needs and becoming more convenient.   Therefore, with fewer sales being transacted in-store, the need for enormous retail outlets will diminish and so too will power center tenancy.
  4. Conspicuous consumption isn’t cool:  “Frugal chic” has replaced the unbridled spending that fed the growth of power centers over the last twenty-five years.  Home equity financing is now a bad taste in many mouths.  Necessities continue to account for larger percentages of household spending than luxuries.  Expect this trend to continue well beyond the point of economic recovery as consumers look to increase savings, lower debt and improve their financial security.
  5. Rising fuel costs will hurt everyone:  The big box business model is predicated on buying vast amounts of product and shipping it via boat, truck and train across the globe.  They do this in an effort to sell at the lowest possible price.  Rising fuel costs will strain the efficiency of this supply chain model, if not cause it to implode.  The point at which the model collapses under high fuel costs is debatable but few dispute its inevitability.  Rising prices at the pump will also take a bite out of already pressured household discretionary budgets, leaving fewer dollars for power center purchases.
  6. Generation Y: In 7 years, the oldest Gen Y will be 32 and entering the prime of their consumer lives.  The bad news for power centers is that Gen Y will not fit the model that big box retailers like Wal Mart are built on – the 40 year old suburban mom with young kids.   In fact, when you look at Wal Mart products, you’ll notice that they seemingly love licensed brands like Disney.  Why?  Because Disney plans all product changes well in advance, targets enormously broad audiences and looks to get many months, if not years of mileage out of each new release.  This keeps the “cheap and deep” supply chain philosophy intact.  The big box buying model is predicated on steady, dependable demand, annual line-reviews and minimal assortment change, whereas Generation Y will seek out retailers that respond to new and exciting product trends.  As a generation that has always been plugged into what’s new, they will not simply accept the “stack it high and watch it fly” mentality of many mass merchants.   They will seek out smaller, more agile and connected retailers who understand their needs and react to changes in fashion and design.  In an effort to adjust to this new pattern of demand, mass retailers will have to experiment with new and likely smaller formats that operate on a completely different buying model.
  7. Environmental Pressure:  Unless power centers can turn their parking lots into enormous solar panels, acres of asphalt just doesn’t say “green”.  The stripping of land for the development of these centers will be met with increasing resistance by municipalities and citizens alike.  Already we are seeing increased resistance on the part of planning committees and citizen coalitions to thoughtless and irresponsible commercial development.

As for the buildings themselves, author Julia Christensen points out in her 2008 book Big Box Reuse, most will be re-purposed by developers and local governments.  Lifestyle centers, community services centers and sports complexes are only a few of the potential uses for them.

And what about the retailers that currently call the power center home?  I would look to brands like Wal Mart, Home Depot and Best Buy among others to start playing with smaller footprint concepts outside the power center and big box formats.   With smaller stores and at least a partial return to domestic supply, they will work to become more responsive to changing fashion and styles in an effort to capture a younger consumer base.  Whether or not they’ll succeed in in these attempts remains to be seen.

These are smart and aggressive companies that will not simply go away but they’ll have to institute new business models in order to survive.  They will also have to reconsider the sustainability of their relationships with city planners, domestic suppliers, the environment and perhaps most importantly their employees.  They’ll become more reliant on each of these relationships for their  future success.

Perhaps the greatest irony of all is that for some big box retailers, the next 20 years will be a matter of learning how to succeed in the very place they started…on Main St.

The Tyranny of Selection: How Much is Too Much?

Sunday, August 2nd, 2009

By Dr. Kyle Murray

Have you noticed the motorized scooters that now appear beside the carts at the entrance of your favorite big box retailers? Some stores are so big that scooters are needed by many consumers to complete their shopping trip. Today numerous large format stores offer more than 50,000 unique items, a  few now stock over 100,000 different products. In an effort to provide the products that best match your specific needs, these stores have dramatically expanded the number of items that they carry and the space to display them.Choice

If deciding among all of these alternatives gives consumers a headache, a trip to the local pharmacy does little to relieve the pain. Even in product categories that one might consider relatively simple and straightforward, such as analgesics, it is common to find in excess of 60 different varieties side-by-side on the shelf. We are asked to select the chemical composition (ibuprofen, acetaminophen, acetylsalysic acid), decide between brand names (Advil, Tylenol, Aspirin) and generics, and choose from numerous features (“cool burst,” coated, time release), packaging (liquid gel, tablet, caplet, the number of pills) and concentrations (regular, extra strength).

Why so much choice?  Because that is what consumers have repeatedly told retailers they want.  We have voted with our wallets. We do not want a corporate buyer at head office to decide what product features are best for us, we want to see all the combinations and then decide.

All this choice, in fact, may be having a negative effect.

Research suggests that although we are attracted to larger assortments, we are often happier with our purchases when we buy from smaller selections.  In Paradox of Choice, author Barry Schwartz notes that when we have to choose from many options there is more to regret in what we did not select. When the differences between products are smaller, we are less certain that we have chosen the right one. If you love pecan pie, it is easy enough to choose between pecan, apple and cherry.  But, if a dark chocolate pecan pie and a white chocolate pecan pie are also available (and in a variety of sizes), are you really sure that you made the right choice
when you brought the 8 inch plain pecan pie home for dessert?

In addition to liking a variety of products to choose from, we also like products with lots of different features. Researchers from the University of Maryland’s Center for Excellence in Service have demonstrated that this can lead to “feature fatigue.” That is, we tend to choose the products with more features even though we would have been happier with an easier to use alternative (with fewer features). Ultimately, this hurts both consumers and
retailers.  Consumers are less satisfied because they pay for features they don’t or can’t use. Consequently, they are less likely to shop at the same store in the future.  This in turn hurts retailers.

It is much more profitable to serve a happy and loyal customer base than it is to win back unhappy clients.

It seems highly unlikely that we as consumers are going to suddenly decide that it is in our best interest to have fewer choices. Most of us will continue to be attracted to stores that offer us a variety of pain killers rather than one or two options. We will prefer the grocery stores that give us a selection of different varieties of ripe tomatoes over those that offer just Romas. Our toothpastes, cell phones, cars and other products will continue to add more features – and we will likely choose them over the basic alternatives.

But, we are not going to be happy about it unless retailers do more than just put the products on the shelves.

My research suggests that retailers are going to have to become better advocates for their customers.  The big box stores with enormous selections will need to help people make choices.  They will have to continue to simplify store navigation and take advantage of emerging technologies that improve the shopping experience. This will likely include the mass customization of products and services, without adding to consumers’ decision making burden. Innovations along these lines are well underway, from stores-within-a-store to more efficient check-outs. To get a glimpse of the next wave of innovation, Google the Metro Group’s store of the future or Mi Adidas Paris.

For those concerned about how the small independent retailer will be able to compete against ever-expanding international chains employing cutting edge technology, there is no need to worry. Successful small retailers have always made life easier for their customers. Not by having the largest selections, best locations or lowest prices, but by anticipating what their customers will want and building relationships around smaller selections.

Dr. Kyle Murray

Dr. Kyle Murray

Dr. Kyle Murray is the Director of the School of Retailing and an Associate Professor of  Marketing at the University of Alberta’s School of Business and a friend of Retail Prophet

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