Posts Tagged ‘retail change’

The Problem With What You Do Best

Monday, August 2nd, 2010

By Doug Stephens

One of the first lessons I was taught in marketing was that when times were tough and sales were hard to come by, smart companies focussed on their core business.  They didn’t chase unproven concepts and ideas or explore unfamiliar ground.  Rather, they drilled even further into their primary occupation.  They “stuck to what they did best”.

I know now that nothing could be more untrue and that this pseudo-strategy has probably killed more companies than it’s salvaged.  And yet, we regularly hear CEO’s declare that they’re re-trenching around their core business in an effort to succeed.

When your core business IS the problem

The problem with simply focusing on your core product in tough times is that your core product might actually be what is making times tough in the first place. Focusing more intently on it  may only speed your demise!  Any creative or innovative thinking that could actually save the company is often stifled once the stick to what you do best mentality becomes pervasive.  Revolutionary ideas rarely see the light of day.

For the Apple’s and Google’s of the world, radical innovation is a daily breakfast item but the companies I truly admire are the ones for whom innovation is a painful leap of faith.  One can’t help but respect companies who have the courage to look outside their comfort zone for answers to seemingly insurmountable problems.

Below are what I consider to be three great examples of companies that chose NOT to stick to what they already know when times got tough but instead stretched to find new points of connection with their customers and in doing so, charted new territory for their brands.

Core Business WAS: Manufacturing a brand of automobile with little relevance, equity or appeal with young consumers.

What they DID: Instead of focussing on the automobile itself, Ford invested in Sync, a Microsoft designed system that seamlessly integrates phone, text messaging, web browsing and music through the car’s voice activated communication system.  Since its introduction in 2007, Ford has sold more than 2 million Sync enabled vehicles and claims that Sync-enabled models outsell non-Synch models twofold.

But the point here is really less about the technology and more about the message that Ford was sending to younger consumers.  In this decisive departure from its core product, Ford clearly told younger consumers that it “got them”.  The brand understood their need to integrate their personal technology into their driving experience and built a system that allowed them to do just that.

Core Business WAS: Manufacturing a low tech, old-fashioned toy in a market being increasingly dominated by video games.

What they DID:  Rather than waste effort trying to convince kids that plastic building blocks were cooler than video games, Lego reached beyond the safety of its core product, embracing the very technology that threatened its existence and making it part of the Lego experience.

The website offers video and online games, allowing kids to discover various Lego product sets in a fun and interactive way.Themed Lego kits correspond to popular movies, bridging the gap between passive entertainment and creative play.  They’ve also done a brilliant job of incorporating in-store technologies such as augmented reality to make the Lego buying experience truly exciting.

Core Business WAS: Making a brand of clothing that was being commoditized in the market and increasingly overlooked by younger consumers in favor of more fashion oriented, up-market brands.

What they DID:  Instead of focussing consumers on stitch-counts and pant styles,

Levis turned their attention to something well outside their core strength… music.  In 2010 they launched the Levis Pioneer recording sessions, a collection of 12 recordings by contemporary artists re-working classic songs that they’ve been inspired by.  The tracks and subsequent videos served as an allegorical bridge between the old and the new, a marrying of the classic and the contemporary.

Furthermore, it broke through the din of unremarkable messaging in the apparel market, sending a clear message to younger audiences that classic can indeed be cool.

Sticking to what you do best isn’t a strategy

These are only a few examples of brands that’ve had the courage to explore beyond their core.  There are others.  And in fairness, there are also a few notable examples of companies who did intensify their focus on their core offering to better serve their consumers – Starbucks being one of them.

But don’t let anyone convince you that simply sticking to what you do best constitutes a long-term strategy.  It’s more often the battle-plan of frightened business leaders who’ve simply run out of ideas.  They fail to realize that the core business of all great brands – regardless of what they sell – is innovation.

Innovation is what great businesses do best.

The Courage to Let Go

Wednesday, September 30th, 2009

Recently I was invited to speak to a group of senior executives at a well established national retail company.  It’s a business steeped in tradition and admired for its values and commitment to its stores and its employees.   They admit however that proactive change is not something they’re widely reputed for.  Based on the fact that I am such an advocate of change, I didn’t know exactly what to expect going in.HANDS3

My presentation centered on how the needs of consumers, the nature of competition and the media are all shifting dramatically.  I discussed the many opportunities that are available to companies who embrace change and how they can capitalize on it.   A substantial part of the presentation focuses on the continued growth and importance of social networks and media for retailers.

At the end of the presentation I spoke to their Marketing Director who had been trying for months to implement a social media program.  He was clearly and understandably delighted to learn he had just gotten the CEO’s approval to finally go ahead with it. He thanked me and I congratulated him and told him that I admired his conviction. It takes courage to fight for what we believe in.

However, as I made my way out of the conference room I realized that the real courage that day was on the part of the company’s CEO.   Until now, he had, for whatever reason, been opposed to a social media program but today he allowed his position to change.  Sure it takes guts to stand up for what you believe in, but I think it takes even more courage to let go of what you believe in.   Divorcing yourself from a long-held belief is like throwing out your favorite pair of jeans – they may be a little dated and worn but they’re damn comfortable…far more comfortable than new ones.

Organizations rarely fail to adapt because their people didn’t realize the need for change.  On the contrary, it’s often the rank and file employees that are the most vocal proponents for change.  Ironically, it’s often because their leaders simply won’t let go of the past.  Consequently, they impede the organization’s ability to change.  It seems almost counterintuitive that leadership would stand in the way of progress but it’s often the case.  Change can be turbulent, chaotic and uncertain – three things many CEO’s (and the shareholders they answer to) don’t care for very much.

Strangely enough, the barrier to change isn’t a lack of people sticking to their guns.  It’s an overabundance of people sticking to their guns.  Yes, it takes courage to hold-on in the face of adversity but I maintain that it takes more courage to let go in the face of change.

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.

Sustainability is the Business Challenge for the 21st Century

Tuesday, July 21st, 2009

By Justin K. Lacey (Guest Blogger)

What does sustainability mean? And in particular, what does it mean for entrepreneurs and small business owners?

With so much talk these days about the environment and sustainability, I am sure these are the sorts of questions many small business owners ask themselves. Unfortunately, there are no easy answers.Green

For most, the science is indisputable; we are witness to unprecedented changes in our environment.  The polar ice caps are melting, sea levels are rising and low lying coastal areas face an uncertain future. Unfortunately, the global objective has slipped. Our challenge now is to limit global warming to just 2 degrees Celsius, and avoid the catastrophic impacts associated with a 5 to 6 degree Celsius increase in global temperatures.

There are some that challenge the cause of climate change. Is it anthropogenic or a result of other forces or events naturally occurring in our environment? I would argue this is a distinction without a difference. Our climate is warming, and the risk of inaction is simply too great. Whether we like it or not, sustainability is our challenge for the 21st century; it is the context for businesses large and small.

So, what is sustainability? Some describe it as the triple bottom line; people, planet and profit. I have heard others describe it as equilibrium amongst economy, efficiency and equity. The concept of inter-generational dependence is favored by some, describing sustainability as “development that meets the needs of the present without compromising those of the future generations.” [WCED, 1987]

I find most, if not all, definitions of sustainability too abstract for application in the world of business. For me, a definition must have relevance in my daily routine; it must give me direction on how my behavior should change, provide guidance on what I should do differently when I walk into the office on Monday morning.  A definition that is too broad means everything, and means nothing.

Today, I heard a definition of sustainability that I found particularly appealing and useful for today’s small enterprises. Coro Stranberg, Principal of Strandberg Consulting, put it this way: “Sustainability is creating business value by incorporating environmental and social strategies into your business”. In terms of implementation, Coro went on to suggest that the best approach is to try and leverage your existing business plan; find opportunities to incorporate the concepts of sustainability that complement existing business strategies. However, the environmental and social strategies that create the greatest value for your business will likely be unique and depend upon factors specific to your business environment.

Tomorrow, I will be writing about how the Sustainability movement needs its own “Marlboro Man”.

Justin K. Lacey is the founder of Walk Softly Communications and a friend of Retail Prophet

Shift: Trends in Retail 2010-20

Thursday, April 2nd, 2009

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We’re in the final stages of writing a major presentation on retail trends 2010-2020 and have identified 8 major, emerging trends in retail which we see carrying through the coming decade.
What’s impressed me as we’ve compiled the research is how many of these projected changes can actually work to the advantage of the independent retailer. This is a little counter-intuitive given that many of the trends over the last 20 years have worked more to the advantage of the mass and chain store formats. However, we believe going forward, that the independent’s direct personal connection to their customers and their store environment provides them with a real potential gain over their larger competitors.
We need to underscore the words potential gain because any such benefits will only come to those store owners who are truly prepared to act on the information. Sure the report will cover what’s coming and provide strategies and tactics to adapt and succeed but what it won’t provide is the sheer will to seize the opportunity. That’s where you come in and that’s the strength of the entrepreneurial spirit!
We’ll let you know as soon as the 2010-2020 presentation is ready and how to get your copy or presentation booking.

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