Archive for the ‘Strategy’ Category

The Future is Temporary: Retailing in A Pop-Up World

Tuesday, February 21st, 2012

By Doug Stephens

Reebok pop-up store New York City

The concept of pop-up retail has been around for more than a decade.  Vacant, a company out of Los Angeles, California is credited with pioneering the concept of pop-up shops in North America, after seeing similar concepts in Tokyo.  They observed that Japanese consumers would sometimes line up for hours to buy limited edition goods.  Once stock was sold out, the store would simply close until new stock arrived.  This led Vacant to innovate the current model for pop-up, whereby stores would open for a defined period and then simply close, only to pop up later in a different location.

Until 2007 however, pop-up shops, while intriguing, were regarded largely as a novelty.  The retail industry remained dominated by the foundational precept that stores were more permanent things.   The goal of most retailers remained long-term, favorable leases in locations with trusted consumer traffic levels. This was how retail was done and how it was won.

Popping Up Out of the Ashes

The economic collapse of 2008 brought new opportunities for pop-up retail.  Landlords who were reeling from fallout in the commercial real estate market entertained previously unthinkable, short-term agreements for their space, paving the way for a host of temporary retail installations.  From Los Angeles to the mean streets of New York, the economic meltdown spurred a brilliant series of unique and daring pop-up concepts.

Above all else, these concepts seemed to breathe new life into a retail industry that had become fat and lazy, in the days leading up to the financial crisis.  Retail had too long depended on excess consumer spending to buoy demand. Only when the bottom fell out of the market was it apparent just how unremarkable most retail had become.

In a sea of sameness, these unique and fleeting pop-ups caught the attention of consumers and made retail interesting again.

From Novelty to Strategy

Today, pop-up has become a legitimate channel strategy.  Everyone from Walmart to Hermes has turned to these temporary formats to reach consumers where their full-line stores couldn’t.

Entire cities have embraced the concept of pop-up retail as a means of revitalizing urban neighborhoods.  One example, Oakland California’s Pop Up Hood concept, offered 6 months of rent-free space to independent merchants to test out their retail concepts in designated parts of Oakland.

Even entertainment moguls Jay-Z and Kanye West opened a pop-up shop last year in New York City to commemorate the release of Watch the Throne.  The store was open for one weekend only.

Technology is also fueling more creative approaches to pop up.  Augmented reality applications are transforming inanimate spaces into engaging consumer buying portals – trips through the looking glass.  Net-A-Porter’s recent launch of its Karl Lagerfeld line, whereby the outside of the store became a living interaction point for mobile device wielding consumers, is one such recent example.

Net-A-Porter uses augmented reality to wow crowds at their Karl pop-up stores

Commercial Real Estate Redefined

What these and other concepts point to is an historic move away from retail being solely about established patterns of consumer traffic and purchase intent based on familiarity.  The new consumer is seeking surprise and excitement from retail and is in many ways returning to its pre-industrial revolution roots and the concept of the travelling market.

For the commercial real estate industry, the writing may be on the temporary wall.  The success of pop-up retail signifies the need for less permanent real estate overall.  It’s logical to expect more retail chains to move to a mix of flagship (got to be there) locations and opportunistic, temporary installations to create excitement and capture sales. The commercial real estate professional of the future may be relied upon as much for their keen sense of guerilla marketing instinct as they are for their knowledge of the market overall.

Let’s Get Visual: Marketing in a post-text world

Sunday, February 12th, 2012

By Doug Stephens

As you read this post, you are digesting a form of content that represents a quickly diminishing proportion of the total web content you consume each day.  The written web is steadily becoming a thing of the past.

By 2013 Cisco estimates that 90% of all consumer IP traffic will be video.  If you think this sounds implausible, consider that even today video represents well over 50% of all consumer traffic.  Social bookmarking site Pinterest recently hit 10 million unique monthly users faster than any other site in history.  Infographics, a marriage of visual design and data, have become a common means of helping us digest and contextualize complex data sets.  Even traditional newspapers are increasingly turning to the infographic as a means of getting the story across to readers, giving welcomed relief from the graphs, charts and tables traditionally used by media to convey data.  Even resumes are moving from text to graphics, with sites like visualizeme.com and others turning the traditional, dull resume into a thing of the past.

This move to a visual web makes sense when you consider the avalanche of information that the typical consumer is coping with today.  A 2009 University of California San Diego study estimated that the average consumer was already being exposed to about 34 gigabytes of information or 100,000 words per day.  With dramatic increases to both processing power and the ubiquity of mobile technology in the 3 years since the study, one can only assume these figures would be even more mind-boggling now.  Thus, it follows that our minds are seeking visual breaks – a respite from the enormous glut of data coming at us.  Images and video give us that.

What it means for brands, manufacturers and retailers who haven’t already realized it, is that the days of telling customers about your product with words are coming to an end.  Traditional catalogs, brochures and selling aids won’t cut it in a world where consumers are seeking visual and audible alternatives.   Your word-based pitches will be shunned.

The fundamental reality is that as our capacity to process information steadily increases, our predilection for words will steadily diminish. Our brains are subconsciously seeking messages that provide our eyes these visual resting points.  In other words, the brand with the best pictures, graphics or video will likely win – regardless of what they sell.

This means reimagining your business, your brand and your product through all visual tools at your disposal. It means exploring your brand through the lenses of Youtube, Flickr, Pinterest, Tumblr and other visually based social tools.  It means revisiting websites with an eye to crystalizing thoughts and ideas into images and sounds, instead of words.  It means showing consumers instead of telling them.

Welcome to the visual web.

Is The Deal Finally Done?

Monday, January 23rd, 2012

One short year ago, the hype around daily deals was electric.  In the analyst community, you could barely get through a day without hearing something about players like Groupon, which happened to be growing at a meteoric pace.  In fact, by the time of its initial public offering in 2011, Groupon was stating that it had reached full year 2010 revenue of $713.4 million, while only a year earlier, the company’s revenue was $30.47 million – a year over year growth rate of 2,241%.  You read that correctly…over two thousand percent growth in one year!

Image courtesy of ViralBlog

There was also significant debate about whether these deal sites were salvation or suicide for small business, who for years had battled large retailers with deeper pockets.  Many felt daily deals could be the playing field leveller, that allowed the little guy to achieve marketing reach on a budget.

However, while consumers appeared to be prepared to jump on deals, many wondered what the actual redemption rates on deals were at retail.  More importantly, statistics began to show that deals as a long-term customer acquisition tool were weak, with many consumers admitting to cherry picking deals and never returning to the store again.  There were even a few horror stories of merchants being driven out of business by deals that went viral and exceeded all capacity to fulfill demand.

My take at the time was regarded as somewhat contrarian.   I felt that “deals” were not and never would become, a self-sustaining business but rather that, deals, discounts and promotions were and always had been mere marketing tactics. I felt that players like Groupon and Living Social, to name just a couple, had not invented a new business model but simply digitized an old tactic – the price cut –  that had existed since the beginning of time.

If there was anything impressive about deal sites, it was perhaps the massive uptake they could achieve with their offers.  When Gap ran a $50.00 gift card offer for $25.00,  they sold half a million of them.   It was like the difference between putting coupons on car windshield and dropping them from an airplane.  But the degree to which an offer like this actually paid off for the GAP is still unknown.  Groupons were notoriously difficult to measure at point of sale.   Some argue that the offer did further damage to the already waning GAP brand.

As consumers, we tend to be wowed by digitization.  Digitizing things tends to make old things look new and cool again but the shine wears off fast.  If there’s nothing fundamentally new or game-changing about the concept, we lose interest quickly and move on. And it would appear that many of us have gotten over daily deals.  Because underneath the shiny exterior, these were just coupons and does the world really need another coupon?

Last week Techcrunch reported that in the last half of 2011 alone, an unbelievable 798 daily deal sites folded.  By the end of 2011, Groupon’s share price had slipped below its IPO level, as the company was plagued with accounting scandals and reported retailer acquisition troubles. Some even began referring to Groupon as nothing more than a thinly veiled “ponzi scheme.”

What lies ahead for daily deal sites is unknown.  More may be born and almost certainly, more will die.  A few might innovate and create real value propositions.  My guess however is that eventually the surviving deal sites will simply be swallowed up into larger online entities.  Every major player including Amazon, Google and Facebook will have a daily deal arrow in its quiver but they will be reduced to being nothing more than one of many marketing tactics available – not businesses unto themselves.

UPDATE:  Following the posting of this article, I participated in a discussion with Natasha Mitchell, Host of the Australian Broadcasting Corporation’s Life Matters, on the future of daily deal sites.

Here’s the audio of that program.

 

The One and Only Question Facing Sears

Tuesday, January 3rd, 2012

By Doug Stephens

Amid the sounds of tearing gift wrap and popping champagne corks, ailing giant Sears Holdings Corp. announced over the holidays its intent to close as many as 120 stores.  This of course, came as little surprise to the industry that has witnessed the slow motion train wreck that Sears has become over the last several years.  The company has desperately been throwing a variety of ideas against the wall in the hope that something sticks.  So, far nothing has.

Yesterday Bloomberg news quoted Sears Chief Executive Officer Lou D’Ambrosio as saying that a combination of more technology and physical store improvements would help to put the retailer back on track and that Sears has to get better at delivering what its customers want across multiple platforms.  Mr. D’Ambrosio by the way, came to Sear’s by way of companies like Avaya and IBM, so he’s clearly no lightweight in discussions around technology.

Few would argue with the idea that Sears lags technologically or that its stores are dingy and dilapidated.   Even fewer would dispute the truth that Sears has to execute across multiple channels to be successful – that’s just table-stakes in today’s industry.

When tactics are mistaken for strategy

The problem I have with Lou D’Ambrosio’s thinking is that I believe Sears real problems are far more fundamental and critical.  In fact, I would argue that both the lagging technology and shoddy store conditions at Sears stores are symptoms of a far more deadly syndrome and one that goes to the very root of the company.  In my opinion what’s killing Sears is a complete and utter lack of clear and forward-looking vision.  No one has created a cogently articulated picture of what the Sears of the future looks like.  No one has made a promise to consumers about delivering something remarkable or uniquely valuable.

It’s a classic example of a business mistaking tactics for strategy.  Last year the “strategy” was licensing store space to Sear’s vendors.  This year it’s renovations and technology.  Who knows what will it be next week, month or year.   Certainly not the store staffer responsible for representing the brand to the consumer.  And therein lies the problem.  Sears has lost all sense of brand essence and purpose.

The one and only question

Frankly, there’s  only one question that the leadership at Sears needs to answer.  “What can Sears offer the world that the world can’t get somewhere else?”  The answer to that one question becomes the cornerstone for the entire strategy going forward. It becomes the prime occupation of every Sears employee – from Mr. D’Ambrosio down.  The answer to that question is all that matters.

If the answer is “nothing”, then there’s no technology or store renovation plan on earth that will save Sears.

 

 

 

 

 

 

Up the Amazon Without A Paddle

Friday, December 16th, 2011

By Doug Stephens

The recent launch of Amazon’s price check app was greeted with everything from retailer outrage to government sabre rattling!  Some even called it evil!  Really? An app…evil?

In case you missed it, to commemorate the launch of the app, Amazon offered consumers up to $15.00 off their purchases if they used the app to price check items in local stores, before ultimately buying the same items on Amazon.  So, Amazon gets the pricing data and the sale, the consumer gets the discounts and the goods and the local retailers gets the pleasure of being the not-for-profit showroom. 

As you can imagine, this caused an uproar.  Retailers, industry associations and even a U.S. Senator joined the appeal for Amazon to halt the promotion.  Some felt Amazon was preying unnecessarily on brick and mortar retailers when they could least afford it – during the holiday sales run up.

Many cited Amazon’s “unfair advantage” on pricing.  I’ll grant you, the playing field isn’t perfectly level.  Amazon’s exclusion from having to charge sales tax makes it tough on their brick and mortar rivals but that isn’t exactly a new situation.  Online retailers have never been required to charge sales tax in states where they have no substantial physical presence.

If the only discernable difference between you and Amazon is the sales tax, you never had a chance in the first place.

Among the new rules of retail, there’s one that’s ironclad.  If your products, services and/or overall customer experience are not so substantially different from Amazon’s that you defy direct comparison, your life expectancy is limited.  And there’s no level of outrage,  complaining or Senatorial intervention that will change that.  In fact, Amazon won’t be your only worry – every competitor is potentially lethal when you lack any notable competitive differentiation.

And if you really don’t like Amazon’s price check app, brace yourself.  As smart phone sales continue to grow exponentially, more and more consumers are going to be wielding the likes of Google Shopper, Red Laser and a host of other apps aimed at directing consumers to the best possible price – and all other things being equal, they’ll take it.  The best retailers will focus relentlessly on ensuring that that all other things are in fact, NOT equal.

It’s just this simple:  Differentiate or die.

How Google Street View Might Open the E-Com Door for Small Retail

Monday, November 7th, 2011

By Doug Stephens

If you use Google maps, then you’re probably familiar with Street View.  As the name suggests, Street View allows users to literally fly down to street level and have a 360-degree look around.

In April of this year Google began expanding the concept to include 360-degree photography of interior business spaces within Street View functionality.  Now the program is officially rolling out in Australia, Japan, the U.S., and New Zealand and is focusing exclusively on small businesses including restaurants, bars and retail stores. Businesses who want to have their location photographed by a “Google-trusted” photographer have to apply.

This is about more than pretty pictures

According to Google, the idea behind shooting interiors is to provide potential customers with immersive imagery that would simply make them more comfortable with deciding to visit businesses.  While that is undoubtedly one outcome, I think there’s either more to this than Google is admitting to at the moment.  Or it could be that they are missing out on a much larger opportunity.  Given Google’s savvy, I tend to think it’s the former.

The opportunity lies in the astounding fact that almost half of all small retailers in North America do not have a website of any kind.  Those that do often have something that looks like a glorified yellow pages ad –static and outdated.  It’s a segment of the market that is woefully lacking in offering consumers any degree of web-based experience.

What Street View Interiors offers is the core of web experience that begins to make a business’ Google Place page feel a lot more like a decent website.  My bet would be that that’s exactly what Google wants business owners to begin to regard their Places page as – their website.  A fully baked Places page now can contain reviews, maps, directions and telephone numbers, offers and an immersive 360-degree tour of the location and surrounding area.  Add in applications like Google Checkout, and you have a fully functioning website with e-commerce capability – a quantum leap for the average small retailer.

I’m Seen Therefore I am

Small retailers have never really excelled at e-commerce.  The reason in most cases is quite simple. Many buyers feel that there’s a risk in ordering something from some hole in the wall store they’ve never heard of. Without a well-known store brand name to rely on, most consumers aren’t willing to chance it.  It’s been a perennial problem for small retailers.

Through Street View’s interior shots, would-be consumers can at least confirm that the store in fact exists, lending a significant sense of pre-buy confidence.  If the store also happens to be well kept, stocked and merchandised (at least at the time it was photographed), it might just seal the deal.

In what has become the ultimate game of online chess, my guess is that Google is thinking at least a few moves ahead.  In this case, the strategy as I see it is for Google Places to become the de facto home page and ecommerce portal for millions of small businesses worldwide – a massive opportunity, if they can tap it.

How Not to Survive the Future

Wednesday, October 12th, 2011

By Doug Stephens

Today I came across this ad from the United States Postal Service.  They’ve adopted a self-preservation strategy that attempts to convince us that snail-mail’s low tech nature is actually preferable to digital communication because it offers protection from viruses and hackers. “An online virus has never attacked a cork board.” the voiceover says.  Isn’t that a little like saying  a horse would be better than a car because a horse never runs out of gas?

The ultimate goal of the campaign appears to be to convince rational adults who run real-world companies that sending paper statements to their customers makes more sense than digital billing and that customers actually prefer mail!

This is the best the USPS could come up with?  This is the strategy that will assure them their rightful place in the future?

[youtube]http://www.youtube.com/watch?v=oysFmSVzCnM[/youtube]

Unfortunately, this sort of reaction to imminent obsolescence isn’t unusual.  For example, instead of innovating, the record industry chose to simply sue individuals for downloading music.  Instead of innovating, Blockbuster merely tinkered with late fees on DVD’s. Instead of innovating, book publishers and sellers tried to convince digital readers that they were somehow betraying the sanctity of the written word by using a Kindle.  In the process, they all wasted precious time and energy that could have been dedicated to real innovation and reinvention – things that might have saved them.

Don’t get me wrong, I’m not suggesting that reinventing a company, a business model, or an entire industry, for that matter, is easy or even possible, in all cases.  There are some notably successful reinventions however; brands like Hyundai, Apple, HP and Gucci are just a few that come to mind.  Many more, of course, have faded into obscurity despite their best efforts.  There are no guarantees.

What is absolutely certain though, is that deception, scare tactics and tinkering don’t cut it when you’re being annihilated by devastatingly disruptive technology.  You have no choice but to innovate aggressively and radically to create a new and relevant proposition.  You have to find a remarkable reason for existing.

So, if your company ever finds itself behind the eight ball and someone at your agency suggests a campaign like this one from the USPS, fire them.  Then sit down and start the difficult but exhilarating work of innovating.

The Declining Need for and Escalating Value of Human Service

Sunday, September 18th, 2011

By Doug Stephens

Technology has been steadily reducing the number of human service interactions we require in an average day. For at least the last decade, the list of what we as consumers can do for ourselves is growing rapidly.   Between kiosks, web based solutions and mobile apps, most routine customer service functions (product knowledge, price checks, inventory inquiries etc.) are now completely do-it-yourself.

With this “self-serve revolution” in place, it’s easy to regard human, person-to-person service as a somewhat archaic commodity for which the market value must be dropping.  I’ve actually heard retail executives say as much, inferring that customer service people have become merely low value cogs in the machine.  Not only do I completely disagree, but I’d go so far as to say that any company that adopts this attitude is making a colossal and potentially fatal mistake.

There’s no app for empathy

What technology has done is to automate the most routine and repetitive customer service tasks; the real mind numbing stuff that deserved to be mechanized.  What is hasn’t done (at least not yet) is automate advanced problem solving skills, empathy and likeability.  Hence, customer service as we know it, is evolving to become less about functional skills and more about cognitive reasoning and emotional intelligence – the really hard stuff!

Technology hasn’t lowered the value of personal service, it’s raised it.  As the need for personal, human service declines, its value in circumstances where it is required becomes exponentially higher!  It’s precisely because we can do so much ourselves that when we encounter something we can’t, it’s literally jarring.  Consequently, the stakes are immediately higher.  These are situations where the customer has already reviewed your frequently asked questions board, called your automated help line and read your user’s manual.  They’ve made every attempt to solve their own problem – all to no avail.  The only remaining option is to call an expert who can help.  The human being they call or visit at your business is the last and most vital stopping block between your customer and your competitor’s doorstep.

Moments of Truth

A great example of a company that gets this concept is Zappos. 75% of Zappos sales are transacted without any interference from a human being – all totally systematized.  Most businesses would invest proportionately in the side of the business that generates the majority of sales – the automated 75%.  And yet, Zappos puts incredible emphasis on the hiring, training and compensation of the people who respond to the 25% of sales that do require personal service.  The rationale is simple; the 25% personal sales are regarded as do-or-die moments of truth when the system won’t cut it and when the customer needs the brand to truly perform.  These are the sales that create memorable experiences and word of mouth.  To skimp on talent at these most pivotal circumstances discredits the entire brand.

The best analogy I’ve heard is that the role of the customer service person today is much like that of an airline pilot.  The pilot is not paid to fly the plane – that’s almost completely done by the autopilot system.  Rather, the pilot is paid to be there in the critical moment when the system fails.

Spend Shift and the new era of consumerism

Thursday, September 8th, 2011

By Doug Stephens

The economic recovery in North America has been anything but easy but according to best selling author, John Gerzema, the end result may not be entirely bad.  

I talked with John about his latest book, Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell and Live. It chronicles the collapse of a 30 year era of unprecedented and often mindless consumption and the subsequent emergence of a  decidedly different, values-driven and empowered consumer.

This new consumer, he suggests, is one that all companies, regardless of what they sell, must intimately understand,  if they’re to survive the return to more thoughtful consumption.

John is a two-time Wall Street Journal best selling author, Executive Chairman at BrandAsset Consulting and oversees strategy for the Young & Rubicam group of companies. He is also an acclaimed TED speaker. I spoke with John from his offices in New York City.

Full podcast here


What Duane Reade’s New Store Concept Says About the Future

Wednesday, July 6th, 2011

By Doug Stephens

Retail concepts in Manhattan don’t always make the best examples for emulation elsewhere but there may at least be some strong directional cues to be taken from Duane Reade’s new flagship store, opening tomorrow in New York.

According to Convenience Store News, the 22,000-square-foot flagship store, located at 40 Wall St. will operate 24 hours a day and take a decidedly more upmarket position than previous concepts.  While maintaining a strong focus on health and beauty, the store will also offer a “sushi station, featuring a chef and full menu; a juice market, offering smoothies; a Starbucks coffee and fresh bakery counter; one of Coca-Cola’s new Freestyle machines dispensing 130 varieties of Coca-Cola; and an expanded natural and organic section containing fresh fruits, vegetables, wraps, sandwiches and salads.” There will also be a doctor on the premises.

What seems clear with the concept, is that Duane Reade is building a model for a store that is not simply a place to visit but rather the place to be.  It speaks to the certainty of the drugstore becoming an increasingly central aspect of life for the approximately 1 in 4 Americans heading into senior citizenship.  It clearly positions the store as the place to accomplish many of the day’s medical, shopping and leisure tasks in one, easy to shop destination.

Another and perhaps more subtle undertone of the story touches on what many see as a growing polarization of wealth in America, where the traditional, middle of the road drugstore can no longer serve an increasingly economically disparate population.  Instead, such mid-tier stores will likely be replaced with either high-end wellness stores like this one or bare-bones dispensaries for those with less financial means.  The local drugstore as we knew it, may be nearing it’s end.

So, while you might not find a sushi bar in the Walgreen’s in Keokuk Iowa anytime soon, what seems certain is that drugstores in America will increasingly expand beyond their health and beauty roots, into a myriad of other product and service categories.  For those who can afford the experience, such stores will not simply be places we go when we’re sick but rather places we go to be well – a hub of our daily lives.