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Archive for May, 2007:

Express Lane for 5/31/2007

The Brand Man is speaking about the transformation of Ralph Lauren into a brand that targets all different lifestyle segments, while still remaining relevant and viable. Ralph Lauren is a model for the new way apparel makers are doing business - increasing sales, without diluting the brand.

Get Elastic has got a complete primer on social shopping, what it is, how you can participate, and what it means to retailers.

And finally, the Motley Fool has a in-depth look at the current status of Abercrombie & Fitch. The retailer has faced some challenges lately, with sales sluggish at best, but they still have solid bottom line performance. Did they miss a trend or are they just not doing enough to distinguish themselves?

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Employee rights and out-of-workplace conduct

Consumerist has a detailed report about a worker, who was fired from his job at Wal-Mart, based on a comment he left on MySpace:

The exact quote said “Drop a bomb on all the Walmarts, trailer parks, ghettos, monster truck shows, and retarded fake “pro wrestling” events, and the average I.Q. score would probably double.” This was a silly statement, but in no way was a threat as Walmart said and used as reason for my termination and denying my unemployment benefits. On my “Exit Interview” they checked Gross Misconduct - Integrity Issue (which they describe as: Theft, Violent Act, Dishonesty, or Misappropriation of Company Assets) as the reason I was fired. They wrote on the exit interview that it was a threat posted on website; which it clearly is not.

Consumerist provides a more more detailed account from the fired employee. The comments on the story provide an interesting debate and look at employee vs. employer rights, and how far the line extends outside of the workplace.

We live in a digital age and we have to be careful what trace of our lives we leave online.

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Wal-Mart to face worker-led class-action lawsuit in New Jersey

Wal-Mart faces more legal problems ahead. Today, the New Jersey supreme court has certified a class action lawsuit against the retailer for claims that the retailer denied workers’ meal breaks, forced them to work off the clock, and forced them to work on the breaks.

More from Forbes (NJ Court Certifies Wal-Mart Class-Action) and the Asbury Park Press (Wal-Mart to face New Jersey class-action pay suit).

This is probably not a good thing for Wal-Mart, as they have previously lost similar class action lawsuits in Pennsylvania and California (I talked about the PA verdict last year). These kinds of cases are a reminder to all other retailers that they have to stay on top of labor practices, and more importantly, they are responsible for what their store-level management is doing. I’m sure Wal-Mart is not the retailer that is at fault, but these high profile cases send ripples through the industry.

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Express Lane for 5/30/2007

Another day, another collection of stories on the web that I’ve come across today.

The New York Times has a great look at how Wal-Mart’s own policies and methods have hurt the retailer. Wake Up Wal-Mart asks, Is Wal-Mart too cheap for their own good?

Not too long after Wal-Mart revealed more information on their plans to enter India in 2008 (read more here and here), Marketwatch is reporting that Best Buy is in talks to enter India through a deal with Vivek.

Steve Miller at Two Hat Marketing is talking about return policies. I agree with him that liberal return policies create more loyal customers. While they may create loyal customers who abuse the system, they are outweighed by the loyal customers created who appreciate not being looked at like a thief if something doesn’t fit or they change their mind. Retailers like Nordstrom and Kohl’s are using their return policies to distinguish themselves from their competition.

And finally, some interesting tidbits related to the airline industry:

A customer service tale, of people going above and beyond what is expected, involving the TSA? That can’t be right! But indeed, Christ at The Diff shares a positive story about the TSA that also involves holday air travel. Good story to read.

While The Airline Hub is reporting on a change in United’s policy on delayed flights, maybe United should take a look at Service Untitled’s thoughts on ways airlines could improve customer service.

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Best Buy on customer insight and cross-channel analysis

Intelligent Entreprise has a quick interview with Best Buy’s Senior Director of Customer Insight, Matt Smith. Good look at how retailers look at all of the channels available to them and how they are trying to understand and better target their customers.

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

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Express Lane for 5/29/2007

Threadless is an innovative apparel maker who has built a fantastic online community and delivered great products. Guy Kawasaki has visited their office and brought back some photos of their awesome pad.

Last week at Big Box Watch, I compiled a wrap up of the pre-opening preparations for the new Ikea in Draper, UT. Now, the Salt Lake Tribune has a recap of the grand opening festivities. When Ikea opens, they open big.

Kohl’s has grand re-opened this year’s batch of remodeled stores. Here’s a quick article about the remodeled Frederick, MD location with a small photo of the new Chaps home (bath/bedding) shop.

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Levi’s, retail growth, new styles, and trend awareness

San Fransico Business Times, via MSNBC, has an article looking at new strategies being employed by the denim maker, Levi’s (see: Seeking a stylish strategy, Levi’s tries on girls’ jeans). Looking for a way to expand their market share and regain their position as a market leader, Levi’s is better look at styles they offer and rolling our new retail locations:

Opening its own stores is one way Levi’s can counter changes in the wholesale market, analysts say. It has already opened seven of a projected 20 stores in 2007. There are 45 U.S. stores now open.

“If you are an apparel supplier, it is imperative that you develop your own retail stores to protect your business,” said Howard Davidowitz, chairman of Davidowitz & Associates Inc., a national retail consulting firm. Though Levi’s still has an 80 percent share in department stores, “You can’t put your faith in department stores, who are pushing brands less and less and private label more and more.”

Retailers, like Kohl’s and JCPenney, have been aggressively pushing their private label brands over the national brands that were the cornerstones of their stores. This is not a trend unique to these mid-tier retailers, as this private label push is seen all throughout the retail spectrum. This doesn’t mean that iconic, national brands like Levi’s are going to disappear from stores anytime soon, but it does mean that they have to adapt to the marketplace and become more self-sufficient.

I’ve been to the Levi’s store in Atlantic City and it’s great. Every style of denim that one would be looking for is there, with great visual merchandising and one of the best denim presentations you will find anywhere. Levi’s knows how to create a destination shopping experience and make themselves look good.

These store fronts work in conjunction with the department stores that already carry Levi product. The department stores will, typically, serve as a means for the masses to pick up the go-to Levi styles, like the 501, 505, and 550. The Levi storefront reenforces the iconic nature of Levi and enhances awareness of the premium offerings that they have, including the $260 Redwire iPod jeans.

While Levi’s still has a good presence in department stores, I wonder how much of the overall denim has shifted away from department stores (and the Levi brand) and towards teen retailers such as Abercrombie & Fitch and American Eagle. I have to imagine that it has been a signifigent share.

The increased retail locations work well for Levi’s. They will increase brand awareness and drive bottom line results. But they still have to stay on top of the game, as far as trend and style, and it appears that they are:

For men, she’s chasing what she calls a “scene stealer,” a college-aged guy who’s fashion aware and spends more on clothing. His female counterpart is another that Levi’s is “aggressively pursuing.”

To reach these consumers, Zakem has overseen the design of a “slouch fit” jean for men that combines skate and urban cultures with a loose fit in the hips and seat but a tight fit at the lower leg. For women there’s a “perfectly slimming” jean that has a girdle-like technology in the waist.

Zakem said she will seed the coasts with these products, and if they succeed, they will work their denimmy way into the heartland and less edgy retailers.

The most important part of that section is how they say that they will seed the market with these new designs. Trends are important in fashion, but will make or break apparel makers depending on how they react to them. I don’t think that denim makers have seen the payoff in the skinny jean trend like they did with the boot cut/destroyed denim look of just a few years ago.

I am most excited about the growth of retail store locations by Levi’s. As I’ve already said, I think they are a great destination shopping experience. Excellent merchandising and visual presentation is something every shopper needs to see more of.

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Express Lane for 5/28/2007

Recently, I talked about the enhanced contemporary fashion offerings at Kohl’s. Now there is more coverage about the new Intimates lines that are being launched. MediaPost provides more commentary on this launch, noting that as Kohl’s expands their offerings, Victoria Secret is cutting back their ad budget.

While talking about Kohl’s, one Akron OH woman has won a discrimination lawsuit against the retailer.

Is A Finish Line Inc. Turnaround Approaching? from Retail Stocks/Seeking Alpha. A good look, from an investment angle, on the mall-based active apparel/footwear retailer.

Finally, I enjoy this MacNN article about Sony playing catch up with Apple in the retail sector. They quote “several retail consultants” as saying that Sony “doesn’t get retail”. I completely aggree with this. Sony doesn’t produce bad products, but their retail locations don’t provide the same kind of experience you get from walking into an Apple store.

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Retailers and Social Media - when are they going to learn?

Recently, I wrote about the new Sears marketing plan and slogan, “Where It Begins”. Today, a Google search for “sears + ‘where it begins’” returns an article from AdWeek first and my website second.

Good thing for Sears, I was generally positive about the new slogan and marketing campaign. Imagine if I was negative and ripped it apart.

As a retailer, do you know what your customers are really saying about your brand online?

Are people reacting favorably to your marketing strategy? To you Summer clothing line? To your latest sale prices?

Are people discouraging others from going to your store because of a bad experience? Because of a short tempered cashier they encountered? Because of the ugliness of your new dresses? Because your return policy sucks?

I can bounce across the web right now and show you a Facebook page where a guy is showing off the new polo he bought from Abercrombie & Fitch.

I can show you a forum where people are talking about the perceived lack of training the cashiers exhibit at Sears.

I can even pull up a Myspace group where employees are talking about mistreatment from management at Kohl’s.

This information is out there. It’s freely accessable. I know where to find it and I’m not alone in that.

If you, as a major retailer, are ignoring this information, you are giving away valuable information that could help you grow your brand, increase your sales, and make the changes that you need to make in order to compete better.

If you, as a major retailer, are reading this information but not interacting with your customers on your own, then you are completely missing the point. Start a corporate blog and encourage discussion, good and bad, on your own website.

Hire an evanglist. Someone who will be the e-face of your company. Someone who will interact with your customers through blogs, forums, and social networking websites. Someone who will drive people to come to your website, to your store, strenghten your brand, and build lasting relationships with your customers.

The answers to what your consumers want are all around us. You just have to look for them and let them know that you are listening.

Other industries are already doing this and succeeding. Why the major retailers in America haven’t jumped on, I don’t know.

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Is Kohl’s quickly becoming a destination for contemporary fashion?

It has been a long time coming, but we are all one step closer to seeing Vera Wang’s new collection in Kohl’s stores. A preview night was held last week, were the press and the public got to see the first glimpses of the collection, known as Simply Vera. WWD released some preview photos of the collection:





This style is much more fashion forward than anything else Kohl’s is currently offering. But I’m excited to see what the individual pieces look like when the line rolls out in September.

I first talked about this collection last August (here and here) and personally, I think this is a huge move for Kohl’s. When it was announced, it may not have seemed like a perfect fit between the designer and the retailer. Why Kohl’s? But as Kohl’s has unveiled other brand launches and grown their contemporary fashion offerings over the past few seasons, it now seems like all the wheels are in motion for a very huge launch.

After announcing a very positive Q1 results on today’s conference call, the retailer outlined some of their future merchandising plans:

The launch of the Simply Vera collection and the new housewares line by Food Network will be supported by new fixturing. This is on top of new fixturing that most stores already received this year for the expansion of Chaps into the Home and Plus Size areas.

Intimates will see much growth in the so-called contemporary and updated areas with the launch of Simply Vera, the expansion of the Daisy Fuentes line into more doors, and the launch of a new private label Intimates brand called Moments. The new line will launch in 200 doors in June with further growth in the Fall and will be available in all stores by Q1 2008.

Also on the growth front, they say that the launch of the new Elle line in Misses is going so well that they are ramping up the rollout with an additional 250 stores receiving the product in September and all stores carrying the line by Q1 2008.

Like I said before, it may have seemed that the match between designer and retailer may not have seemed to mesh with the core Kohl’s shopper. But as I look across the ‘blogosphere’, I’m seeing a lot of early positive reaction to these preview photos. Judging by the comments, Kohl’s is attracting attention from people who previously hadn’t shopped at the retailer.

Just a few of the blogs that I’m seeing activity on: Miss Lovely, The Budget Fashionista, Catwalk Queen, nitro:licious, MTV Style Blog, and FabSugar.

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