Online shopping continues to challenge traditional retailers. Less adaptable retailers like Sears lose the battle and go out of business but others, like Best Buy have found ways to adjust and enhance their value proposition to maintain relevance. The same dynamic is affecting drugstores and Walgreens and CVS are experimenting with added services to keep customers coming in. This CNBC article talks about some of those efforts. CVS is running a pilot with SmileDirectClub to fit people for invisible braces in-store. Walgreens is experimenting with opening a dental office inside a few of their stores. Walgreens is also experimenting with shifting their segmentation focus to double-down on seniors.
Covergirl Opens New Flagship Store Focused on Experiences
Every generation presents new marketing challenges. As consumers flock to online shopping, CoverGirl decided to open their first brick-and-mortar location in Times Square, NY. You can read about the new store and it’s planned opening (Black Friday) in this article. The new store is designed around providing “an experiential beauty playroom”. The new store will be utilizing Google’s artificial intelligence platform, DialogFlow, to power a virtual greeter (Olivia) and augmented reality stations to help shoppers visualize the different options. Of course they will utilize personal sales representatives as well to assist in any areas not covered by their new technological assets.
Will this be a good move for CoverGirl? Should any of their current retail partners feel threatened by CoverGirl’s forward integration?
Target Stores Reinvention Pays Off
Brick-and-mortar retailers like Target, Wal-Mart, and Best Buy have been struggling to find ways to stay relevant in the new Amazon age. After trying to make incremental changes to stem losses, these retail giants are now realizing they have to make fundamental changes to their marketing and business strategies if they want to survive. CNN Money recently reviewed Target’s efforts, and results, in this article. After disappointing holiday sales in 2016, Target allocated $7 billion to modify their marketing mix. The article outlines changes made in every one of the 4 P’s and is a great example of how marketers need to consider all aspects of their marketing mix to create an effective marketing strategy.
The Exaggerated Death of Retail
Amazon is a retail juggernaut. Last year the company was responsible for 5% of total US retail sales (online and offline). Their growth and expansion seems unstoppable at the same time that we see other iconic retailers (Sears, JC Penney, Radio Shack, Payless Shoes, etc.) struggling to stay alive. Given the convenience and potential for cost savings it’s easy to say that the future of retail is online and brick-and-mortar establishments are a thing of the past but this FastCompany article,”The Future Of Retail In The Age Of Amazon“, offers a different perspective. Fair warning – this is a fairly lengthy article but it provides a number of good discussion topics.
The article starts by discussing the decline in traditional malls but talks about investments being made by the Mall of America to attract younger buyers. While online shopping has certainly contributed to traditional store closures, the article also claims over-expansion and lack of investment are significant contributors to decline as well. Even with all of the well publicized store closings there was still a net increase of 4000 stores in 2017 and a higher increase expected this year. The article spotlights Target and talks about some of the investments they’re making to move back to partnered custom products and emphasize visual merchandising in their store design. Much of the article alludes to the idea that a focus on the shopping experience can provide a unique value proposition that allows traditional retail to differentiate itself from online retail.
Students do a surprising amount of traditional retail shopping and you can get some good discussions started when asking them to articulate why they choose to buy in-store as opposed to buying online.
The Collapse of Retail
Every few months there is an article about the end of the brick-and-mortar retail era. Chain after chain disappear, often citing Amazon as the primary driver. This article from the USA Today lists 15 retailers that declared bankruptcy in 2017. Is brick-and-mortar retail truly doomed?
Ask your students what they would do if they were responsible for marketing for a brick-and-mortar chain. Can Target, Best Buy, and Wal-Mart survive in the Amazon age? How? This can lead to a good discussion on differentiation and competitive advantage. Capture those ideas on the board and then ask them to design promotions that can effectively communicate those ideas. What type of promotion? Where would it be seen? What is the message?
If you have time, ask them if there’s anyone that could displace Amazon and force them into bankruptcy. It may sound like an absurd idea but remind them that many strong brands like Blockbuster, Barnes & Noble, Kodak, Macy’s, and Sears were once considered icons that would last forever. How can you beat Amazon? Can Amazon undermine their own success and open the door for competitors?