Zappos Objectives

After careful review of the American Eagle Outfitters, Inc. 2014 Annual Report, it was noted that the company have four areas that they are focusing on. The first being to make more money by adding more “compelling product assortments” by providing an unique costumer experience both online and in stores. The second being to expand their Omni-Channel capabilities. The report defines Omni- Channels as stores including displays and kiosks, web, mobile devices, social networks and email. The third is growing their digital business. The final area is improving profitability.

Target Corporation is an upscale discount retailer whose mission is to provide trendy merchandise to their “guests” or customers (Target Corporation, n.d.). In order to achieve its mission, Target relies on its efficient management team to execute its vision and maintain operations. To learn more about a manager's role at Target, we interviewed Lisa Novgrod, a store manager of Target, on November 3rd, 2017. One of the topics discussed in the interview was the growth of online shopping and the struggle to be competitive online against giant e-commerce companies like Amazon.com and other retail competitors like Walmart. Currently, Target is having difficulty translating their competitive advantages such as a great in-store experience and trendy

There has been an overall loss in Market Share throughout departments stores. JCPenney is one department store in particular that has a very hard time dealing with this issue and has struggled to retain its market value. JCPenney CEO’s of the past and present have taken very different approaches to solving this problem and that will be discussed throughout this paper. We will start off by introducing you to former CEO, Mike Ullman who managed JCPenney before and after the recession as well as his presence after next CEO Ron Johnson was fired. We will walk through the problems that occurred after Johnson enforced his new turnaround strategies for JCPenney and how it cause disastrous results in sales and in the further decrease of market share. We will then focus on the current CEO, Marvin Ellison, and his plans for JC Penney and if his strategies can fix the overall problem JCPenney is facing.

Zara’s IT expenditures are low by fashion industry standards. The spectacular benefits reaped by Zara from the deployment of technology have resulted from targeting technology investment at the points in the value chain where it has the greatest impact, and not from the sheer magnitude of the investment. This is in stark contrast to Prada’s experience with in-store technology deployment.

In the past, JCP had, on average, one price campaign every day. The stores were full of sale signs and retail rise was getting out of control. JCP partnered with numerous exclusive collaborations which was hoped to bring about an expansion for the firm. However, due to the economic slump, the oversaturation of the market, and an expected lack of quality in the goods from the consumer perspective, JCPenney’s success was degrading in contrast to its competitors. (Sloan, 2010).

Before analyzing the staffing and other related issues, we discuss the strategy and competitive dimensions of Zappos.

Target’s business-level strategy is one that does not strictly focus entirely on one plan to gain a competitive advantage over competition. It encompasses various strategic and meticulous planning and decision making that is implemented in order to position the company at the top of the retail industry. With competition from the likes of Wal-Mart, Sam’s Club, and Costco, Target uses several clever and “out-of-the-box” ideas to attract consumer attention and ultimately increase market share within the industry. Most of the company’s ideas centered more on the differentiation of products and services provided to customers than lowering prices. For quite some time, the company’s plan was to not compete head-to-head with Wal-Mart in terms of lowering prices but instead to provide their customers, who they identify as “guests”, with a special experience every time they visited a Target location. One idea that was implemented was to market and sell upscale, trendy clothing and unique merchandise at discounted prices.1 This strategy, known as the “cheap-chic” strategy, focused on providing good quality clothing from various well known designers and fancy products from high-profile manufacturers for prices lower than their competition. This plan was vital because it began essentially began the concept of customers referring to Target as “Tar-zhay” which according to Patrick Barwise and Sean Meehan, who are university professors, as a “connote its trendy sensibility”. Target

Being a multi-billion dollar retailer comes with its perks. JCPenney’s dominance over catalog merchandising has now extended into the cyber world at www.jcpenney.com. This website is multi-functional and easy to navigate, but how would JCPenney’s new e-commerce site stack up against its toughest competitor, Kohl’s, on the web? The answer may surprise you. This is an intriguing look at how varied retail comparisons can be. While JCPenney is struggling with sales on the retail floor, Kohl’s continues to exceed expectations in their stores. Online though, it is a completely different story.

The retail industry has been highly competitive for many years. JCP, Kohl’s, Macy’s and Sears have been clashing for some time to keep the attention of the avid shopper. It would seem that each company would be on an equal playing field, but according to the strategic group map below, Macy’s is in a group all by itself. Macy’s pricing and number of stores are different for JCP. Macy’s promotes the branding of having high class products that have celebrity names on the tags, which draws the shopper who is attracted to being in the know. The Macy’s customer is willing to pay more for their product because they know that a celebrity made this, which ultimately allows them to connect with their favorite stars. The supplier power is what helps Macy’s stay in a different category than JCP, Kohl’s, and

Zappos has made the online shopping experience very safe and easy. The marketing strategy used by Zappos has to be one of the best one in any market. Zappos took was given to them and turn the focus to the customer experience. The entire idea was to make the shopping experience better so that customers would return. The promotion of a fun and hip culture for the employees is a big reason this strategy is working. Employees are in good moods and so this passes on the customer. The Zappos atmosphere is fun. There are no sales goals for employee because Zappos wants the relationship between the employee and customer to be genuine.

Zappos has tackled some serious challenges, handling them with quickness, strength, and accuracy. The first was the 2008 Layoff. Due to the economic times, Zappos had to lay off 8% of their cherished employees. This was a hard choice as the company treasured every staff member. They were straightforward and open about their financial circumstances and the employees fathomed why they needed to take these actions. Employees who were laid off received six months of COBRA health insurance coverage, paid for by the company. The second ethical challenge was the union with Amazon in 2009. Customers were puzzled on why Zappos had decided to join with Amazon. Instead of leaving their devoted customers speculating, they openly articulated the circumstances. Tony Hsieh shared the motives on why Zappos made this decision, guaranteeing that is was to the advantage of the customers. The existing board of directors did not want the company to focus on their clients but to alter attention entirely to product sales. Hsieh did not want to abandon the customer-centric model that Zappos was originated upon, and decided he must take action. In order to buy out the board, Zappos needed to come together with Amazon, a company that not only accepted but endorsed their value to customers. In the end, Zappos and its customers benefitted from the unification. Soon after, the company faced some of its major challenge concerning technical

Unfortunately, many online retailers have begun to catch up with many of these core competencies. The concepts of next-day delivery and “above and beyond” customer service are no longer the “WOW” factors that they may have been five years ago. However, the relationships that make up “Powered by Zappos” are tough to beat and give the company a competitive advantage through its supply web. At the time of this case, Zappos still holds the niche of being an online shoe expert, but companies

Zappos employees truly believe that above all else, the secret to customer loyalty is making corporate culture a priority which is directly driven from their Human Resource management.

An additional method Zara utilizes to ensure the right product is produced is to constantly monitoring the sells at every store in real time through the use of computers. Sells managers are the individuals that play out this strategy. When the clothing sells well or does not sell well, they can quickly let the designers know to swiftly create new designs (“Case 3-4. Continued Growth for Zara and Inditex”, 2013). However, the competition is changing their strategies in an attempt to successfully compete with Zara. The methods that Zara has implemented to ensure fast fashion is truly fast has pressured the competition into reducing their lead times on stocking their stores (Hayes & Jones, 2006).

Zappos.com, established in 1999, has rapidly become a strong competitor in online apparel and footwear sales. With the original corporate vison of offering the absolute best selection in shoes; the vision has evolved over the past several years to include the goal of being the retailer that “provides the absolute best service online -- not just in shoes, but in any category” (Zappos, 2014). The online retailer stocks millions of reasonably priced footwear products; carrying thousands of hard to find brand named shoes, handbags, apparel and accessories via the company website and 7,000 affiliate partners. In recognizing their rapid success, Zappos credits it to their commitment to the customer, stating,