Store Systems

Consumer expectations in retail are changing more rapidly than ever. As e-commerce takes ever-larger shares of retail and redefines customer expectations, retailers are hard at work developing stronger online presences, seamless links between their online and brick-and-mortar offerings, and faster and cheaper delivery to meet rising customer demands.   

Starbucks Corp. is making some changes to its Seattle headquarters that include a couple of format debuts.   The coffee giant is set to open its first-ever location that only accepts mobile orders and payments on the eight floor of the building, reported the Puget Sound Business Journal.  

Dollarama ended the year with a strong fourth quarter, an increase it credits to higher customer spending.   For the fourth quarter ended January 29, 2017, the Canadian discount retailer’s sales increased by 11.5% to $854.5 million. The chain’s gross margin was 41.4% of sales, compared to 40.8% of sales.  

Murphy USA is losing its senior VP, retail operations.   Marn Cheng will resign from his position on April 30. During his 17-year tenure, Cheng has held various leadership roles within the operations team, including retail operations, fuel supply, ethanol production, customer and store support.   He is resigning for personal reasons, and plans to spend more time with family in both Malaysia and the United States, according to Murphy USA.  

Ollie’s Bargain Outlet Holdings Inc. is on track for store growth in 2017.   The retailer, which beat the Street in the fourth quarter, ended the year with a total of 234 stores in 19 states, an increase of 15.3% year over year. It expects to open 33 to 35 stores in 2017, with no planned closures.   Ollie’s reported fiscal fourth-quarter net income increased 52% to $24.4 million, surpassing Wall Street expectations.   

Personalization is no longer just about marketing to demographic groups, customer segments or even personas.   Rather, the concept has evolved into a critical way for retailers to differentiate their brand to compete against companies like Amazon, according to “BRP Special Report: Personalizing the Customer Experience,” a study from Boston Retail Partners.  

Payment card theft continue to wreak havoc on retailers and shoppers, alike.   In fact, the number of debit cards compromised at United States-based ATMs and merchants rose 70% in 2016, while the number of hacked card readers at U.S. ATMs, restaurants and merchants rose 30% — the highest level in the history of the FICO Card Alert Service, which monitors hundreds of thousands of ATMs and other readers in the U.S.  

Retailers looking for a competitive advantage in these competitive times should consider their restrooms.