OPERATIONS / SUPPLY CHAIN

Customer experience is everything. In fact, Accenture found that 45% of customers are willing to pay more for a better customer experience. It’s also what gets customers into the physical store. With more consumers turning to the ease of online ordering and straight-to-door shipping, retailers are in a bigger crunch than ever before to not only increase footfall, but to keep customers coming back.    So what can retailers do to turn first time visitors into loyal customers? Get unified.   

Although Amazon's sales advanced by a respectable 23% over the quarter (do link to our story yesterday), the pace of growth at the online behemoth remains much slower than it was over most of the prior fiscal year. Some of this is the result of a less favorable exchange rate diluting contributions from the international business. However, some is also down to a more challenging demand environment in North America which has limited spending uplifts on products within Amazon's core territory.  

In a major restructuring of its eastern U.S. distribution network, Ace Hardware Corp. intends to open a new 1.1. million-sq.-ft. Retail Support Center in Pennsylvania while closing a handful of other facilities.   The moves will play out over the next 24 months.  

As Congress reconvenes after the Easter recess, retail operators have a tremendous amount at stake. The industry is in an unprecedented state of strife with major legacy brands announcing large scale closures.   

There’s no denying that Amazon has changed the face of retail, but there are many misconceptions about how the company actually operates. Many wrongly believe that Amazon makes most of its profits from e-commerce, while others incorrectly view Amazon as the long-tail poster child. Unfortunately, these fallacies are leading many retail companies into making bad strategic business decisions as they try to duplicate Amazon’s success.   The following is a breakdown of some Amazon myths along with a few takeaways: 

In “Democracy in America,” political theorist Alexis de Tocqueville wrote, “there is hardly a political question in the United States which does not sooner or later turn into a judicial one.” Nearly 200 years later, this statement rings true — maybe now, more than ever.   

Wal-Mart Stores is still considering a possible entry into the food retail market in India.   With new rules  allowing for  100% foreign ownership of food retailers selling goods produced in India, Krish Iyer, the president and CEO of Wal-Mart India, a wholly-owned subsidiary of Wal-Mart, said the chain is “evaluating” the guidelines, reported The Economic Times. His answer came in response to a question as to whether Walmart was planning on entering the market.  

Walmart recently announced that, starting April 19, it would order a discount on select items that are ordered online and then picked up in the store. Here is commentary on what the new initiative means for Walmart in terms of last-mile delivery as well as its competitors.