Posted by Dale Buss on December 9, 2013 06:30 PM
General Motors is opening a new customer-service center in the heart of its engineering and product-development operations in suburban Detroit to underscore its commitment to making its customers experiences stand out from the industry’s typical subpar performance. In the process, it’s drawing lessons from iconic handholding brands ranging from Amazon to Apple to Nordstrom to Zappos.
GM’s call-center operation on the campus of its sprawling GM Technical Center will employ about 300 “advisors” and 35 managers by year’s end. The company also has doubled the number of its own and dealers’ employees, to about 50, that are being deployed at dealers to help explain the latest in-vehicle technology and infotainment features to customers.
Both measures are part of a broader attempt by the company to follow up on recently improved valuations of product quality and customer perceptions, and to turn that area into a relative strength for Chevrolet, Cadillac, Buick and GMC instead of a traditional vulnerability. Dropping the ball in that area certainly has hurt cross-town rival Ford lately. Continue reading...
Posted by Mark J. Miller on December 2, 2013 08:08 PM
Most consumers shop Zappos.com for its good prices and customer service, but the online marketplace has plans to up its luxury game—and it's starting with some heavy-hitting recruiting.
Former Vogue editor André Leon Talley has been named the artistic director of Zappos Couture, the company's luxury arm. The site already serves up high-end brands such as Armani, Balmain, and Burberry, but Talley will “oversee fashion shoots, videos and trend selection starting next year” in the hopes of bringing in more revenue from luxury-oriented shoppers.
Talley will be working with the company for one year, Women’s Wear Daily reports, and says that his aim is to “create something unique, in terms of a Web magazine within the Zappos Couture website, that conveys the immediacy and excitement of luxury retail products, season by season.” And as for leaving the print world, Talley seems hopeful for what digital content can bring to the brand. “The digital universe is a new, exciting opportunity for me to reach a broad audience in terms of the global luxury market."Continue reading...
Posted by Dale Buss on December 2, 2013 09:33 AM
American holiday shoppers produced gloomy numbers for retailing's big weekend.
Saab rolls out first sedan under new owners.
Zappos taps former Vogue editor, Andre Leon Tulley, to be artistic director for its couture section.
Amazon floats idea of delivery drones.
Apple's iPhone 5S outsold the 5C three to one in the UK.
Bank of America to pay Freddie Mac $404 million.
BMW and PSA/Peugeot-Citroen will review small-engine alliance.
Burger King imitates Big Mac with Big King.
Chrysler boosts test-drive marketing.
Cracker Barrel sees new healthful menu drive sales.
Esprit plans to launch new fashion brand.Continue reading...
Posted by Sheila Shayon on November 27, 2013 07:02 PM
Thanksgiving is a time to share with loved ones, express gratitude, and take stock of the ad frenzy that is holiday shopping. And with brands turning the clock forward on Black Friday promos, marketing teams are in an all-out race to grab the attention of savings-hungry consumers.
According to research from Shareablee, of the top 25 retailers on Facebook in the first half of November, Walmart accounted for 27 percent of the total shares by fans, followed by QVC with 9 percent, and Macy’s and Nordstrom at 8 percent. On Twitter, BestBuy is dominant with 30 percent of retweets in the category, followed by Nordstrom at 9 percent, Ebay and Target at 8 percent respectively and Walmart at 6 percent.
Target has outpaced all retail competition with six times more Black Friday posts than any other brand, while JCPenney’s one Black Friday post earned the highest level of engagement with over 54,000 likes, comments and shares.
Are you planning on braving the crowds? If so, here's some offers to keep an eye out for:Continue reading...
Posted by Alicia Ciccone on November 27, 2013 09:23 AM
NHL makes NFL play with more unscripted programming, outdoor games—and concussion lawsuits.
Boston Market expects to see biggest Thanksgiving sales yet.
Burberry appeals China ban on trademark pattern.
Atlanta Braves see council approve $300 million, move to suburbs.
BlackBerry rolls out BBM social network.
Burger King expands presence in France.
Facebook tries to find balance with onslaught of sponsored posts.
Instagram is now publishing a new ad almost every day.
L'Oreal names new global CMO.
Louis Vuitton stunt in Moscow's Red Square doesn't go over well.Continue reading...
Posted by Mark J. Miller on November 6, 2013 06:57 PM
The Hells Angels aren’t exactly a brand most folks want to tangle with.
Rapper Young Jeezy and retailer Dillard’s clearly didn’t get the memo. The pair are on the wrong end of a trademark lawsuit filed by the group that hasn’t exactly shied from confrontation during its history. The suit is over the perception that Jeezy’s 8732 Apparel line and some hats, shirts, and vests being sold by Dillard’s, have images that are “conducingly similar” to the trademarked Hells Angels Death Head.
“Guys live and die for that patch,” the lawyer for the Angels, Fritz Clapp, said, the Daily Mail reports. “It's not just a piece of clothing.” The Angels would like all of the goods with the logos to be handed over so there can be “supervised destruction.”Continue reading...
Posted by Sheila Shayon on October 28, 2013 01:20 PM
Amazon CEO Jeff Bezos (as the story goes) chose a company name starting with "A" so it appeared early in search results, and Amazon, as the world's largest river, fit his vision of creating the biggest store in the world.
Staying true to that founding DNA as it expands from the world’s first online bookseller to include everything from original programming to fashion, Bezos has tapped Clark Johnson (Homicide: Life on the Street, The Wire) to produce his next project, Alpha House, for the Amazon Studios unit. The GOP comedy, created by Doonesbury cartoonist Garry Trudeau and starring John Goodman, debuted its pilot episode on Amazon in April, using the preview as a focus group to tweak the show before its exclusive debut to Amazon Prime members next month.
The $79-a-year Prime subscription service is key in Amazon’s plan to snare viewers. “It’s about making delight for Prime members,” commented Amazon CEO Jeff Bezos to the Seattle Times. “What can we do that would make somebody be a happy Prime member? If we can make great television for them, that’s going to be an element of that. And they pay us an annual fee for that.” Those members are Amazon's VIPs, big spenders who typically shell out three times more than non-Prime Amazon shoppers across Amazon's channels.Continue reading...
Posted by Sheila Shayon on February 25, 2013 04:14 PM
True&Co may be every woman’s answer to the sturm und drang of buying a bra.
Joining the growing list of e-commerce breakthroughs—think Zappos and Warby Parker—True&Co has scaled the most personal mountain of buying intimates online. Their model asks new customers to take a 15-question quiz, then selects three different styles for them to choose from. Then, an algorithm interjects to pick two additional bras to send out, giving a customer five bras to try on at home, no obligation to buy, priced from $45 to $62.
The quiz asks the basics; band and cup size and the brand of her current “best fitting (and beloved) bra,” as well as questions like, “Do your cups runneth over?” and “What is your shape?” with these choices: Well-Rounded, Bottom Happy, Taking Sides and Bottom & Sides.
“We have an algorithm that defines 2,000 body types,” said co-founder Michelle Lam, who started the company with Dan Dolgin and Aarthi Ramamurthy.
It’s a brave new world where mathematics and marketing can determine and deliver anything from brasseries to orange juice suited to consumer preference, taking into account countless decision variables. Continue reading...