Posts Tagged ‘shopping’

Aug
21
2010

Shopping is an act of hope. Buy a gift and you presume the dollars you spend now you’ll replenish in the future. Despite all of the marketing machinations, shopping helps us fulfill needs: expressing ourselves, being social and having fun. Lee Eisenberg advances these ideas in his book, Shoptimism: Why the American Consumer Will Keep on Buying No Matter What. Like endless options at a mega-mall, this book catalogs hundreds of factoids and presents views from academics, marketing professionals, and consumerism critics.

Here are excerpts from Shoptimism, offering insights on gift giving.

  • “We give gifts ‘coded’ to express ‘positive emotions,’ depending on the occasion. For birthdays, housewarmings, at the end-of-year holidays, we give gifts coded ‘Joy.’ For graduations and retirements, we give gifts coded ‘Pride.’ For hospitalizations and going-away parties, we give gifts coded ‘Hope.’ And on Valentine’s Day, Mother’s and Father’s Day — also at funerals — we give gifts coded ‘Affection.’ And, yes, on all of the above as well as other occasions, we give gifts coded (you can always tell) ‘Obligation.’”
  • “The reasons we bestow gifts, according to respondents: they enable us to express pleasure or show friendship (42 percent); they are means by which we obtain or bestow pleasure (27 percent); because we feel obligated to (15 percent).”
  • “Money — not china or kitchen appliances — has become the wedding gift of choice, a development that the Romantic buyer in me takes as unwelcome news.”
  • “Each of us, on average, spends a couple of thousand dollars a year on gifts, roughly half of it during the ‘Hard Eight,’ that is the eight-week holiday shopping season.”
  • “Lisa is a friend who lives in New York City, a talented novelist, a huge-hearted wife and mom, smart, funny, sardonic, immensely kind…. Everyday shopping leaves her cold…. But there’s one kind of Buy at which Lisa excels, and that’s gifting. I ask Lisa whether she gives gift cards. Yes, turns out she does, but only as birthday presents her kids give to their friends, cards exchangeable for music and books. Otherwise, when Lisa shops for gifts she says she looks for the ‘unexpected.’ Stalking the unexpected requires a lively imagination and a grasp of the quirks of one’s circle of gift getters. It’s ‘an all-year-round, any-kind-of-weather sport,’ she reports. ‘Because the interests and tastes of my friends and family vary, the hunt for great gifts takes me from clothing boutiques to electronics stores, crafts fairs to eBay.’ But where she buys takes a backseat to what she buys. ‘I would like to think that if the presents I purchase are all laid out on a table, unwrapped, the people for whom they were intended would know instantly which presents were theirs.’”
  • “Lisa uncannily reflects what experts say are the keys to gift-giving prowess. [Professor] Russell Belk… says that a quintessential gift satisfies six criteria, which together confirm that Lisa doesn’t just give good gift, she gives perfect gift…”
  • “1. The perfect gift requires us to make an ‘extraordinary sacrifice.’ By ‘sacrifice,’ Belk doesn’t mean that we need to pawn our departed mother’s handmade quilts to help pay for the $7,000 doghouse with an Italian leather armchair (Neiman Marcus offered one in a recent Christmas gift catalog). ‘Sacrifice’ needn’t call for financial sacrifice. In Lisa’s case, sacrifice comes when she puts aside a challenging section of the novel she’s writing to make time to explore an antiques barn, where she once found a 1940s telephone for her daughter, a thoroughly modern adolescent who finds movies and Broadway musicals of that period irresistible.”
  • “2. The giver of a perfect gift wishes ‘solely to please the recipient.’ The perfect gift isn’t one that begs for reciprocation or proclaims that you’re one hell of a big-time spender. The perfect gift, Belk says, is about the recipient, not about you. Lisa gets that. One year she came upon a mourning locket offered on eBay. There was an ‘H’ engraved on it. Lisa’s stepmother’s late beloved dog was named Harry. Lisa bought the piece, placed a picture of Harry inside, and gave it to her stepmother on Christmas morning.”
  • “3. The perfect gift is a ‘luxury.’ By ‘luxury,’ Belk doesn’t mean that the perfect gift need be spattered with VLs [Louis Vuitton] or interlocking Cs [Chanel]. In this context a luxury is anything that isn’t strictly a necessity. To buy and give someone a pair of underwear or a mop and a bucket is thoughtful if the recipient’s in need of them. But gifts such as these don’t exactly communicate that the recipient is in some way extraordinary….”
  • “4. The perfect gift is appropriate to the recipient. All of Lisa’s above-cited gifts qualify as appropriate and then some. As was the canvas tote she once bought for her friend Cathy. On the side were the words ‘It Is Was It Is,’ a phrase that Cathy happens to use inveterately. What can be more appropriate than letting someone know you actually listen to what they say, right down to their asides and throwaway lines?”
  • “5. The perfect gift is ‘surprising.’ If surprise weren’t universally appreciated, Belk says, gift wrap would never have come into being. Surprise is why we love getting presents on days that aren’t birthdays, anniversaries, Christmas, Mother’s or Father’s Day, Valentine’s Day, Grandparents’ Day, or any of the Sell Side-manufactured giving days. Last year Lisa’s daughter Elizabeth performed in a school production of The Sound of Music. While such an occasion doesn’t require a gift, many of us buy unsurprising bouquets for our pint-sized leading ladies and would-be prima ballerinas. Lisa didn’t spring for a bunch of carnations; she bought Elizabeth a pair of glove forms. Why? ‘So I could give her a big hand.’”
  • “6. The perfect gift is one that the recipient desires. Belk says that we don’t have to jump through hoops to give a perfect gift. Santa didn’t get to be Santa by ripping children’s wish lists into shreds. The words ‘It’s just what I always wanted!” are confirmation that you’ve bagged a perfect gift.”

Related Post: Gift Flow, or What Makes a Great Gift


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Dec
19
2009

Still shopping for the holidays? You’re not alone. Nearly 55 percent of Americans are still seeking gifts, according to the National Retail Federation. That’s the highest percentage of procrastinators in the last five years. If you’re shopping online, express delivery is still available from most e-tailers over the next few days. See Dealhack.com for the shipping deadlines of 175 online stores.

Be sure to check out these seven Christmas gift guides below for inspiration.


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Sep
06
2009

How does a retailer defy gravity, posting quarterly sales increases in recession while the competition falls flat? My guess is customer service with great products. And that store bucking the economic trend? Buckle.

I have to admit, I have not visited Buckle, an upscale clothing store known for its designer denim for young men and women. But my MBA marketing professor has, and he shared this story in class.

My professor and his wife were searching the mall for a gift for their seventeen-year-old daughter. (“And you know how hard that is,” he said. “Seventeen-year-olds are impossible to shop for.”) They stroll past Buckle, and he stops. Turning back, he describes to his wife how Buckle is thriving in an abysmal retail economy. Maybe there’s a gift in there for their daughter. “Let’s check this out,” he said.

So begins one of the best retail experiences my professor has encountered. The sales teammate (Buckle’s term) listened and asked questions about their daughter. From the nearly 1,000 denim options for women, she picked a pair that she assured them that their daughter would love. The designer jeans were more expensive than they were used to paying, but they agreed. The sales teammate offered to gift wrap the jeans and did so. Twenty minutes later, my professor and his wife left Buckle with the “perfect gift.”

Fast forward to the daughter receiving the gift, with the parents looking on. Removing the gift wrap, she saw the tell-tale cardboard box that signals “clothing.” Her initial expression read, “Oh no, my parents bought me clothes!” Pushing on, she opened the box and held up the jeans. She is stunned.

Finally, she said, “These are cool.”

“We got them at Buckle,” my professor added.

“Wow. These are very cool.”

The Buckle sales teammate was absolutely right: the daughter cherishes her new jeans, the perfect gift. Maybe that’s how a retailer survives this downturn.


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Jun
25
2009

MSN Money has released its 2009 Customer Service Hall of Fame this month. I’ve listed the top ten below with excerpts from the retailer profiles. Try one of these service standouts for your next gift purchase.

#10. Southwest Airlines
“Low-cost carrier Southwest Airlines attributes its customer-service success to personality… and free peanuts.” Consider a Southwest gift card.

#9. Costco
“The company’s prices have also won Costco fans. Costco stocks its stores with bulk items that consumers can buy at discounts. It keeps its margins low in order to keep prices down and makes up the difference in sales volume.” Shop at Costco.com.

#8. Apple
“If they can’t fix it, and it’s new enough, they’ll often hand you a replacement device free, on the spot.” Visit the Apple Store.

#7. Whole Foods Market
“[Whole Foods] has created a loyal following by committing to sell high-quality food that’s free of many additives and antibiotics that concern health-conscious customers.” Order a Whole Foods gift card.

#6. Publix Super Market
“[Spokeswoman Maria] Brous also attributes Publix’s success to discount programs intended to help struggling families afford the basics.” Purchase a Publix gift card.

#5. Nordstrom Department Store
“The company gives many of its salespeople the latitude to deal with customer complaints without running them up the management chain.” Shop at Nordstrom.com.

#4. Amazon.com
“Amazon considers its free shipping a form of advertising. In a filing with the Securities and Exchange Commission, Amazon said it had saved customers more than $800 million in shipping costs in 2008.” Shop at Amazon.com.

#3. NetFlix
“Netflix has 58 distribution centers across the country, enabling 97% of members to receive new DVDs the day after Netflix gets their returns, says Steve Swasey, the company’s director of corporate communications. The company ships more than 2.2 million DVDs each day to a network of 10.3 million subscribers, he says.” Give a NetFlix gift subscription.

#2. Trader Joe’s
“Trader Joe’s owes its customer ratings to its cheese, chocolate cake… and the rest of its product selection, says satisfied shopper Lisa Hsu.” See TraderJoes.com for the closest grocery store location. TJ’s does not sell its products (not even their gift cards) online.

#1. USAA
“USAA certainly isn’t your average insurance company or financial institution. Its 7 million members are all in the military, former servicemen or family members of military personnel. Members are stakeholders. They pay premiums and are paid back a portion of the insurer’s profits each year.” If you qualify for USAA services, visit USAA.com to learn more about buying a U.S. savings bond as a kid’s gift. Albeit practical, savings bonds help children understand the power of growing interest.

***

MSN Money based its top ten on a survey of 3,015 respondents, rating the customer service of 145 companies in 15 industries. Zogby International conducted the survey and also asked which aspect of service was most important. The results (rounded up) are as follows:

  • Knowledgeable staff – 44%
  • Friendly staff – 18%
  • Readily available staff – 15%
  • Flexible policies for return/exchange of merchandise – 9%
  • Service after the sale – 9%
  • None — product is all that matters – 1%
  • Not sure – 1%
  • Other – %1


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Dec
20
2008

Gift seekers will pack the malls and big-box stores on “Scramble Saturday,” December 20, 2008. ShopperTrak predicts that tomorrow, the last Saturday before Christmas, will be the second busiest shopping day of the 2008 holiday season. Black Friday 2008 is expected to take first place, but Scramble Saturday has led as the busiest day seven out of the last ten years. This year, we only have 27 days in the holiday shopping season, five less days than 2007. The National Retail Federation released a survey today that adds to the last-minute shopping urgency.

  • So far, the average person has finished 64.7 percent of their holiday shopping.

  • 30.1 percent of shoppers are completely done with holiday shopping.
  • However, 20.5 percent of people have no holiday shopping started. Leading the list of procrastinators are 18- to 34-year-olds and male shoppers.

If you want to skip the crowds this weekend, consider my 2007 list of 25 last-minute gifts you can purchase online.


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