- Black Friday is nearly dead. Retailers’ efforts to extend Black Friday to gain more sales and to get a step ahead of the competition has essentially killed Black Friday as we know it. It is now Black Thursday, Black Friday, Black Friday Weekend and Cyber Monday. Soon it will be Black November/December. By the way, the decision to extend Black Friday was never truly consumer centered. In my opinion, it was fear based (i.e., “I’m afraid the competition is going to do it, so I’ll beat them to the punch”).
- The urgency once created by Black Friday is fading. This point logically follows the last. While Black Friday used to be an “event” in which consumers truly believed they were getting the best price, it is now a “season” in which consumers feel less compelled to fight crowds to get deals. Those deals can be had anywhere and nearly at any time without near the hassle. This just in: Joseph A. Banks is having a sale, and every major phone carrier is giving away phones. Shocker!
- Retailers have made the game about price—and what is missing is the value of the experience. When multitudes of retailers are claiming their main benefit to consumers is price, that isn’t very differentiating. It is easy to copy and adjust nearly real time. It accelerates a downward spiral. And while many consumers are very price oriented, part of that is because if you can’t show consumers any other value proposition, other than price, what are they left with? Promotions aren’t resonating, so retailers simply yell louder and more often. Consumers aren’t responding. Creating value for consumers is the path to differentiation and better profitability. Starbucks didn’t grow based on lower price; they grew based on consumer experience that commanded a higher price. Best Buy built Geek Squad in part because they heard that their greatest value was in improving the experience of installing electronics—which kept people from buying electronics. Creating a valuable experience is far better (and more profitable) than competing on price.
- Retailers must create certainty for shoppers. As more consumers choose the convenience of shopping online, retailers must figure out not only how to create value in store, they must also do it online AND make the experience of the two entities as seamless as possible. But to me, that is just the starting point. The opportunity is to help inform consumers and drive certainty in their shopping journey. Every consumer wants to make the best choice. No one wants to be “that guy/gal” who others snicker at because he/she paid too much or bought the outdated model, etc. With the ease of shopping at multiple locations within minutes via the Web, consumers have more choices than they know what to do with, which means retail has a need to fill—leverage their assets to still provide choice but build certainty for consumers.
For example, when you bring your used car to CarMax, they will tell you what they will pay you for it on the spot, let you check a huge inventory “online” in store with a consultant who will help you with the experience, and then let you choose from hundreds of cars which ones you want to test drive. They have magically combined the best of online and in-store experience to reinvent (gasp!) used car shopping. They understood that confusion and hesitancy (and plaid sport coats) are the nemesis of closing sales and helped eliminate them for consumers to create a competitive advantage in an industry that most thought was beyond saving.