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Official Sales Alert thread

Discussion in 'Streetwear and Denim' started by LA Guy, Jun 22, 2007.

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  1. MGCP

    MGCP Member

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    DaVinci - because as I was well within the period where I could return it for a full refund, and as they still had my size in stock it was pretty obvious what was going to happen, especially as I'd noticed this and cared enough to ask.

    So rather than put me to the trouble of ordering and returning, and rather than wasting packaging and filling vans with a pointless delivery they could have got to the same end point by spending a couple of minutes refunding the difference.

    It should have been a no brainer for any company, but when you consider they are selling some higher end clothing you should really expect them to go that extra mile to help customers. With no real downside for them and the bonus of a happy customer (meaning repeat business and someone spreading their name in a positive way) it would have been a very easy win for them.
     
    2 people like this.
  2. mer6

    mer6 Well-Known Member

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    With these two criteria met, I see no reason why a company wouldn't price adjust. You're right, it's just asinine.
     
    1 person likes this.
  3. LA Guy

    LA Guy Opposite Santa Staff Member

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    Knowing the brands that End carries, and the clientele that they are catering to, their policies make a lot of sense. Putting up small barriers to returns, for example, can result in much lower rates of return, which may be useful for certain types of retailers with certain types of customers.

    If they had a customer makeup more like, say, Mr. Porter - older, more affluent, less price resistant, less into the gamification of retail - I can see the policy being pretty obviously silly and counterproductive.
     
  4. MGCP

    MGCP Member

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    LA Guy, you know, I'm not sure the clientele at Mr Porter are all that different. Your post just reminded me of a conversation I had with a friend who is in a relatively senior role at Mr Porter. I asked him why the Outnet was just for women and he told me that their research tends to show that if men had a discount option available they would do all their shopping there and it would cannibalise the full price sales too much, so they don't want to offer this option.

    I guess many men buy staples that don't go out of fashion, or are less concerned about being a season behind.
     
    Last edited: Oct 20, 2015
  5. LA Guy

    LA Guy Opposite Santa Staff Member

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    Well, that makes the policy make all the more sense.
     
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  6. VitaTimH

    VitaTimH Well-Known Member

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    [​IMG]

    Japanese SFers should check this out!!
     
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  7. MGCP

    MGCP Member

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    Only if you take a short term view and ignore the benefits of building customer loyalty!

    I spend a lot of money during the Mr Porter sales, but because they offer a pretty good customer experience it keeps me coming back and buying stuff over the rest of the year.

    I also own several pairs of Loake shoes almost entirely on the basis of a great bit of customer service with my first pair - they hooked me in!
     
  8. nahneun

    nahneun Well-Known Member

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    most internet shoppers don't care about loyalty. they care about the lowest price.
     
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  9. MGCP

    MGCP Member

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    True, but most of the clothes I look at tend to be the same price on every site, so something else has to influence who gets the sale
     
  10. LA Guy

    LA Guy Opposite Santa Staff Member

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    So, not really true. If you are interested, take a look at this brief by Bain:
    (http://www.bain.com/Images/Value_online_customer_loyalty_you_capture.pdf)

    In apparel, however, beating competitors on price wasn't even in the top five criteria in terms of
    influencing choice, and placed only fourth in influencing repeat sales. In addition, although
    over 95 percent of customers we surveyed say they comparison shop, most are actually comparing offline and online prices.

    This may not be true for every segment, but it seems to be true generall, and is certainly true for me. I am a huge repeat customer of Zappos, for example, even though their prices are usually straight up retail, because of the speed and ease of fulfillment (I need shoes tomorrow? I'll got order them right now), the ease of returns (essentially seamless - and it takes away any barrier re. sizing, etc...) and because it's super easy to use.
     
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  11. LA Guy

    LA Guy Opposite Santa Staff Member

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    MrPorter also has an amazing email marketing program.
     
  12. MGCP

    MGCP Member

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    I think they are very good at styling the clothes as well. I often browse just to look at pics for ideas and inspiration. The same clothes can often look far less appealing on another site.

    I do get frustrated with them not appearing to restock very often though (although if something is out of stock they will always try to get hold of it for you).
     
  13. nahneun

    nahneun Well-Known Member

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    tickle me surprised
     
  14. VitaTimH

    VitaTimH Well-Known Member

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    3 people like this.
  15. ambyance

    ambyance Well-Known Member

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  16. Regg

    Regg Well-Known Member

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    There are two kinds of shoppers. The rich guy, who doesn't care about price, so he'll shop where the experience is best. But for the great majority of people who post here, I don't think that applies. So if you're NOT shopping around based on price (assuming stores aren't providing a negative experience) it's because the consumer is dumb. It's not a conscious decision imo. If people shop around, they are going to pick the cheapest option. It's nothing more than slight deception to hold a customer hostage to your store, making him think it's his best option
     
  17. LA Guy

    LA Guy Opposite Santa Staff Member

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    It's not quite that simple. First of all, as a matter of language, shoppers don't care about loyalty, or at least, they would hardly ever use that term. However, they exhibit loyal behavior. It could just as easily be called "habits of behavior". For example, I sometimes get coffee at a coffee shop near my place. I do not get the coffee from thee because it's awesome. I get it because it is okay, but it's close. I prefer coffee that is a 15 minute drive away, but I'll be bullocks to go out of my way to get that coffee. So, I would not call myself "loyal" to X coffee shop, and nevertheless, I exhibit loyal behavior.

    Retailers. brands of all sorts, those care about gaining and retaining, loyalty. Some of them are explicit loyalty programs, getting you to sign up for and click through regularly on emails, etc... Some are very platform geared. There is a reason that everyone and their mom offers 20% off or whatever if you download their app. Once you have downloaded an app, whether you feel loyal or not, you are going to receive direct push notifications. On the PC based site, a bookmark is a major high five! because it means that they have successfully colonized your computer.

    You are right though, in that the most loyal customers generate the most value. The trick is to balance the resources you are putting towards retention and the resources you are putting towards acquisition, assuming that you have limited resources (which, for example, I have.)
     
    5 people like this.
  18. ipractice

    ipractice Well-Known Member

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    i would also assume that with these luxury brands and mens fashion in particular, the number of options is much smaller than people are perceiving. how many sites can you think of that carries your favorite brand, that you would actually buy from? and of those stores, which ones actually have the actual piece and sizing in stock?

    I often find myself in the situation where there's a piece I want that only 3-4 stores have at a reasonable price. Of those few stores, if the price difference is marginal, I usually go for ones that I'm familiar with (usually due to good shipping, CS experiences). This is ESPECIALLY true for particular brands (each season, my Geller pieces tend to come from the same store, my Undercover pieces from another, etc). If you were to really think about it, you'd be surprised how much of a repeat customer you are to certain stores. They only have to beat out 3-4 other shops to gain your loyalty.
     
    Last edited: Oct 20, 2015
  19. VitaTimH

    VitaTimH Well-Known Member

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    @LA Guy Sorry my language was imprecise, I meant that most shoppers don't exhibit loyal behavior but the ones that do generate the most value, etc.
     
  20. TheSaleScout

    TheSaleScout Member

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    $68 Gitman Bros. Vintage Shirts on MyHabit
     
    Last edited: Oct 21, 2015

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