Disruption in the Retail Industry

| November 24, 2017

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Trends are converging, further complicating an already competitive landscape for retailers. It won’t be enough to identify the trends or even the intersections between trends. Retailers will also need to take inventory, prioritize, and plan against those of the highest order. Doing so can enable companies to take risks—and turn them into opportunities.

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The Institute of Customer Service

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Walmart will cut store hours starting Sunday to give workers time to restock

Article | March 15, 2020

Walmart Inc., the biggest U.S. retailer, will cut its store operating hours starting Sunday to give its workers time to restock shelves as the coronavirus outbreak intensifies. The pandemic is prompting Americans to buy more groceries and other daily necessities, often emptying shelves in anticipation of an extended period of so-called social distancing or self-isolation. The number of confirmed Covid-19 cases globally has risen to almost 152,000, with deaths nearing 5,700. “I don’t think any of us have been through an experience like this,” Dacona Smith, Walmart’s U.S. executive vice president and chief operating officer, said in a statement, adding that the change is to ensure “associates are able to stock the products” that are in demand. Stores and neighborhood markets some operating as long as 24 hours a day will open from 6 a.m. to 11 p.m., while those with shorter hours will retain their existing schedules, the Bentonville, Ark.-based company said.

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WeWork To Sell Iconic NYC Building To Amazon

Article | March 12, 2020

Amazon’s New York expansion plans will now include the former Lord & Taylor building in downtown Manhattan, as the eCommerce company announced that it will purchase the storied building from office sharing startup WeWork, according to the New York Post. The price tag on the building, famous for being the former New York hub for the shopping retailer, is in excess of $1 billion. The building’s current owner is WeWork, which has been having a difficult time as of late after a failed IPO and then the need for a bailout from SoftBank later. The building has 12 stories. It was sold to WeWork in 2017 for $850 million on the basis that it would become the WeWork headquarters.

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Which Stores in the United States Have Closed Due to Coronavirus?

Article | March 17, 2020

In case you have been living under a rock, major US retail stores have announced they are closing or limiting their store hours to prevent the spread of the Coronavirus here in the United States. Besides almost every state closing restaurants, bars, gym’s, and theaters, you also have big companies trying to protect citizens from the Coronavirus crisis and protect public health. Walmart has taken steps to reduce hours after several major retailers have chosen to fully close physical store operations after there have been several confirmed cases in the country and they continue to rise. Major retailers Glossier and Patagonia both announced a temporary closure, prompting popular stores such as Abercrombie & Fitch, Nike, and Urban Outfitters to follow their lead.

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How Art Van went from a retail juggernaut to a house afire

Article | March 8, 2020

The Warren-based retailer's sudden announcement that it would wind down operations comes only three years after its late founder, Art Van Elslander, sold the company to a Boston-based private equity firm, Thomas H. Lee Partners LP, in an estimated $550 million deal. How did a seemingly healthy, valuable and beloved company go so wrong so fast? After its 2017 acquisition, Thomas H. Lee set an aggressive strategy to open 200 more stores and double revenue to $2 billion by 2020. But being saddled with roughly $400 million in debt and no financial cushion to respond to the disruption of changing furniture habits left Art Van's business model sitting on a tinderbox. Management missteps were all the fuel needed to burn the house down.

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The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service helping organisations improve their customer experience and business performance.

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