• In Recession, Strategy Shifts for Retail – It's hard to parse this piece; it's about a lot of cost-cutting stuff that is happening in retail but the tone suggests that these are innovative ways for companies to be more responsive (better customer service? better localization of products?) and integrated (linking the in-store and online experiences?). I'm skeptical and don't believe the concluding statement that this is happening because we're not spending in stores like we used to, it's too close to the whole "innovate your way out of a recession" talk and I don't think retail is an adaptable industry to take on a frame shift like that.
• An evolutionary perspective on what we display to others with our consumption (not clear how there's anything new here, though) – Instead of running focus groups and spinning theories,marketers could learn more by administering scientifically calibrated tests of intelligence and personality traits. If marketers understood biologists’ new calculations about animals’ “costly signaling,” they’d see that Harvard diplomas and iPhones send the same kind of signal as the ornate tail of a peacock.

  Sometimes the message is as simple as “I’ve got resources to burn,” the classic conspicuous waste demonstrated by the energy expended to lift a peacock’s tail or the fuel guzzled by a Hummer. But brand-name products aren’t just about flaunting transient wealth. The audience for our signals care more about the permanent traits measured in tests of intelligence and personality, as Dr. Miller explains in his new book, “Spent: Sex, Evolution and Consumer Behavior.”

Two L.A.-area business with names that just make sense:

Right of Way, exceeding all of your traffic control needs

Green Set, motion picture plant rentals. This truck was traveling with a another, both with palm trees hanging out the back.

And, for contrast:

Got Kosher? Provisions is a retail outlet for the much better-named Got Kosher? but if you don’t know that, the sign reads quickly as Got Kosher Provisions? which is perhaps one of the worst business names possible.

See more of my L.A. pictures here.

I’ve been doing fieldwork for the past couple of weeks, which often means stopping in at a variety of grocery stores for quick bites to eat or bathroom breaks.

In making the rounds, I saw a couple of things I thought were worth sharing.

Andronico’s, Berkeley

I thought this was an interesting way to extend the function of the mirror, and a good reminder of how much more you gain from feedback when it’s deployed at just the right time and place in a process.






Whole Foods, San Francisco

This was without question the most fragrant cheese counter I’ve ever encountered. I was standing with my back to it, looking at the fruit, and I kept thinking something was wrong somewhere. I finally turned around and understood what I’d been smelling.

Who’s thinking about the customer experience here? What would some alternatives be? Put it near the fish? Or how about near the flowers! A giant plastic dome over the whole thing? Perhaps an information station explaining why cheese can sometimes be stinky…

• Some brands remain untouched by discounts – Yet another (rambling anecdotal) story about changes in purchase behavior. We just did an ethnographic study in this area and didn't see (or probe for) the brand-motivating power described.
  "The reasons fall mostly into three categories: old habits die hard, brand loyalty runs deep and the Economics 101 law of supply and demand means the most sought-after brands can command the best prices. Beyond that, there are some items consumers stubbornly just won't forgo — sale or not — no matter how hard they're trying to stretch their budget.
  …
  "There are certain categories … where there are no substitutes accepted. It's infusing your brand with those things that people then say 'I have to have the real thing.'"
  …
  Heather Fox scours stores for sales and clips coupons for food and clothing discounts. But she won't cut corners when it comes to her Marlboro Lights.
  …
  Corlett puts it differently. "You may drink less Coke, but you're not giving up Coke," she said."

Recently I was in the Starbucks in the Lucasfilm Letterman Digital Arts Center

and was surprised to see what was written on the chalkboard

Starbucks is the same EVERYWHERE. What makes us different is our customers = YOU. We’ve worked all over the city, all over the state and we can honestly say that you are the BEST customers EVER. PERIOD. We see you everyday. People from LUCAS, PAC UNION, YMCA, B&B, THE PRESIDIO, THE MARINA & so many more…
You make us love our jobs, make us love coming into work – thank you! Thank you for being you.
Lucky us!
Happy Holidays.

I am not a regular at this Starbucks, so I don’t know how genuine this acknowledgment of a special relationship feels. It’s a curious example of transparency, asking customers to care about whether or not the workers like their jobs or not, and it’s a curious example of localized empowerment. Does corporate really want individual stores making statements like “Starbucks is the same everywhere?”

What do you think? Is this believable or giddy holiday spirit from someone who used to work on the yearbook team in high school? Should Starbucks be encouraging or discouraging this sort of expression in their stores?

Two favorite topics – groceries and stories – collide when the NYT profiles a Cleveland-area grocery chain

“One of the things Whole Foods taught us is the need to tell stories” about our products, Mr. Heinen said. In fact, Heinen’s has 50 stories that it trains employees to tell customers about its meat, produce, baked goods and other items.

This month, Whole Foods took another step forward on this front, designating one employee from each store as a “value guru.” Those employees now give regular tours highlighting sales, local and seasonal items and popular selections from its private label brand.

With all the scaremongering over Americans not taking vacations this summer, perhaps the Whole Foods tour will be substituting?

Without donuts being part of the plan when I travel, they seem to show up with some regularity. While Krispy Kreme and Dunkin’ Donuts seek to provide a consistent experience across geographies, there are also very unique experiences available in the very same category. The notion of donut is rather broad and is reinterpreted in some engaging ways. There’s something about the pure pleasure of a donut that also invites a fun approach to all aspects of the experience: the flavors, the environment, the presentation, the messaging.

Here’s a few I’ve documented. Please leave recommendations for other donuts-shops-to-experience in the comments.

Randy’s Donuts, LA (Amazing site, donuts are pretty good)

Voodoo Doughnuts, Portland, OR: Rex Diablo and Ol’ Dirty Bastard (fun to choose, less to eat)

Murciano in The Marais, Paris (the best thing I’ve ever eaten)

Fractured Prune, Washington D.C. (didn’t get to try it)

Roti Donat, Bali, Indonesia (definitely not good)

Mister Donut sign and exterior, Taipei, Taiwan

Mister Donut Simpsons promotion, Kyoto, Japan (I don’t remember what I got but it was good!)

A few months ago we saw a very cool Hollywood used car lot, Kay Kars, featuring rather poorly executed (and dated) film icons as enthusiastic decoration.

A mural along one wall featured Brando, Marilyn, Clint, and Arnold.

A banner along the street showed some of the same classic stars, as well as Bugs and the Three Stooges.

Meanwhile, an otherwise non-famous bunny encouraged potential shoppers to “Come On In”

A few months along, Kay Kars has either moved or closed down (the website describes their luxury car inventory; not likely the same business) and the empty lot is nothing but sad.

Update: Here’s the scene in February 2009:

From a strange article in the NYT about McDonald’s holding an employee-only American Idol-style singing competition (for reasons they don’t exactly make clear)

Employee contests with big prizes are nothing new in corporate America. McDonald’s has pitted stores and regions against one another to determine who makes the best shakes.

But I thought that shakes (sorry, not milkshakes) were identical from store to store, based on a standard recipe and ingredients. Then what do you compete on? Speed? Panache?

Came across Flunch when I was in Paris.

I guess it’s popular enough that two of their locations (above) are on the same block. I was amused at how ugly that name is in English, though. Flubber biscuit? Definitely not appealing to my culturally-based linguistic sense.