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“Stylish women love JCPenney. Some of them just don’t know it yet.” Like I had, you might be thinking, “Really now? Coming from a brand with a decades-old value first reputation?” Yes, really. Bear with me on this because I wasn’t buying it at first either, but there’s something fascinating here. My expectations weren’t exactly clear walking into the AdClub CMO breakfast featuring Marci Grebstein, JCPenney’s recently appointed Chief Marketing Officer. In fact, I hadn’t heard much about JCPenney in recent advertising news at all. So, as I settled into my seat in the Google auditorium, I carried my perception of JCPenney as being an outdated brand with me. What followed in the next 60 minutes of Marci’s presentation radically shifted that perception, and propelled me into a state of furious notetaking. Expectations: 0. Marci: 1. As Marci spoke, my previous perceptions were countered by a surprising portrait of a progressive brand that has altered its messaging to meet the the modern American mom where she actually is, not where the rest of the world expects her to be. How did JCPenney break from an old brand perception and arrive at their new strategic positioning? With Marci’s lead, the company invested in what many brands have yet to: critical brand perception research and journey mapping. They put in the work to better understand the modern American mom, their bullseye audience. The result? A clear picture of her values that transcend just standard demographics alone— Convenience: She’s a working mom who doesn’t have a ton of time. Family: She puts extra emphasis on family - her real family, work family, friend family. She loves spending time with them, especially when shopping. Price: She’s on a tight budget, so finding style for less is important. These newly pinpointed values exposed a critical insight that ultimately drove JCPenney’s brand repositioning: The modern American mom wants to find value without sacrificing style. When you think of value forward, you might think Walmart or Kohl’s. When you think of style forward, you might think Nordstrom or Macy’s. To meet this mom where she is, JCPenney repositioned itself to exist at the intersection of both. This opportunistic white space was the driving force for a major shift in marketing communications—breaking from the old “Get your Penney’s worth” tagline, and transitioning to “Style and Value for All”, a nod to their diverse and value-driven audience. JCPenney has since rolled out everything from new brand anthem spots touting their new messaging to fresh fashion, beauty, and influencer partnerships—all of which reflect a diverse range of people and lifestyles, centering on shared American values and family. I applaud JCPenney’s efforts to get smart about their customer. It can be scary for brands, especially ones with long legacies, to step away from the standard. But JCPenney took these consumer insights as an opportunity to break free from the mold and instead represent who their customers really are—people of all different sizes, cultures, family types, and mindsets. But wait, there’s more. Extending beyond a commitment to reflecting their diverse consumer in their advertising, Marci confirmed the brand also puts strong emphasis on diversity in hiring. When I asked if JCPenney works to ensure that the multicultural woman they’re targeting is reflected in their work force and marketing decision makers, Marci met my question with enthusiastic appreciation. She shared that she thinks diverse perspectives inevitably lead to stronger communication strategies—and that giving traditionally underrepresented populations in business a seat at the table is important to her. In support of this, she proudly shared that 60% of JCPenney’s decision makers are women, and growing numbers are racial minorities. I’m of the belief that a sea of sameness yields more of the same. Strategies are elevated by the healthy tensions that diverse perspectives bring. And we need more of that. The sometimes difficult, but always invaluable self-reflection that JCPenney embarked on with their brand perception and consumer research is something all of us as marketers can learn from while navigating the ever changing consumer landscape. Want to check out Marci’s full presentation and decide for yourself? Watch the full presentation here: http://theadclub.org/cmo/jcpenney/ This blog post was written by: Alyssa McBryar, Marketing Manager Liz Lauzon, Assoc. Business Development Manager
As online retailers continue to dominate the retail world, the future for traditional retailers seems bleak. It’s evident that many brick and mortar stores have struggled to stay ahead in the digital age, leaving them to face the inevitable doom of shutting doors and waving the white flag. Sure, the future looks rather dim for many traditional retailers… but we are here to discuss the retail crusaders who have ventured through the rubble and are coming out victorious, the retailers who have faced the digital age with a different approach. Instead of leading their customer to another online store and fight for competitive pricing, they have led their customers in-store, providing an in-person digital experience and one-upping their competition with the power of a simple human touch to keep brick and mortar sales high. Through innovative approaches, they have changed the way that shoppers interact with their products, building things that can only be experienced live. Moving Online to In-line and In-Store Macys iBeacons Macy’s used an innovative approach to bringing their mobile shoppers in-store during Black Friday. With their Walk In & Win campaign, they prompted users to install their app and shop in-store to be eligible to win prizes, including a grand prize of $1,000,000. Using beacon technology, Macy’s knew immediately when app users were in-store and were able to send them notifications of special offers and instant prizes. It was an ingenious way to incentivize their digital shoppers to get a unique in-store experience. 2. Bloomingdales, Ralph Lauren Interactive Shopping Windows Bloomingdales and Ralph Lauren took the difficulty of finding the ‘perfect gift for dad’ on Father’s Day and made it fun through a 4D graphic fashion show. Window shoppers were able to use a touch screen installed on the outside of the store to select various Ralph Lauren Polo items, mixing and matching to create a gift dads would love. They could then buy the items immediately in-store completing their shopping hassle-free. 3. Walgreens- Digital Mapping Walgreens Pharmacy has made shopping fun again. By creating a game-like application on each shopping cart, they are allowing their customers to find each item with ease while saving some major bucks along the way. Walgreens used a special camera to add a detailed 3D view to their in-store maps. The information was woven together with the store floor plans to show where products were located and where they were on the shelves. Shoppers were also served highly contextual discounts on items as they passed by, incenting them to interact with the maps. So, as you can see, retailers are doing some pretty amazing things within the digital landscape. Are the retail crusaders responsible for reports like …. https://retail.emarketer.com/article/us-shoppers-still-prefer-make-most-purchases-in-store/58dd8922ebd400061c80f3cf Possibly. But what we do know for certain is that to continue to compete in the retail space, brick and mortar stores need to continue to play to their strengths, incorporating digital instore. Want to learn more about how AMP can help your business bring digital in-store? Contact us, here.