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FocusOn Retail

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By Adeline Cruz-Phillips, Account Director, Dieste

Mobile devices have made shopping a lot easier. As consumers continue to use devices to research products, compare prices, and purchase online; retailers are expanding their mobile retail capabilities to break down the remaining barriers between the virtual and brick-and-mortar store.

According to a July 2015 ComScore Report, 191.4 million people in the U.S. own a smartphone, and 61% of U.S. Internet usage is done on mobile devices.

When you look at U.S. Hispanics, the numbers are even higher. Latinos over-index on mobile and data usage, thus making them a prime segment for merchants. Moreover, according to the latest Simmons HHCS Winter 2015 study, 1/3 of USH consumers use smartphones while in the store when making purchasing decisions. This is a great opportunity for retailers, as Hispanics tend to use their mobile devices to look up shopping-related apps/websites and product reviews. The proliferation of tablets and mobile phones has also created new opportunities for retailers to enhance customer service.

More and more retailers are using mobile retail apps and data to provide value to their customers and further drive dollar-spending both online and offline. In fact, within the next 3 years –

  • 286% more retailers plan to deploy mobile POS.
  • 165% more retailers plan to offer personalized recommendations via customer-facing mobile.
  • 56% of retailers plan to accept Apple Pay.
  • 59% of retailers plan to identify customers when they walk in the store via their smartphones.
  • 70% of retailers plan to utilize Beacon technology in stores.

As most retailers know, success comes from a deep understanding of the consumer – and consumers are always evolving. With that, retailers are digging below the surface and analyzing consumer-purchasing patterns. An example of this is the Dallas-based retailer Neiman Marcus who enforced the SoLoMo model (social, location, mobile) through their dedicated mobile app to effectively connect sales associates with customers while in the store to deliver the “personal shopper” experience.

This is one way that big data and mobile retail is being used to evolve shopper experience and increase store cash register rings in the U.S., but as technology continues to develop, retailers will continue playing catch up to effectively reach their customers.

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By Elsa I. Gonzalez, Account Planner, Dieste

New year, new sales. That’s what retailers were hoping for. After what should’ve been the most profitable season of the year, consumers are now fully - and mindfully - controlling how, what and why they purchase. The power has shifted to the people.

Some time ago, retailers were in charge; setting their prices and creating demand for their products with simple marketing tools. If consumers didn’t want to buy from you, it was on them. Now the price tag has evolved from representing legitimate cost, to being merely seen as a suggestion. I say suggestion, because it’s never been easier to bypass full price. As of this year, these are the easiest, most common ways to save, just ask Quora:

  • Price Match
  • Email/Mobile coupon or offer
  • Order online out of state to avoid taxes
  • Group buys (Groupon, Living Social, specialty groups or blogs)
  • Wait for major holiday sale or until it gets to TJ Maxx
  • Coupon code sites and/or forums (Retail Me Not, Fat Wallet)
  • People sharing codes or coupons online

I dare ask if all these tools have begun to condition consumers to accept nothing but less than full price. Bargain hunting shoppers went from niche to norm, and it would seem that more and more people are programmed to ‘need’ a discount to justify their purchase.

So what’s the alternative? Perhaps creating a better concept of worth. Some have done it through added value - limited edition releases, personalization, bonus features, gifts with purchase, etc. But only a few, have done it through their brand, standing for something bigger, better; creating a loyalist base that is willing and even glad to pay full price. Think Sephora, Apple and Trader Joe’s. They’ve understood what drives value in the minds of their customers – whether is experimentation, innovation or transparency – and make a habit of keeping up with developing behavior, changing consumer needs and future demands.

As this new breed of savvy consumers grows, and learns ways to avoid the full price of your product or service, it’s important to ask ourselves… how valuable is my brand in people’s minds?

Reimagine the value you can bring to your consumers by keeping up with Dieste, Inc. Follow us on social media or subscribe to our newsletter below.

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By Mindy Shepperd, Dieste’s Account Executive

While shopping has become easier for consumers, the continued advancement of how goods are bought requires retailers to dig below the surface and truly analyze purchasing patterns. More than ever, merchants and marketers are using data in order to learn and further drive dollar-spending both online and offline.

Nordstrom leverages Pinterest to pinpoint and track trending products and then uses signage promoting those goods in their brick and mortar stores.

  • Designer Rebecca Minkoff is also ahead of the curve in utilizing data to enhance shopper experience with her “futuristic” stores’ use of RFID technology to keep an accurate tab of inventory, “magic” mirrors that serve as screens allowing customers to request additional items from their dressing rooms, and sensors and cameras that monitor shoppers in order to improve store layouts.
  • Dallas-based retailer Neiman Marcus enforces the SoLoMo model (social, location, mobile) through their dedicated mobile app to effectively connect sales associates with customers while in the store to deliver the “personal shopper” experience.

These are just some of the businesses and ways that big data is being used to evolve shopper experience and increase acquisition. With online fashion sales alone predicted to rise by over 40% in the next year, we are sure to see a consistent stream of multichannel marketing… and even more retailers following suit to those who have already been reaping the benefits of successful digital innovations.

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By Ruben Vives This story was first published in the Los Angeles Times.

The Azalea shopping center features a lineup of shops familiar to suburban malls: Forever 21, TGI Friday’s and Michaels.

What makes the Azalea unusual — and, in the eyes of some, revolutionary — is that it’s in South Gate, in the heart of working-class southeast Los Angeles County.

The city is 95% Latino, and the year-old retail center is the region’s first made up entirely of mainstream American businesses. The closest thing to a Latin American business at Azalea is a Chipotle.

Residents living in the cluster of small, predominantly Latino cities along the industrial 710 Freeway corridor have long sought more shopping options. But attracting mainstream businesses has been difficult.

It wasn’t long ago that it was considered a coup for South Gate as well as neighboring Bell, Lynwood and Huntington Park to score a Starbucks.

Plaza Mexico was developed in Lynwood as it evolved from a mostly black city to a mostly Latino one. But the shopping center struggled for years to attract mainstream chains.

“We couldn’t get national or regional brands to pay attention to the southeast, mostly because they didn’t understand it,” said Arturo Sneider, chief executive and cofounder of Primestor Development Inc., the firm behind Azalea. “There wasn’t enough of a corporate drive to market the strength and size of the Hispanic buying power nationally.”

But that is changing, along with the demographics.

Despite all the talk about illegal immigration in the 2016 presidential campaign, the vast majority of U.S. Latinos are native-born. The Latino population growth has been driven mainly by births, not immigration, since 2000, according to the Pew Research Center, a nonpartisan think tank.

Almost 70% of Latinos reported speaking English, and about 90% of U.S.-born Latinos — including small children of Latin American immigrants, who usually speak Spanish first — speak English, Pew reports.

Meanwhile, Latino median income is rising, according to the U.S. Census Bureau: From 2012 to 2013, it climbed 3.5%, to $40,963. And Latino purchasing power has increased by 50% since 2010, from $1 trillion to $1.5 trillion in 2015, according to Nielsen, a global marketing research firm.

This is persuading mainstream retailers to locate businesses in places like southeast L.A. County.

“The old model of catering to Spanish-speaking Latinos is fading and is being replaced by English-speaking Latinos who prefer mainstream retailers and restaurants,” said Luis Valenzuela, principal with Via Vista Advisors, a real estate consulting and brokerage firm.

In some Southern California cities, including Santa Ana and Baldwin Park, political tugs of war have broken out between mostly Latino council members and residents over attempts to replace retail stores that catered to immigrants with more mainstream shops, sometimes reflecting generational schisms within the largest minority group in the U.S.

In Baldwin Park, the Mexican American mayor in 2008 referred to developers’ instinct to bring in what he called “amigo stores” — his shorthand for immigrant-centric businesses. Meanwhile, some residents accused politicians of being ashamed of their roots.

In South Gate, the new shopping center coexists in a landscape that is peppered with businesses that seek to reach the large immigrant population in the region.

Across from the center is Rincon Taurino, a Mexican restaurant, and farther down is Hermandad Mexicana Nacional, which provides immigration services.

Jaime Garcia, director of marketing and events for the Azalea Regional Shopping Center, said it has hosted movie nights and music concerts geared toward both English- and Spanish-speaking Latinos.

“Each generation assimilates more and more without forgetting their roots,” Garcia said. “There is a bilingual element to our marketing as well as the entertainment we bring in. It’s not just mainstream.”

On a recent afternoon, Angel Sotelo, 51, a Mexican American resident from Bell, watched his grandson cool off by running through vertical water jets at the shopping center, which opened in August 2014. He said he welcomed shops that are typical of many American towns.

“Our kids grow up in a Latino home and speak Spanish, but when they go to school it’s all English, and their habits and trends are all Americanized,” he said. “Here you have American shops, you have diversity.”

Sotelo’s 19-year-old daughter, Amanda, said she rarely goes to stores and restaurants that target Latinos because “I already get so much of my culture at home through food and music.”

“Sometimes,” she said, “I just wanted something different.”

Officials for the 380,000-square-foot Azalea won’t provide numbers on revenue, but South Gate officials say it has generated $2.6 million in sales tax during its first year.

Primestor officials said they knocked on doors, held town hall meetings and did surveys to determine what type of shops Azalea should have.

“During the conceptualization of Azalea, public outreach — and the developer found the same thing — the residents wanted the building architecture, restaurants and stores that they saw elsewhere,” said Steve Lefever, South Gate’s director of community development. “They didn’t want to drive to Long Beach, downtown Los Angeles or Cerritos. They wanted it closer to home.”

By the early 2000s, national retailers were arriving in greater numbers in the cluster of cities in southeast L.A. County. One of the first major shopping centers with a significant number of such businesses was El Paseo, which opened in 2001 just east of Azalea, across the L.A. River and 710 Freeway.

With architectural touches modeled after a Maya temple and replicas of ancient stone snake heads spurting water into a fountain, El Paseo boasts the only large movie theater in the area. It attracted chains such as Starbucks, Panda Express and Fitness World, along with more immigrant-focused businesses such as La Mejor Deli and Market and Curacao, which houses a Pollo Campero, a fried chicken restaurant chain from Guatemala.

“Outside of that, we had nothing but small mom-and-pop shops,” South Gate Councilman Gil Hurtado said. “When the shopping center opened, it gave us something.”

Attracting some of the big retailers, including Starbucks, was a challenge.

Ken Lombard, an executive with Capri Capital Partners, who was formerly with Starbucks Entertainment, said the success of the coffee shop at El Paseo was a matter of looking beyond the research data, which he said did not fully account for a large chunk of the local population or the traffic flow in the area.

“We stood on the corner and watched to see how busy it was,” Lombard said. “Immediately, we knew it was a store we wanted to open, and we anticipated it would be successful.”

Soon after, Plaza Mexico opened in Lynwood, as developer Donald Chae noted the emergence of the Latino population in the formerly black-majority city.

His shopping center was designed around replicas of Mexican landmarks, including Mexico City’s Angel of Independence. The center housed organizations representing various Mexican states, but it struggled for years to attract major U.S. retailers, apart from Ross, Chuck E. Cheese’s and a Food 4 Less supermarket.

The initial success of Azalea has helped inspire South Gate officials to look at redeveloping Tweedy Boulevard, a long corridor of small businesses that has seen better days. They say residents want the type of shops found in hip areas of L.A. such as Silver Lake and Los Feliz.

“The community is so hungry for this kind of stuff,” South Gate Mayor Jorge Morales said. “We’re American too, we appreciate the culture and think the same.”