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Ambiance is everything, and some major retailers like Walmart and Sephora are proving it. Both have lowered in-store volume to create a calmer, more sensory-friendly experience, and the response from employees and customers has been strong enough that more stores may follow.
We're also breaking down the simple scams still hitting small businesses, and what you can do to stop them.
But before we get into it, check out this fully-stocked convenience store floating in Lake Ontario.
[ FIRST GLANCE ]
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[ THE TOP LINE ]
Beware of the low-tech scams targeting SMBs
Troy Baker, chief foundation officer with the Better Business Bureau of Michigan, recently laid out which scams target small businesses, and they’re not all cybercrimes. Fake invoices, he said, are “the most low-tech scam out there, but we see it happen all the time.” Know if your invoices arrive by mail or electronically, and keep a list of everything you pay for. Government impostors and fake checks are also common. Don’t trust logos and seals, and place mailed checks directly in U.S.P.S. boxes rather than leaving them out for carrier pickup. Keep your bank informed of which checks you wrote so they can flag any incoming checks not on that list.
Why this matters: Cybercrimes have received the lion’s share of press, but simple scams are just as easy, if not more so, to fall victim to. Staying vigilant when you’re overworked is hard, but necessary, to stay safe. (Fraser-Clinton Township Chronicle)
Why Sephora’s “quiet hours” could be good for retail
Beauty retailer Sephora is turning down the volume–literally–with the rollout of “quiet hours” across its stores worldwide. A pilot program in 32 stores found that turning down the music, shutting off screens and dimming the lights offers neurodivergent customers a more comfortable and inclusive shopping atmosphere, and also enhances well-being and performance for employees. Walmart began sensory-friendly hours in 2023, and more could follow suit. In a chaotic world, offering shoppers a brief respite with retail therapy could be just the ticket to converting more customers and building lasting loyalty.
Why this matters: Taking it down a notch could actually turn up sales. Small adjustments not only let retailers step back and assess, but they also help shoppers relax and allow both parties to connect without all the noise. (Retail Wire)
[ POLL ]
Would you consider offering quiet hours at your store?
[ THE LOWDOWN ]
[ THE THINK TANK ]
Mickey Drexler on past mistakes and getting fired twice
“You deal with what you got to deal with and you don’t stop going forward. I get knocked at Gap, and it was a nightmare after 18 years. Then they told me two days later that they made a mistake. But you go through that, and politics plays a huge role every time. Profit, profit.”
Millard “Mickey” Drexler became a retail legend after long tenures at GAP and J. Crew, but both of those jobs also ended with spectacular firings. However, he was credited with creating the lower-priced brands Old Navy and Madewell. Now, as chairman of Alex Mill, he has the luxury of not having to report to investors or private equity firms, concentrating on refining the merchandise and focusing on the customers. He gives this pearl of wisdom: rather than telling people what to buy, edit what you’re selling and make it easy to choose.
Why this matters: Legacy-makers don’t get there without roadblocks. But retailers like Drexler roll with the punches and find renewed passion focusing on the product and customer. And yes, they still make mistakes. (Retail Dive)
[ THE DOWNLOAD ]
Is your store accessible enough for disabled customers?
Online shopping is convenient for most people, but many retailers are failing disabled customers. A survey by design firm Nexer Digital found that 81% of disabled customers face issues when shopping online, with 55% reporting challenges with navigation and pop-up windows. The shortcomings include missing alt text for images that could be picked up by a screen reader, inaccessible forms, poor color contrast, checkout and post-purchase support. Making design choices to include all customers, rather than treating accessibility as an afterthought, should be a priority.
Why this matters: When a disabled customer encounters roadblocks, they’re more likely to leave than to report issues or request help. Not only does this alienate customers, but it also propels negative word-of-mouth in the community, neither of which small retailers can afford. (Computer Weekly)
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The SKUpe is curated and written by Marcy Medina and edited by Bianca Prieto.
