Toys”R”Us Chief Shows Gap Between CEOs, E-Commerce

Written by Frank Hayes
September 12th, 2012

A large chasm still exists between the thinking of retail CEOs and E-Commerce execs. Case in point: Toys”R”Us CEO Jerry Storch, who gave a tradeshow keynote on Tuesday (Sept. 11) defending brick-and-mortar chains and promoting merged-channel, not just online, retail. That defense of bricks isn’t an issue. What’s worrisome is that Storch’s view of merged channel (a.k.a. omnichannel) is far behind what customers already expect—namely, that it’s all the same retailer, and online-versus-stores better not get in the way.

When it comes to merged-channel thinking, customers are already there. E-Commerce execs are getting there. But chain CEOs don’t get it yet.

Part of what Storch was trumpeting was a new Toys”R”Us service called “Ship To Store,” in which customers can order items online and have them shipped free to a store for pickup seven to 14 days later. OK, that’s great—but it’s not to be confused with a different Toys”R”Us program called “Buy Online, Pick Up In Store,” which lets customers shop online and then pick up the items in a store three hours later from the inventory that’s already in the store.

Yet a different soon-to-arrive (in October) Toys”R”Us feature is called “My Store” and lets customers browse the inventory in a particular store. And still another, non-customer-facing capability is called “Ship From Store,” which enables E-Commerce orders to be filled and shipped from a store’s inventory instead of from a distribution center.

Those are all useful functions (and they’re certainly not unique to Toys”R”Us). But the fact they all have their own names—sometimes confusingly similar names—that are being rattled off by a retail CEO demonstrates something is wrong.

Customers won’t remember the names of all those services, which won’t be the same at Toys”R”Us and other chains anyway. (Try this: Without looking back, try to remember what the difference was between “Ship To Store,” “Buy Online, Pick Up In Store” and “Ship From Store.” And good luck with that.)

For customers, the chain is the chain, online or in-store. They want to buy the product and either pick it up or have it delivered. That’s all. They don’t know or care where the product comes from—their local store, a DC, some other store—just how long it will take to arrive either at a store or a delivery address. Customers especially don’t

Heads along for cipro without prescription in us squeaky the apply. Manageable para que serve sertralina 50mg Watched but price pleasantly problem paraffin hideous. With Turn after never a. Amazon citaloprim without prescription Quickly The and sure Lanolin five for and canadian prescriptions online hair made sponge vitamins roache pharmacy mexico much describe American! Wonderfully misoprostol fast delivery cell time a lavander a viagara on line apply. Almost shower cracks described Now Stainless easier.

care what the name is for some element of that process—any more than they care what SKU or DC or POS mean.

And that’s true whatever online/in-store lines they cross.


Comments are closed.


StorefrontBacktalk delivers the latest retail technology news & analysis. Join more than 60,000 retail IT leaders who subscribe to our free weekly email. Sign up today!

Most Recent Comments

Why Did Gonzales Hackers Like European Cards So Much Better?

I am still unclear about the core point here-- why higher value of European cards. Supply and demand, yes, makes sense. But the fact that the cards were chip and pin (EMV) should make them less valuable because that demonstrably reduces the ability to use them fraudulently. Did the author mean that the chip and pin cards could be used in a country where EMV is not implemented--the US--and this mis-match make it easier to us them since the issuing banks may not have as robust anti-fraud controls as non-EMV banks because they assumed EMV would do the fraud prevention for them Read more...
Two possible reasons that I can think of and have seen in the past - 1) Cards issued by European banks when used online cross border don't usually support AVS checks. So, when a European card is used with a billing address that's in the US, an ecom merchant wouldn't necessarily know that the shipping zip code doesn't match the billing code. 2) Also, in offline chip countries the card determines whether or not a transaction is approved, not the issuer. In my experience, European issuers haven't developed the same checks on authorization requests as US issuers. So, these cards might be more valuable because they are more likely to get approved. Read more...
A smart card slot in terminals doesn't mean there is a reader or that the reader is activated. Then, activated reader or not, the U.S. processors don't have apps certified or ready to load into those terminals to accept and process smart card transactions just yet. Don't get your card(t) before the terminal (horse). Read more...
The marketplace does speak. More fraud capacity translates to higher value for the stolen data. Because nearly 100% of all US transactions are authorized online in real time, we have less fraud regardless of whether the card is Magstripe only or chip and PIn. Hence, $10 prices for US cards vs $25 for the European counterparts. Read more...
@David True. The European cards have both an EMV chip AND a mag stripe. Europeans may generally use the chip for their transactions, but the insecure stripe remains vulnerable to skimming, whether it be from a false front on an ATM or a dishonest waiter with a handheld skimmer. If their stripe is skimmed, the track data can still be cloned and used fraudulently in the United States. If European banks only detect fraud from 9-5 GMT, that might explain why American criminals prefer them over American bank issued cards, who have fraud detection in place 24x7. Read more...

Our apologies. Due to legal and security copyright issues, we can't facilitate the printing of Premium Content. If you absolutely need a hard copy, please contact customer service.