Miller’s Monday Morning Message
presented by ACM Consulting Inc.
Andrew Miller on operational excellence, strategy, life balance and everything in between
Toronto – January 19, 2015
It was announced last week that Target will be closing all of its 133 stores in Canada. This is a major failure in Target’s first (and possibly last) try at international expansion. So what went wrong?
Target didn’t replicate the model that worked for them in the U.S. In the Canadian stores, items were often missing from the shelves. The selection of items wasn’t as good as in the U.S. stores. The prices were on average 10-20% more expensive than in the U.S. It was a completely different experience. Canadian customers expected a certain experience and Target didn’t provide it. They didn’t offer enough value to stop Canadians from driving two hours and shopping at Target in the U.S.
Four of the key factors to maximizing customer retention are consistency, innovation, quality, and service. Target Canada struggled with all of them.
What are you doing to ensure you provide a consistent experience that meets your customers’ expectations?
Listen to my podcast on why Operational Excellence needs to be redefined.
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Register for my free event to dramatically increasing your profits and improve your performance.
Buy my book, Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization.
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