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  • Retail and Customer Experience experts Doug Fleener and Matt Norcia are the principles of Dynamic Experience Group, a retail consulting firm in Lexington, MA.

    Fleener is the former director of retail for Bose Corporation. Norcia was a key member of the retail training and development group at Bose. Both of them are never short of an opinion about retail and the customer experience.

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January 11, 2008

Would You Like a Velvet-Lined Heart-Shaped Box for this iPod?

Jeweler Tiffany & Co. recently announced weak comp store growth, Degvalentineipod_2due to a 2% decline in its U.S. stores. This news arrives despite a 10% increase in sales at their flagship New York store and 12% growth in international stores. With approximately 160 stores around the world (a third of which are in the U.S.), Tiffany is feeling the economic sting that many other high-ticket companies like American Express are beginning to experience. This indicates that the financial burdens of Americans are being shared across class lines, and aren’t just the worries of lower- to mid-income folks.

Of course, customers will continue to buy jewelry, and with Valentine’s Day fast approaching the need is about to reach its first spike of the year. However, recent positive sales figures from retailers like Best Buy, Toys R Us, and Barnes & Noble indicate that many of the sales over the end of the year were for more practical and less ornamental products. Flat screen HDTV sets, video game consoles, iPods, and GPS devices were among the season’s hottest sellers. While it’s easy to look at Tiffany’s dip in the U.S. as a harbinger of rough economic seas ahead, this is really a prime opportunity for independent and specialty stores to get creative and offer financially cautious customers the chance to think outside of the jewelry box for Valentine’s Day. A string of pearls or a Nintendo Wii? Hmmm…

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