Word: delhagen
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...find what they want. Among department stores, which are not widely known for good flow, Kohl's, based in Menomonee Falls, Wis., gets high marks for its "racetrack" format. "It's based on the premise that most people want to navigate around the perimeter of the store," says Kate Delhagen, retail research director for Forrester Research. "Their design guides people that way. There's a wall of merchandise around the outside, and then they can see into the inside from there." At the Container Store, based in Dallas, with 28 outlets in 15 markets, "Our product selection is pretty wide...
...Circuit City has been shrewd enough to feature its version in TV ads, fostering its image as a place where it's easy to return merchandise and where shopping is hassle free. Outdoor equipment retailer REI, based in Kent, Wash., makes smart use of technology, according to Forrester's Delhagen, by placing computer kiosks on its sales floor that allow the customer to search its entire inventory. "The store can't carry every size and shape of tent stake," Delhagen says, "so an associate will walk you over and find you the one you need." The lesson for retailers...
...many retailers undervalue the checkout, which is their last best chance to make a good impression. "If you're going to mess up the store experience, don't mess it up at the checkout," says Delhagen. A good checkout hinges on preventing a wait that can sour a shopper's whole day. Ikea, which doubled its number of checkout stands when it recently moved a store from King of Prussia, Pa., to bigger quarters in nearby Conshohocken, is looking even further ahead to a roving pre-checkout system, using wireless technology for mobile cashiers. Home Depot, based in Atlanta, recently...
...while the drugstore market may be "ripe for the picking," as Forrester analyst Kate Delhagen argues, it's not low-hanging fruit. A sick person is not going to wait the necessary three to five shipping days for delivery of antibiotics. Instead, the online stores are focusing on people who at regular intervals order maintenance medication for everything from impotence to high blood pressure and high cholesterol. These are the drugstores' most coveted customers, and their purchases make up half the $100 billion prescription business...
PRINCETON (61)--Karen Konigsberg 0-2-2; Lis Lester 1-1-3; Lois Hatzenbeller 2-0-4; Margaret Nilemann 3-5-11; Sarah Tantillo 0-0-0; Kate Delhagen 9-1-19; DeVoe 6-2-14; Lisa Greenberg 4-0-8; Totals...