Starbucks has Brand Localisation Plans for the European Market

With Starbucks 2008 US sales performance forcing the return of founder Howard Schultz to the company, we are seeing a similar performance for Starbucks in the European marketplace.

Although Starbucks is seeing profits grow in other markets, it is having difficulties meeting the needs of European consumers, which is evident in its lower sales over other markets.

In response, Starbucks has many plans for the European market to revitalise its stores. Soon we may see Starbucks products on planes, trains and vending machines. The brand will also open 300 new stores in the UK alone over the next five years. But what is most impressive, is Starbucks recognition of the importance of brand localisation. According to Louise Lucas in her recent FT article  (5 Feb 2012), offerings will include “a lighter espresso in France, cheaper cappuccino in Greece and a double shot of espresso in lattes for the UK.”

Poppy Trowbridge from Bloomberg Television also recently reported on Starbuck’s plans for “European domination” as they try to bring the Starbucks experience to European consumers.

But Starbucks isn’t the only one who is increasing efforts to localize product offerings in the European market. McDonalds will be offering a McBaguette starting this April in France. According to Daily Mail’s Jill Reilly, the Fast Food Brand is trying to “appeal to more upscale diners by mixing their famous beef burgers with French-made Emmental cheese and mustard.”

7 tips for 2012: Retail Rescue Recipe for Recession

Andrew Climance, Retail & Leisure International Editor, posed the question ”Can internationalism in a recession be done?” and my below response was published in the March 2012 issue.

Despite one of the worst global recessions on record in developed economies, retailers in these countries are still planning for growth by expanding into international markets, which might at first seem a counter-intuitive strategy.

In fact, it’s one of the smartest things they can do in order to spread their risk across a number of markets of varying volatility. Tracking many trans-Atlantic retail moves, I have noted many top US and UK brands looking to further expand their reach across the water, some of which include Crate & Barrel, J Crew, Reiss, Victoria’s Secret, Abercrombie Kids, Orla Kiely, Coach, L K Bennett, Tory Burch and Patagonia.

While many others are sure to follow, they will all need to avoid being on the long list of trans-Atlantic retail casualties by taking a professional approach which includes adapting cleverly to the cultures and shoppers in their new geographies.

Over the many years helping retailers successfully transplant and translate their brands into US and EU markets – something I call BrandTravel™ – I’ve concluded that one of the most critical capabilities is developing and executing an intentional and methodical approach to internationalisation. With so many examples of retailers and leisure brands who have paid a high reputational price when getting it wrong, those who do approach expansion professionally do earn huge rewards.

So here are 7 tips for 2012 to help ensure your retail brand is fit for purpose in the international arena:

1. Manage “local” and “global” – managing this dilemma well separates the winners from the mediocre. It is possible to obtain scale economies while delivering local services and ranges as global food and drink brands have learned so well. Zara is amongst the very few in the fashion world who have created ranges specifically for their southern hemisphere markets rather than just selling them past season’s wares from its northern stores.

2. Transfer knowledge – opening stores in another market is not enough without also transferring what’s been learned from the culture, consumer behaviours and preferences in each market to ensure innovation and profits follow. Tesco’s Fresh & Easy small store US format had some costly merchandising hiccups at the start as a result of not applying the localisation lessons gathered from its expansions into Asian markets.

3. Be resilient - Being able to change processes, designs and manage costs in turbulent climates is a skill to be implemented by operations teams and the retail business leaders. Some setbacks are to be expected as part of the process of aligning the business to local cultures and tastes.

4. Assume difference – Checking assumptions about the target culture is a must, as BestBuy, Starbucks, Disneyland Paris and many others have learned at great cost. Starbucks recently attempted to market its Trenta size (30 oz) drink in the UK, larger than a full bottle of wine, which was seen as an overly-indulgent American “supersized” product not fit for European tastes. However, Coach only brought its US leather goods ranges to its recently-opened Bond Street store that it knows would appeal, leaving behind the “wristlet” (a small zip wallet with a carrying strap for the wrist) that is so successful in its home market.

5. Innovate through insight – Involve consumers and supply chain partners to identify which new technologies, materials, designs, services and mistakes can change the business model. Crowdsourcing not only lowers the R&D costs but engages your target markets with the knock-on benefits as they use social media to boast about your foresight and engagement.

6. Build the brand - Most consumers don’t know many of the soon-to-land-here trans-Atlantic brands… yet. Seize the opportunity to (re)position the retailer in a new geography, as Abercrombie & Fitch so successfully has in the UK. Without preconceived ideas of the company, that blank canvas gives permission to seize a space you might not seize in your domestic market. Victoria’s Secret, the mass market lingerie brand, will soon be launching in the UK with the chance to position itself with new customer segments.

7. Assume success - Approach new markets intentionally – not just by licensing or franchising but having it as part of the long-term strategy. Too often, expanding businesses treat their international growth as a “project” rather than as a core part of their long-term evolution, choking the initiative of critically-important capital and leadership resources. Knowing the international foray will pay off, based of course on research evidence which supports it, means such activities are properly funded and given the management attention they deserve.

Instead of the constant stream of headlines about brands that have not succeeded overseas, let’s replace those with some success stories about the companies that have done it right, that have been methodical, that have adapted and made great profits.

Internationalisation in a recession obviously can be done – it just takes some planning and will.

Will the Sun on Sunday fix NewsCorp’s culture and reputation?

Though there’s not much new under the Sun, Mr. Murdoch is hoping to fill a void his defunct News of the World paper left behind, 2 months ahead of schedule.  But will this brand extension succeed — with readers, with advertisers, with journalists?

Advertisers will want reassurance that being associated with a radioactive brand is good for their business, as the UK arrests and ongoing US criminal investigations continue to plague News Corporation;

Sun on Sunday employees, including staff writers, will be concerned with insulating themselves from the serious scrutiny now being placed upon them by the Leveson enquiry, US and UK law enforcement agencies and the public at large;

Readers want to know the corporate culture has been cleaned so the stories they read have been developed legally and ethically.

Can Carnival Cruises Rescue its Reputation?

As you continue to watch Carnival Cruises respond to its Costa Concordia accident near Italy, you might be wondering how this company — and the cruise industry — can restore trust during this peak season when cash-strapped consumers are booking their 2012 breaks.

Given the infrequent appearances from executives at this world’s largest cruise line (whose brands include Carnival, Holland America Line, Seabourn, AIDA Cruises, Ibero Cruises, P&O Cruises Cunard, Princess Cruises, Costa), clearly Carnival’s current and future revenues are at risk unless they take action now:

  • the “how” – immediate communication by the leaders of the company on its search and rescue efforts is a must. As in any corporate crisis, it’s all about speed.
  • the “who” – fielding top executives from Costa’s parent company, Carnival Cruises, is a must as only they have measurable credibility for reassuring concerned relatives, friends, customers, employees, investors, media and other stakeholders. This is a much more effective way to retain (rebuild) trust rather than leaving it to trade bodies to speculate on why the accident happened.
  • the “what” – demonstrating the actions being taken to all stakeholders that contingency plans are in place and being implemented is the best way to reassure people that your brand can be trusted.
  • the “where” – appropriate rescue operations need to be demonstrated in online and offline media by Carnival Cruises to ensure all its partners and channels are informed and aligned with your activities. This includes travel agents, system partners (airlines, hotels, car rental companies) and others in its ecosystem.

Chinese Find IKEA Is Swede Place for Romance

Ignore local knowledge at your peril: this is the lesson for retailers heading for China in the recent Wall Street Journal article “In China, Ikea is a Swede Place for Senior Romance” which Laurie Burkitt capably details.

Recounted in her revealing piece are educational stories about international retailers — IKEA, Wal-Mart, McDonald’s — that are getting accustomed to Chinese consumers expecting to use them as their home away from home, aiming to spend a great deal of time—if not serious money—at these usually generous sized, comfortable stores.  Examples from the article (below) can spare any business expaqnding there much time and stress:

Ikea: At the weekly IKEA romance session in Shanghai, the elderly arrive in swarms of 70 to 700 to get the free coffee offered to holders of the IKEA Family membership card. Ms. Tang, seated amid the backdrop of Poang reading chairs and Vreta poufs, sips coffee and says she is grateful to have such a meeting place. “I make more senior citizen friends when I come here,” said Ms. Tang. In China, IKEA is planning to up its nine locations to 17 stores by 2015 to meet demand from the nation’s growing middle class, who aspire to Western lifestyles at affordable prices. On a recent Sunday in Beijing, Liu Yunfeng sat in a 3,999 yuan ($625) white leather Tirup chair, watching home videos from the screen of her Sony digital camera while her shoeless daughter jumped on the Nyvoll bed of a mock-up room.

Wal-Mart: Several years ago, some Wal-Mart stores in China set up a children’s camp for summer and winter school breaks. During daily sessions, children are encouraged to try their hands as part-time greeters and announce deals over the broadcast system. “If I go to Wal-Mart I’ll want to go for the day,” said Cui Hongyan.

McDonalds: With its free Wi-Fi and clean bathrooms, is adding more electrical outlets to most of its China stores in hopes that people will actually come and hang around longer. In Hong Kong, the fast food giant is developing a service known as “McWedding” to encourage people to marry in their stores. One proposed feature of the ceremony: When it is time for the big kiss, the bride and groom can each chomp on the end of a french fry until their lips meet.

But did these retailers do their homework? Were they prepared for Chinese consumers expectations?

It seems that the retailer s relied on what worked in their home markets and are now struggling to adapt to consumers wanting to turn the retail experience into a full day social experience – “retailtainment.” Chinese consumers love Western and European brands and generally prefer them to their own Asian options. Retailers need to be educated about the unique demands of customers – they need to be relevant and have personality, which is exactly what Ikea, Wal-Mart and McDonalds have done – just a little too late. IKEA, however, is missing one of the biggest brand lessons – cultural sensitivity – when they propped up a notice board at the entrance of the cafeteria, which stated “IKEA would hereby like to inform this group and its organizers: Your behavior is affecting the normal operations of the IKEA cafeteria,” the notice said.

Comparably, Mercedes called on the local culture by flying over some of its best customers from China to join in a focus group to determine customer expectations in a new market. The brand not only differentiated itself, but it also went through the brand localization process, increasing its brand relevance and image in China. Again the key lesson here is to always challenge your assumptions and be prepared for foreign consumers’ very different expectations, particularly in the Chinese market.

The American-Western European Values Gap

There is a great new report on The American-Western European Values Gap, from the Pew Research Center’s Global Attitudes Project conducted in the US, UK, France, Germany and Spain this Spring as part of a broader 23-nation poll.  It highlights several characteristics we mention in our book (Working with Americans) to help expanding organisations understand how these can impact them and which you shoul find helpful if you work with Europeans and/or Americans:

Views on International Engagement- the USA and Britain

About four-in-ten (39%) Americans say the U.S. should help other countries deal with their problems, while a narrow majority (52%) says the U.S. should deal with its own problems and let other countries deal with their problems as best they can. The British are nearly evenly divided; 45% say their country should help other countries deal with their problems and about the same number (48%) believe Britain should deal with its own problems. Last year, about the same number of Americans said their country should help other countries (45%) as said it should let other countries deal with their own problems (46%).

Cultural Superiority

About half of Americans (49%) agree with the statement, “Our people are not perfect, but our culture is superior to others;” in Britain only about a third or fewer (32% and 27%, respectively) think their culture is better than others. While opinions about cultural superiority have remained relatively stable over the years in the four Western European countries surveyed, Americans are now far less likely to say that their culture is better than others; six-in-ten Americans held this belief in 2002 and 55% did so in 2007. Belief in cultural superiority has declined among Americans across age, gender and education groups.

Individualism and the Role of the State

American opinions continue to differ considerably from those of Western Europeans when it comes to views of individualism and the role of the state. Nearly six-in-ten (58%) Americans believe it is more important for everyone to be free to pursue their life’s goals without interference from the state, while just 35% say it is more important for the state to play an active role in society so as to guarantee that nobody is in need. In contrast, 55% in Britain say the state should ensure that nobody is in need; about four-in-ten or fewer consider being free from state interference a higher priority. Asked if they agree that “success in life is pretty much determined by forces outside our control,” Americans again offer more individualistic views than those expressed by Western Europeans. Only 36% of Americans believe they have little control over their fate, compared with 41% in Britain.

Interestingly Pew, a not-for-profit, publishes these important business insights which I hope leaders take to heart; if not, their geographical expansions will result in lost money, time, brand equity and corporate reputations.

The Perks of the (Business) Trade

Here’s a great article about some California corporate cultures from the October issue of  Vanity Fair (“Best Business Practices: The Perks of the Trade,” by Bethany McLean) — is your company like these?

Never in history has a group of employees had it so good. It all began with Google, which elevated perks—like free gourmet food cooked by star chefs (which reportedly costs the company some $100,000 a day) and free Wi-Fi-enabled coaches that shuttle workers between San Francisco and Google’s Silicon Valley offices—to an art form. Google’s engineers are allowed to spend 20 percent of their normal working hours on Google-related projects that excite them, a practice that led to the development of Gmail, among other things. Google became the gold standard, and in 2008 the perk war began in earnest when Facebook hired away one of Google’s top chefs, Josef Desimone (along with Google executive Sheryl Sandberg, who is now Facebook’s chief operating officer).

Today, free food prepared by gourmet cooks has almost become a cliché at Silicon Valley companies, along with such on-site services as haircuts, dry cleaning, and even medical care. Ditto for taking your pets to work—although there’s always a way to one-up. Game-maker Zynga, for instance, offers pet insurance too.

Some companies have something for everyone—literally. In the Valley, LinkedIn is famous for its Coke Freestyle machine that dispenses 129 flavors of soda, so employees who want, say, an orange Coke can custom-make their perfect fix. Other companies make their product the perk. At electric-vehicle-maker Tesla Motors, employees can take the Tesla Roadster out for a weekend spin. Still others try to appeal to their employees’ better instincts. At Salesforce.com, employees can take six paid days a year to do volunteer work.

Like Google’s 20 percent policy, the perks can offer more than convenience or fun. At Netflix, employees are allowed to customize the mixture of cash and stock in their compensation, and there’s no vacation policy—meaning that employees can take all the time off that they wish. And if you’re a young computer whiz, why not be an intern at online reviewer Yelp, which prides itself on offering its charges the opportunity to do a lot more than fetch coffee? It was a Stanford student named Ben Newhouse who helped invent Yelp’s hugely popular Monocle application, which shows you all the nearby businesses, along with their Yelp reviews, wherever you and your smartphone happen to be.

There’s a logic to all the freebies and flexibility: Companies are willing to offer anything (O.K., almost anything) in order to win the war for talent. Google worries—and rightly so—about how hard it is for a big company to come up with the next hot thing. Thus, the free meals aren’t so much about providing food as they are about providing what Google’s head of people operations, Laszlo Bock, calls “manufactured moments of serendipity,” where a happenstance conversation in the food line might spark an idea. To increase the odds of interaction, Google even measures the length of the lunch line. “We don’t have it down to the decimal point,” says Bock. “But below 3 minutes is not good, and over 10 minutes is not good.”

At Google, all the perks haven’t stopped a number of employees from leaving. The company’s latest strategy to retain employees isn’t just another newfangled perk, though: Last fall, Google gave all of its employees a 10 percent raise, increasing pay to well above the average. Thanks to that, Bock says, Google is now getting and keeping more talent. Cash is still king.