1. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Case Study

2. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Macy’s Problem The problem is to be found in New York City, where the market shares have dropped 9% over the last three years.

3. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Your Mission You are Macy's marketing specialist. Your assignment is to assist the marketing manager of New York, Kevin Smith, with a market - and competition analysis.

4. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Identifying Market Segments Products: apparel, house wares, jewelry Geographical market segmentation: downtown, outskirts Types of customers: businessmen, families, tourists Mr. Smith wants to know which of the following options seems the most sensible to you. Task 1.1

5. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Finding Out Market Shares of Important Offerers Macy‘s Abraham & Straus Gimbel’s Bloomingdale’s Others Mr. Smith has asked you to go through the documents and pick out the information regarding the present market shares for the most important department stores of New York. Task 1.2

6. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Establishing Market Size Mr. Smith has asked you to define the size of the department store market in New York as precisely as possible. Information in the folder therefore serve as a basis. Task 1.3

7. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Describing Customers How many customers visit Macy’s in New York each day? Which division of Macy’s has the most customers? What income do Macy’s customers have? How often do Macy’s customers shop at the competition? What market share equals one thousand customers? How much price reduction should loyal customers be given? How far away do Macy’s customers live from the location of the store? When describing customers, separate the essential from the less relevant questions. Task 2.1a

8. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz After separating the essential questions, please help Mr. Smith to answer them, by using the information folder and making estimations. Task 2.1b Less than 5'000 Between 5'000 and 50'000 More than 50'000 customers visit Macy's each day. The income of most customers is high. medium. low. Macy's customers never seldom often shop at the competition. The majority of Macy's clientele live up to 5 km between 5 and 20 km more than 20 km from the location of the store.

9. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Studying the Act of Purchase Put together a rough profile for how purchases are made at Macy’s. Task 2.2 Number of customers per day Ration of purchases taken by the customer vs. delivered purchases How many products that were bought were ordered in advance

10. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Analyzing the Purchase Decision Put the following deciding factors in order of priority. Task 2.3 Deciding factors: delivery time price breadth of the assortment quality service availability payment methods High Priority Medium Priority Low Priority

11. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Capturing the Scope of Services What is the average time a customer waits in line at the register? Is there a return or exchange policy? Does Macy’s offer sufficient parking in the city center? Is a contact person to help with problems or questions available to customers at all times (consultation, customer service, a service hotline)? What kind of guarantee from the manufacturer can the customer expect? For capturing the scope of services, separate the following questions into important and irrelevant / wrong questions. Task 4.1a

12. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz What kind of guarantee from the manufacturer can the customer expect? Does Macy’s fashion department follow the newest trends? How do customers react to Macy’s Logo? Does Macy’s offer customers an advantage for loyalty? Is it possible to deposit umbrellas at the entrance? Are there options to eat at Macy’s? Are there enough restrooms? Task 4.1b

13. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Pricing Policy What is the predominant and also Macy’s current pricing policy? Task 4.2a Pricing policy with orientation according to cost demand competition use

14. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Determining Pricing Conditions Following is a list of campaigns for discounts, various payment conditions and other measures of pricing differentiation as undertaken by Macy’s competitors. Task 4.2b1 According to which of the following criteria do they differentiate their prices? Pricing differentiation according to region marketing instruments type of customer line of a product times To stimulate the holiday business Gimbel’s has a “sale” in December.

15. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Task 4.2b2 Bloomingdale’s grants customers with a preferred customer card a 5% discount for the entire assortment. Customers at Alexander’s profit from a 2% discount if the payment is made in cash. For purchases of more than $500 customers receive a $10 voucher at Arnold Constable. The in-store prices at Abraham & Straus are slightly higher in the city than in the suburbs. B. Altman’s gives customers a 20% discount on their entire jeans selection. There is a flat fee of $15 for home delivery of all purchases made at Alexander’s.

16. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Identifying Means of Communication What is the ratio of orders to offers? What part of the turnover can be put down to visits from sales representatives? Which means of communication does Macy’s use? How many consumers watch Macy’s Thanksgiving-Parade? What is the communication between management and personnel like? What is the significance of the individual means of communication? Does Macy’s also sell musical instruments? In what type of media does Macy’s advertisement appear? What does the ratio of cost to use of the individual means of communication look like? Which of the following questions are important to identify Macy’s means of communication and which aren’t? Task 4.3

17. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Deriving of Critical Factors for Success Task 5 According to priority (1 st and 2 nd ), assign the critical factors for success to the following three segments. Hurry up, Mr. Smith is waiting! qualityservice breadth of the assortment price Individuals with a high income (more than $50'000 per year) Individuals with a low income (less than $50‘000 per year) Families 2 nd Priority 1 st Priority

18. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Determining Decisive Competitors Mr. Smith wants to know which competitors are especially threatening, and which are not? Task 6.1 Gimbel’s Lord & Taylor Bloomingdale’s B. Altman’s J.C. Penney Ohrbach’s Alexander’s Arnold Constable Abraham & Straus Decisive Competitors

19. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Visualizing Main Store Locations Visualize the location of Macy’s, Bloomingdale’s and Gimbel’s main stores by drawing them in the street map of Manhattan attached to the folder. Task 6.2

20. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Task 6.2b

21. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Analyzing Strengths & Weaknesses Task 6.3a formal Product Price Quality Appearance Product range extended Product Advice Sale on exchange Payment conditions Queue time at the register Consumer needs Bloomingdale’s Abraham & Straus Macy’s Gimbel’s Alexander’s goodbad

22. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Try to fill in the gap text with help of the preceding strengths / weaknesses-profiles Task 6.3b has the best price level. Macy’s meets customers’ expectations the least in the area of. Regarding service (extended product) is ahead by a nose. Only the at Abraham & Straus ranked higher than at Gimble’s. In general Macy’s covers the needs of the customers.

23. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Estimating Future Behavior With the aid of your information - folder and the findings you have obtained so far, try to make an estimate of the important competitors’ future behavior. Task 6.4 Gimbel’s, Bloomingdale’s, Abraham & Straus or Alexander’s... will cut back a great number of jobs.... wants to maintain price level and the market share, if possible.... will attempt to keep prices below the price level of the competition.... will launch innovative products.... wants to become leader of the market.... withdraws from the market.... will invest more in research and development.... orientates itself newly to the market.

24. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz Congratulations Mission accomplished

25. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz New York, New York Task 7a Start spreading the news, I'm leaving today I want to be a part of it - New York, New York These vagabond shoes, are longing to stray Right through the very heart of it - New York, New York I want to wake up in a city, that doesn't sleep And find I'm king of the hill - top of the heap These little town blues, are melting away I'm gonna make a brand new start of it - in old New York If I can make it there, I'll make it anywhere It's up to you - New York, New York http://users.cis.net/sammy/newyork.htm

26. conceptual designed by:dr. a. seiler; eth-zürich adapted by:j. schwärzler; htl-bregenz New York, New York I want to wake up in a city, that never sleeps To find I'm a number one, head of the list, Cream of the crop at the top of the heap. These little town blues, are melting away I'm gonna make a brand new start of it - in old New York If I can make it there, I'm gonna make it anywhere It's up to you - New York, New York Task 7b