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Macy's Executive Summary

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Macy’s Inc. is one of the nation’s largest and well known department store chains. Started over 150 years ago, Macy’s has continually generated excellent returns for its shareholders and employees. After, the global recession, Macy’s has generated huge profits with same store sales increasing 5.3% year to date in 2011. In 2012 same store sales increased 4.6% in (Macy’s Inc., 2012). Both 2013 and 2014 have also created large profits for the retailer. A primary component of this increases profitability is the overall shopping environment. Consumers now demand instant gratification and quick transactions. Therefore, lines, and there subsequent wait times are very important. Lines are very important as they can deter from the consumer experience, and the overall purchasing activity of the consumer. Retailers, must be cognizant of lines and congestion to help increase sales while also increasing the overall customer experience. While observing a local Macys location, consumer traffic was particularly heavy due to the holiday season. Typically, …show more content…
Many consumer questions could have been answered by knowledgeable associates. This further increased line congestion as consumers quickly overwhelmed the few selling associates on the floor. The lack of sales associates can also be attributed to poor forecasting on the part of the retailer. Although labor is a large cost component for retailers during this period of the year, consumer needs must also be addressed adequately. From my observation, the sheer lack of sales associates had a significant impact on the development of long, congested lines at the cash register. It appears that the store, in an attempt to save on labor, was only staffing sales associates for the sole purpose of ringing customer transactions. It appeared that no consideration was given to the overall servicing of customer needs throughout the

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