An older but very relevant article about Zappos and how they used customer service to rise to the top of the $3 billion online shoe market.

Shoe In – from CNN Money


The student evaluation form for BUS 425 is available on VandalWeb.

Take a moment to let me and the rest of the college faculty know what you thought of the class.

Very good article in Business Week. Makes the case that with the decrease in time to market, product innovation no longer offers the sustained competitive advantage it once did.

Identifies experience management as the new way to create this advantage. The W Hotels example from the last class is a good example of a retailer creating value and customer loyalty through the overall experience they create. This is very relevant to our discussions about Branding, Store Design and Customer Service.

It’s All About Experience – Business Week

I posted this a while back in a different section of the site, but wanted to move it up to the main page so it didn’t get lost.

This is an article from Business Week about the challenges of recruiting the new generation of graduates and is relevant to both our discussion about Human Resources Management and your Retail Audit project.

Netting the Net Generation – Business Week

Quite a few of you had a conflict with the final exam as it was originally scheduled.

So, in class on 4/10 we made the collective decision to move the final exam to Monday, May 5 from 3-5pm.

If you have any issue with this date let me know immediately so we can make arrangements for you to take the final during the “schedule conflict” time, which ironically is during our originally schedule exam time of Friday, May 9 from 3-5pm.


An unexpected mandatory meeting has come up this afternoon and I can’t get out of it, so I will have to cancel class for today.

Because of this, we’ll move the “Group Participation” session from 4/22 to today 4/8, and we’ll cover “Chapter 17 – Managing the Store” on 4/22.

These changes are now reflected on the class schedule.

Rather than have a regular class session today I’d suggest you use the time to finalize the rough draft of your Retail Audit. I’ll extend the deadline for this assignment until Thursday, April 10th at the beginning of class.

Feel free to use the classroom space to meet with your group today.

Also, you should plan on meeting with your client sometime April 16-18 (Wed-Fri) next week to review where you’re at and ask them any final questions.

Also, some of you did not turn in Shopping Assignment #2 on Thursday. If you have not sent me this assignment or did not hand me a printed copy, please email me your Shopping Assignment #2 no later than today (April 8th) at 4:45. Any assignments turned in after this time will lose 10 points per day.

If you have any questions about either of these assignments, you can review the Assignments section of the blog or feel free to email me.

Thanks and sorry for the last minute change of plans!