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山姆会员店首席执行官:我们不想变成迷你沃尔玛

《财富》专访山姆会员商店首席执行官凯瑟琳·麦克莱。

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山姆会员商店首席执行官凯瑟琳·麦克莱。图片来源:COURTESY OF SAM’S CLUB

如果说山姆会员商店(Sam’s Club)一直有点小弟情结,也很值得理解,毕竟它的大哥沃尔玛(Walmart)是美国最大的零售商,也是几十年来增速最快的零售商。

但山姆会员商店的首席执行官凯凯瑟琳·麦克莱并不认同。她表示,这家仓储俱乐部连锁店正在逐渐复兴,找到细分市场,树立起与沃尔玛和长期竞争对手开市客(Costco)不一样的形象。

当把零售业搅得天翻地覆的新冠疫情来袭时,48岁的麦克莱执掌山姆会员商店仅有四个月。但和其他大型连锁店一样,随着美国人纷纷囤积厕纸、清洁用品和食品杂货,山姆会员商店也生意兴隆。

在公众眼中,山姆会员商店定位向来是沃尔玛的备胎,或者是规模小些、没那么成功也没那么有趣的开市客,而麦克莱却认为这已经是过去式。尽管过去两年中经历了疫情隔离、产品抢购和供应链挑战,但在2020年和2021年,山姆会员商店的销售总额仍然上升了26%,达到736亿美元,成为新冠疫情期间零售业最大赢家之一。(不过,沃尔玛在美国的收入超过山姆会员商店四倍。)

“我们不想模仿别人,不想当小沃尔玛。”今年3月在拉斯维加斯举办的Shoptalk会议期间,麦克莱对《财富》杂志表示。

山姆会员商店有一股斗志旺盛的弱者反击精神,麦克莱也一样。2019年年底接管山姆会员商店之前,麦克莱曾经在沃尔玛工作近五年,她希望充分利用这种文化。在沃尔玛年度股东大会上,全球各地的员工齐聚阿肯色州罗杰斯市的万人体育场。山姆会员商店的员工欢呼声震耳欲聋,彰显了自己的存在,声势超过了沃尔玛团队。在麦克莱看来,这很值得骄傲,她认为员工们的欢呼声是表达对品牌热爱的实在表现。

“员工们因为属于山姆会员商店而感到自豪,而且正是因为规模小,他们想获得更大的声量。”她推测道。

至于大部分员工的自豪感,主要源于山姆会员商店是沃尔玛公司创新的核心。山姆会员商店最先推出了沃尔玛的“即扫即走”技术,会员可以在购物时扫描产品付款,不用等到柜台结账。在沃尔玛借鉴之前,这项技术就已经在山姆会员商店的客户中广受欢迎。

2019年,在前首席执行官,沃尔玛美国区首席执行官约翰·弗纳的领导下,山姆会员商店在达拉斯开设了一家名为“山姆会员商店Now”(Sam’s Club Now)的概念店,主要用来孵化新技术。该店面积为3.2万平方英尺(约2972.897平方米),比起标准的沃尔玛门店小很多,为两家门店测试新技术时能够快速提供反馈。

“我们可以充分利用属于沃尔玛的优势。同时,由于我们规模小也比较弱势,更具有创新能力。”麦克莱说。

麦克莱称,山姆会员商店员工看待自身在大规模企业中的支持角色时,经常更像创业。当然,并不是山姆会员商店的每项创新都适合沃尔玛,反之亦然。跟踪库存的自动化机器人就是一例。山姆会员商店非常热爱这项技术,能够实现任务自动完成,员工也可以腾出时间为会员服务。但她说,沃尔玛的库存多达百万件,机器人要想跟踪库存太过复杂,毕竟山姆会员商店的库存仅有数千件。

不仅仅是孵化器这么简单

新冠疫情让山姆会员商店的优势得到淋漓尽致的体现:大量采购、成本节约,以及减少到店次数。而此时,美国民众正在面临着财务不确定性以及室外出行受限。三年前增速才赶上开市客的山姆会员商店亦利用了新冠疫情带来的干扰,重新调整了顾客对该品牌的看法。

山姆会员商店借鉴了开市客的做法及其寻宝购物模式,如今为购物者提供更多的现场制作食品,并展示了一些有意思的商品,例如无人机与虚拟现实结合的头戴设备。它甚至加大了对食品领域的投入,以更好地与开市客竞争,后者的百货类目深受其拥趸的喜爱。

尽管山姆会员商店给餐厅供应食品的生意也不错,但它前些年一直押注杏仁奶等高端食品的举措得到了回报,因为越来越多的美国民众在新冠疫情期间都会居家用餐。山姆会员商店在服装方面也取得了进步,引入了更多时髦的设计,并于今年增添了Vince Camuto和Gap这两个品牌。麦克莱在接受《财富》杂志采访之前对Shoptalk与会代表说:“我们真的吸引了一批新小众会员。”这一新小众群体包括那些不满足于大量购买标准商品,更看重产品享受属性的顾客。

山姆会员商店还加大了其营销力度。今年年初,这家零售商赞助了其首个超级碗(Super Bowl)广告,由喜剧演员凯文·哈特演绎,主打其“即扫即走”技术。这一策略收到了异常热烈的反响,以至于其各大店面连续三天都挤满了那些尝试首次使用该应用程序的客户。麦克莱回忆说:“店里的所有人手都上了。”并表示这是一种痛苦的甜蜜。

与沃尔玛和竞争对手塔吉特(Target)类似的是,山姆会员商店终于翻新了店面,从店内标识的字体一直到照明和货物摆放,对店面整体进行了升级改造。麦克莱称:“此举真的重振了这个品牌,并为增长创造了更多的机会。”然而,尽管营收有所增长,但我们没有计划在现有的约600家美国门店的基础上新开店面。

对那些在沃尔玛股东大会上欢呼雀跃的员工来说,他们已经拿到了几种新的特别商品,能够用来宣传这个更加时尚的山姆会员商店,比如绣有“山姆会员商店”字样的Allbirds鞋。麦克莱说:“他们对自己产生了一种自豪感。”

她指出,这一点还逐渐渗透至购物体验。与几年前较为差劲的模式相比,如今的购物体验令人更加愉悦,更有活力。今后,山姆会员商店面临的一大挑战在于,对那些在过去对山姆会员商店有成见的顾客,如何俘获其芳心。这位首席执行官说:“在过去,山姆会员商店可能没有给一些顾客留下好的印象,因此他们会认为‘山姆会员商店不是他的菜’。我要怎么才能说服更多类似的顾客再给山姆会员商店一次机会,并光顾店面呢?”(财富中文网)

译者:冯丰

审校:夏林

如果说山姆会员商店(Sam’s Club)一直有点小弟情结,也很值得理解,毕竟它的大哥沃尔玛(Walmart)是美国最大的零售商,也是几十年来增速最快的零售商。

但山姆会员商店的首席执行官凯凯瑟琳·麦克莱并不认同。她表示,这家仓储俱乐部连锁店正在逐渐复兴,找到细分市场,树立起与沃尔玛和长期竞争对手开市客(Costco)不一样的形象。

当把零售业搅得天翻地覆的新冠疫情来袭时,48岁的麦克莱执掌山姆会员商店仅有四个月。但和其他大型连锁店一样,随着美国人纷纷囤积厕纸、清洁用品和食品杂货,山姆会员商店也生意兴隆。

在公众眼中,山姆会员商店定位向来是沃尔玛的备胎,或者是规模小些、没那么成功也没那么有趣的开市客,而麦克莱却认为这已经是过去式。尽管过去两年中经历了疫情隔离、产品抢购和供应链挑战,但在2020年和2021年,山姆会员商店的销售总额仍然上升了26%,达到736亿美元,成为新冠疫情期间零售业最大赢家之一。(不过,沃尔玛在美国的收入超过山姆会员商店四倍。)

“我们不想模仿别人,不想当小沃尔玛。”今年3月在拉斯维加斯举办的Shoptalk会议期间,麦克莱对《财富》杂志表示。

山姆会员商店有一股斗志旺盛的弱者反击精神,麦克莱也一样。2019年年底接管山姆会员商店之前,麦克莱曾经在沃尔玛工作近五年,她希望充分利用这种文化。在沃尔玛年度股东大会上,全球各地的员工齐聚阿肯色州罗杰斯市的万人体育场。山姆会员商店的员工欢呼声震耳欲聋,彰显了自己的存在,声势超过了沃尔玛团队。在麦克莱看来,这很值得骄傲,她认为员工们的欢呼声是表达对品牌热爱的实在表现。

“员工们因为属于山姆会员商店而感到自豪,而且正是因为规模小,他们想获得更大的声量。”她推测道。

至于大部分员工的自豪感,主要源于山姆会员商店是沃尔玛公司创新的核心。山姆会员商店最先推出了沃尔玛的“即扫即走”技术,会员可以在购物时扫描产品付款,不用等到柜台结账。在沃尔玛借鉴之前,这项技术就已经在山姆会员商店的客户中广受欢迎。

2019年,在前首席执行官,沃尔玛美国区首席执行官约翰·弗纳的领导下,山姆会员商店在达拉斯开设了一家名为“山姆会员商店Now”(Sam’s Club Now)的概念店,主要用来孵化新技术。该店面积为3.2万平方英尺(约2972.897平方米),比起标准的沃尔玛门店小很多,为两家门店测试新技术时能够快速提供反馈。

“我们可以充分利用属于沃尔玛的优势。同时,由于我们规模小也比较弱势,更具有创新能力。”麦克莱说。

麦克莱称,山姆会员商店员工看待自身在大规模企业中的支持角色时,经常更像创业。当然,并不是山姆会员商店的每项创新都适合沃尔玛,反之亦然。跟踪库存的自动化机器人就是一例。山姆会员商店非常热爱这项技术,能够实现任务自动完成,员工也可以腾出时间为会员服务。但她说,沃尔玛的库存多达百万件,机器人要想跟踪库存太过复杂,毕竟山姆会员商店的库存仅有数千件。

不仅仅是孵化器这么简单

新冠疫情让山姆会员商店的优势得到淋漓尽致的体现:大量采购、成本节约,以及减少到店次数。而此时,美国民众正在面临着财务不确定性以及室外出行受限。三年前增速才赶上开市客的山姆会员商店亦利用了新冠疫情带来的干扰,重新调整了顾客对该品牌的看法。

山姆会员商店借鉴了开市客的做法及其寻宝购物模式,如今为购物者提供更多的现场制作食品,并展示了一些有意思的商品,例如无人机与虚拟现实结合的头戴设备。它甚至加大了对食品领域的投入,以更好地与开市客竞争,后者的百货类目深受其拥趸的喜爱。

尽管山姆会员商店给餐厅供应食品的生意也不错,但它前些年一直押注杏仁奶等高端食品的举措得到了回报,因为越来越多的美国民众在新冠疫情期间都会居家用餐。山姆会员商店在服装方面也取得了进步,引入了更多时髦的设计,并于今年增添了Vince Camuto和Gap这两个品牌。麦克莱在接受《财富》杂志采访之前对Shoptalk与会代表说:“我们真的吸引了一批新小众会员。”这一新小众群体包括那些不满足于大量购买标准商品,更看重产品享受属性的顾客。

山姆会员商店还加大了其营销力度。今年年初,这家零售商赞助了其首个超级碗(Super Bowl)广告,由喜剧演员凯文·哈特演绎,主打其“即扫即走”技术。这一策略收到了异常热烈的反响,以至于其各大店面连续三天都挤满了那些尝试首次使用该应用程序的客户。麦克莱回忆说:“店里的所有人手都上了。”并表示这是一种痛苦的甜蜜。

与沃尔玛和竞争对手塔吉特(Target)类似的是,山姆会员商店终于翻新了店面,从店内标识的字体一直到照明和货物摆放,对店面整体进行了升级改造。麦克莱称:“此举真的重振了这个品牌,并为增长创造了更多的机会。”然而,尽管营收有所增长,但我们没有计划在现有的约600家美国门店的基础上新开店面。

对那些在沃尔玛股东大会上欢呼雀跃的员工来说,他们已经拿到了几种新的特别商品,能够用来宣传这个更加时尚的山姆会员商店,比如绣有“山姆会员商店”字样的Allbirds鞋。麦克莱说:“他们对自己产生了一种自豪感。”

她指出,这一点还逐渐渗透至购物体验。与几年前较为差劲的模式相比,如今的购物体验令人更加愉悦,更有活力。今后,山姆会员商店面临的一大挑战在于,对那些在过去对山姆会员商店有成见的顾客,如何俘获其芳心。这位首席执行官说:“在过去,山姆会员商店可能没有给一些顾客留下好的印象,因此他们会认为‘山姆会员商店不是他的菜’。我要怎么才能说服更多类似的顾客再给山姆会员商店一次机会,并光顾店面呢?”(财富中文网)

译者:冯丰

审校:夏林

It would be understandable if Sam’s Club had a little brother complex considering its older sibling, Walmart, is the largest U.S. retailer by a long shot and enjoying its fastest growth in decades.

But Sam’s Club CEO Kathryn McLay begs to differ, saying the warehouse-club chain is enjoying its own renaissance, finding a niche, and forming a clear identity separate from Walmart’s and longtime rival Costco.

McLay, 48, had been at the helm of Sam’s Club for only four months when the pandemic struck, turning most of the retail industry upside down. But much like other big-box chains, Sam’s Club thrived as Americans bulked up on items like toilet paper, cleaning products, and groceries.

For McLay, the retailer’s classification, at least in the public’s eye, as a Walmart afterthought or a smaller, less successful, less fun Costco is over. Despite COVID-19 lockdowns, product rushes, and supply chain challenges over the past two years, its total sales rose 26% in 2020 and 2021 combined to $73.6 billion, making the company one of retail’s biggest pandemic winners. (Walmart’s U.S. revenue, however, is more than four times as large.)

“We’re not trying to copy someone else. We’re not trying to be a mini-Walmart,” McLay told Fortune on the sidelines of the Shoptalk conference in Las Vegas in March.

The scrappy underdog spirit permeates Sam’s Club, and McLay, who worked at Walmart for almost five years before taking the reins at Sam’s in late 2019, wants to harness that culture. At Walmart’s annual shareholder meetings, which bring staff from all over the world to fill a 10,000-seat arena in Rogers, Ark., Sam’s Club employees make their presence known through raucous, deafening cheering that bests that of the Walmart team. It’s a point of pride for McLay who views her employees’ roaring jubilation as a very visible, and audible, manifestation of their love for the brand.

“People just feel proud to be part of Sam’s Club, and there’s something about being the smaller format that leaves them wanting to have a bigger voice,” she surmises.

Much of that employee pride comes from Sam’s central role as a tech innovation hub within Walmart Inc. overall. The big-box retailer pioneered Walmart’s scan-and-go technology, a feature that allows members to scan products and make payments while shopping in-store, rather than just at checkout, and proved to be wildly popular with Sam’s customers before Walmart replicated the technology.

In 2019, under previous CEO John Furner, now the chief executive of Walmart U.S., the warehouse chain opened a concept store in Dallas called Sam’s Club Now to serve as a tech incubator. The 32,000-square-foot store is a fraction of the size of a standard Walmart, allowing for a quick feedback loop when testing new mechanics for both stores.

“We can leverage being part of Walmart Inc. At the same time, there’s this ability to create because we’re smaller, we’re sort of the underdog,” said McLay.

That startup feel bleeds into how Sam’s Club employees view their supporting role in a far larger organization, McLay said. Of course not every innovation Sam’s deploys is suitable for Walmart, and vice versa. Take its automated robots used to track inventory. They’ve been a godsend at Sam’s Club, helping it automate tasks and free up time for associates to serve members. But at Walmart, which stocks millions of items versus Sam’s thousands, tracking inventory is far too complex an operation for robots to perform, she said.

More than just an incubator

The pandemic played to Sam’s Club’s strengths nicely: bulk buying, cost savings, and fewer trips to the store at a time when Americans faced financial uncertainty and limited their outdoor excursions. Sam’s, whose growth lagged that of Costco’s until about three years ago, has also taken advantage of COVID’s disruption to reset shoppers’ view of the brand.

Taking a page from Costco and its treasure hunt model, Sam’s now offers shoppers more food demonstrations and displays interesting merchandise like a combination drone–virtual-reality headset. It’s even raised its food game to better compete with Costco, whose grocery option is beloved by loyalists.

While Sam’s does brisk business selling food to restaurants, its bet in preceding years on higher-end foods, such as almond milk, has paid off, with more Americans eating at home during the pandemic. On the apparel side, Sam’s has made strides in offering more on-trend designs, adding brands like Vince Camuto and Gap to its assortment this year. “We are really attracting a new subset of members,” McLay told Shoptalk delegates just before speaking with Fortune. That new subset includes shoppers who want more indulgent product offerings in addition to the standard staples bought in bulk.

Sam’s is also expanding its marketing efforts. Earlier this year, the retailer sponsored its first-ever Super Bowl ad, featuring comedian Kevin Hart and its scan-and-go technology. The spot was so well received that Sam’s stores were overwhelmed for three days by customers trying to use the app for the first time. “It was a matter of all hands on deck,” McLay recalled, noting that it was a nice problem to have.

Similar to Walmart and rivals like Target, Sam’s has finally refreshed its stores, remodeling everything from the font on the in-store signage, to the lighting and shelving. “It’s really rejuvenating the brand and opening so much avenue for growth,” McLay said. But despite the company’s growth, there are no plans to add new U.S. clubs to the 600 or so Sam’s already has.

As for those employees who cheer loudly at Walmart’s shareholder meetings, they’ve gotten a few new perks to reflect the hipper Sam’s Club, such as Allbirds shoes with “Sam’s Club” sewn on them. “They’ve got a sense of pride about themselves,” McLay said.

That, she noted, has trickled down to the shopping experience, which is now more lighthearted and dynamic than the dowdier style of years past. The challenge moving forward will be how to win over shoppers who only know the old version of Sam’s Club. “How do I get more of those people who may have been shocked in the past and thought ‘No, this is not for me’ to give Sam’s another go and come back?” the CEO said.

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