Retail v e-tail in America
传统零售与网络零售 美国对决

Bleak Friday
阴暗星期五

Nov 26th 2009 | NEW YORK
From The Economist print edition

Bricks-and-mortar shops struggle to win customers back from virtual ones
实体商场从网络商家手中极力挽回消费者

SHOPPERS on Black Friday, the traditional start of the holiday shopping season in America, which falls on November 27th this year, are notoriously aggressive. Some even start queuing outside stores before dawn to be the first to lay their hands on heavily discounted merchandise. Last year berserk bargain-hunters in the suburbs of New York City trampled a Wal-Mart employee to death. Despite the frenzy at many stores, however, the recession appears to have accelerated the pace at which shoppers are abandoning bricks and mortar in favour of online retailers—e-tailers, in the jargon. So this year Black Friday (so named because it is supposed to put shops into profit for the year) also marks the start of many conventional retailers’ attempts to regain the initiative.

黑色星期五通常是美国假日消费季节的开端，今年的黑色星期五恰逢11月27日，场面热闹非凡。有些人甚至天没亮就在商店门外排队希望可以第一个抢到“大跳水”的商品。去年，纽约市郊沃尔玛超市的一名员工因为顾客疯抢打折商品而被踩伤致死。然而，商场销售虽然火爆，但商场萧条之势却越演越烈，因为消费者正在弃实体商场转而投入在线零售商—行话叫电子零售商的怀抱。所以今年的黑色星期五（这样命名源于这一天应该是令商店该年盈利的日子）也标志着传统实体零售商收回失地的第一炮。

E-commerce holds particular appeal in straitened times as it enables people to compare prices across retailers quickly and easily. Buyers can sometimes avoid local sales taxes online, and shipping is often free. No wonder, then, that online shopping continues to grow even as the offline sort shrinks. In 2008 retail sales grew by a feeble 1% in America and are expected to decline by more than 3% this year, according to the National Retail Federation, a trade body. In contrast, online sales grew by 13% in 2008 to over $141 billion and are predicted to grow by 11% in 2009, according to Forrester, a consultancy.

在经济大环境恶化的背景下，电子商务具有独特的优势：消费者可以轻松快捷的货比三家。有时在网上购物可以避开当地营业税，而且通常免邮费。这就难怪网络销售可以在即使实体店销售萎缩的情况下仍然保持增长。2008实体商场零售额增长了可怜的1%,而且预计今年的销售量将下滑三个百分点，全美零售商联合会（贸易组织）如是说。而与之形成鲜明对比的是网络销售。根据顾问公司福斯特的报告，网络销售量于2008年增长了13%，达到1410亿美元，预计今年将增长11%。

Online sales now account for 6% of all retail sales in America (up from 5% in 2008) and that figure is expected to reach 8% by 2013. E-commerce is also growing in Europe and Asia, where online sales in 2008 totalled $60 billion and $40 billion, respectively. In Britain, internet shopping now accounts for nearly 4% of total retail sales, according to Planet Retail, a research firm.

网络销售目前占全美销售量的6%（2008年为5%），预计到2013年之前这一数字将达到8%。电子商务在欧洲和亚洲也方兴未艾，两洲2008年的网络销售额分别为600亿美元和400亿美元。目前英国的网络销售量占销售总额的4%左右，这一数字引自调研公司行星零售。

Online-only shopping sites such as Amazon and eBay, two e-commerce giants, have thrived in the downturn. Amazon’s sales rose to around $5.5 billion in the third quarter of the year, up by almost 30% from a year before. Listings, chiefly from commercial vendors, have surged so rapidly on eBay that its website briefly crashed on November 21st.

诸如亚马逊和eBAY（网络销售巨头）等不设实体店铺的在线消费网站在经济危机之下茁壮成长。亚马逊今年三季度的销售量达到约55亿美金，与去年相比，增长了30%. eBay亦是如此。订单（以供应商的为主）数激增，导致eBay网站于11月21日暂时瘫痪。

The range of items available online is also growing. Amazon has started selling groceries. Consumer-goods companies such as Procter & Gamble (P&G) are encouraging the sale of things like nappies (diapers) and laundry detergent online. At the opposite extreme, the internet is also being used to sell luxury goods. Fabergé, a defunctjewellery-maker known for its gem-encrusted eggs, relaunched in September. It will not open any shops but will instead operate only online.

网络销售的产品种类亦在扩大。亚马逊已经开始在网上销售杂货。保洁等消费品公司也正在网上促销像尿片和洗衣粉等小商品。与这些小商品完全相反的奢侈品也被搬到了网上销售。已经销声匿迹的珠宝制造商Fabergé（以镶嵌宝石的蛋而闻名）于九月重新开业。该公司摒弃实体店只在网络销售产品。

The shift in spending to the internet is good news for companies like P&G that lack retail outlets of their own. But it is a big concern for brick-and-mortar retailers, whose prices are often higher than those of e-tailers, since they must bear the extra expense of running stores. Happily, however, conventional retailers are in a better positionto fight back than last year, when overstocking forced them to resort to ruinous discounting. Inventories are about 15% lower this year. Some big retailers, such as Saks and Target, have recently reported rising revenues and margins.

消费者转向网络消费对保洁这种没有自己专营店的公司来说是利好消息。而对于实体零售商来说却是棘手问题。因为实体零售商存在经营成本，其零售价格通常高于网上价格。然而，利好的一面是今年传统的零售商能够扳回一城的几率较去年高。去年库存过多，传统零售商被迫亏本打折，而今年的库存量下降了大约15%。诸如Saks和Target等的一些大型零售商已于最近传来营业额增加，利润率上升的好消息。

The most obvious response to the growth of e-tailing is for conventional retailers to redouble their own efforts online. The online arms of big retailers are performing well, on the whole. Saks, for example, saw online sales rise 9% in the nine months to the end of October while sales in its stores fell by 19%. The company expects online growth to outpace sales in stores for the “foreseeable future”, says Stephen Sadove, its boss.

传统零售商应对网络销售最直接的应对措施是进一步加强网络销售力度。总的来说，大型零售商的网络销售部门表现抢眼。以Saks为例。该公司一月至十月的网络销售额增长了9%，而实体店销售则下滑19%。Saks希望在“可预见的未来”网络销售增长超过实体商场，Saks总裁Stephen Sadove如是说。

The concept of “multichannel” shopping, where people can buy the same items from the same retailer in several different ways—online, via their mobile phones and in shops—is gaining ground, and retailers are trying to encourage users of one channel to try another. Growing online traffic may actually increase sales in stores too. According to a spokesman for Macy’s, a department-store chain, every dollar a consumer spends online with Macy’s leads to $5.70 in spending at a Macy’s store within ten days, because consumers learn about other products online and come into stores to look them over before buying them. Many online retailers offer tools that let people locate the nearest outlet that has a given item in stock.

“多渠道”销售的概念是指顾客可以通过网络、手机、亲临实体店等不同方式从同一个零售商手中买到同样的产品。这种概念正在为人们所接受。零售商也在鼓励单一渠道的消费者尝试其他的购买途径。网上交易量增长也可能促进实体店的销量上升。梅西百货公司（百货连锁公司）的发言人表示：顾客在梅西网站每花一美元，十天之内该顾客会在梅西百货商店消费5.7美元，因为顾客在网站上看到其他商品的信息，他们会亲临商场仔细检查在网上看到的商品，然后再购买。很多网络商家还提供专门服务，帮助顾客找到离他们最近的、出售他们中意产品的专营店。

Retailers are also trying to make shopping seem fun and exciting to counteract the economic gloom. One common tactic is to set up “pop-up” stores, which appear for a short time before vanishing again, to foster a sense of novelty and urgency. Following the lead of many bricks-and-mortar outfits, eBay recently launched a pop-up in New York where customers could inspect items before ordering them from kiosks.

商家也在绞尽脑汁增加购物的乐趣和刺激感以应对经济颓势。最常见的策略是开设“弹出式”店铺，这种店铺仅短时间存在，之后便再次消失，给顾客以新鲜感和紧迫感（要赶紧购买，否则便消失不见了）。eBay也加入实体店引领的风潮，于最近在纽约开设了一家弹出式商铺。顾客可以在这个商铺里仔细检查商品品质，然后在网上订购。

Shoppers are increasingly looking for an “experience” when they go to stores, says Jack Anderson of Hornall Anderson, a branding and marketing firm, and are no longer interested in purely “transaction-based bricks and mortar stores”. Apple, which encourages customers to try out its devices in its stores, is considered a pioneer of this strategy, and has attracted many imitators. The Walt Disney Company, for example, is rumoured to be redesigning its stores to attract shoppers looking for entertainment, with new features such as “magic mirrors”, which will allow children to play with Disney characters.

消费者越来越倾向于“体验式”购物，“纯交易性实体商店”已经无法打动顾客的心了，品牌与营销公司Hornall Anderson的 Jack Anderson如是说。苹果公司在“体验式”购物方面是先锋，顾客可以在苹果店试用产品，引来许多商家跟风。迪斯尼公司便是其中之一。据传，该公司正在重新设计店铺吸引喜欢娱乐的顾客。店铺增加了诸如“魔镜”等特色项目，孩子们还可以和迪斯尼卡通人物一起玩耍。

Stores are also trying to lure customers by offering services that are not available online. Best Buy, a consumer-electronics retailer, has started selling music lessons along with its musical instruments. Lululemon athletica, which sells sports clothes, offers free yoga classes. The idea is to bring people back to its shops regularly, increasing the likelihood that they will develop the habit of shopping there.

实体商店也在竭尽全力吸引顾客，为他们提供网上购物无法实现的服务。消费类电子零售商百思买已经开始通过绑定音乐教学课来销售乐器。体育服装公司Lululemon athletica开设免费瑜伽课（带动产品销量）。这种做法能够把顾客定期拉回到商店，进而增加了顾客在商店购物的可能性。

Another great hope is that mobile phones will come to the rescue of conventional retailers. Some consumers already use internet-enabled handsets to shop online. But many analysts think a technology called near-field communication (NFC) might boost sales at stores, by allowing shoppers to scan products with their phones to learn more about them, and then to pay by swiping their phones at the till. Unfortunately, NFC will not be widely available for some time—too late to help harried retailers through Black Friday.

另一个被寄予厚望拯救传统零售商的是手机。有些顾客已经使用具有上网功能的手机在网上购物。但是分析人士认为能够提振商店销量的或许是近距离通信技术（NFC），利用这项技术，消费者可以通过手机了解产品信息，然后再通过手机付款。问题在于，NFC广泛应用尚待时日，帮助腹背受敌的商家实现黑色星期五盈利还无从谈起。