By Laura Stevens and Jeffrey A. Trachtenberg
Amazon.com Inc. is just starting to make its mark on Whole Foods
Market Inc. stores. But for clues to what Amazon might have in mind
for its new subsidiary, shoppers can look to the retail giant's
walk-in laboratories: its brick-and-mortar bookstores.
The Seattle-based company launched its Amazon Books experiment
about two years ago and has since used the locations to experiment
with in-store pricing and selection.
At its dozen stores in cities such as New York, Chicago and San
Jose, Calif., prices aren't marked. Instead, employees instruct
shoppers to use their phones to scan a product for a price, which
is lower for members of Prime, Amazon's paid membership service.
There are also kiosks in store to check prices.
One advantage to Amazon of no price tags on shelves is that it
has been able to import its online tool of dynamic pricing, where
the price may fluctuate to match other deals. (Nonmembers pay the
list price.)
For example, the hard-copy edition of "Notorious RBG: The Life
and Times of Ruth Bader Ginsburg" by Irin Carmon and Shana Knizhnik
was $10.36 recently, up from $9.72 last month. "60 Hikes Within 60
Miles, San Francisco" by Jane Huber was up $1.75 to $18.93 over the
same period.
Amazon is encouraging the practice known as "showrooming," where
consumers price-compare on their phones while in store, something
that has punished many traditional retailers. Amazon wants
consumers to use their phones in-store to see more reviews,
purchase the e-book or order it to be delivered.
The scanning also allows Amazon a peek at consumer browsing,
information retail experts say it can use to better tailor in-store
selection and online customer recommendations.
The bookstores are "a huge way for them to jump ahead and
streamline data," says Elaine Kwon, founder of e-commerce
management and software firm Kwontified and a former Amazon
manager.
Whole Foods shoppers probably will never have to scan a cereal
box with their phone to determine that price or any other. But
other changes Amazon has made in-store are more likely to be
applied, like offering special prices to Prime members and keeping
pricing consistent between products online and on the shelves.
Amazon declined to comment on what lessons it might carry over.
It has previously said it would add Prime membership benefits at
Whole Foods, but hasn't specified what those will entail.
The stakes are now much higher than just books: Amazon spent
$13.5 billion in August to acquire Whole Foods and its 470-plus
stores.
Most traditional retailers use decades of in-store sales data to
inform their selection and pricing. With Amazon, online sales data
drives decisions. Amazon is beginning to reap information about
Whole Foods sales online after introducing the grocer's
private-label goods on the online retail giant's site immediately
after the acquisition.
In its first month, Amazon sold an estimated $1.6 million in
Whole Foods-branded products on its site.
The online shopping data Amazon uses to shape its bookstores is
as specific as what's selling well in the local ZIP Codes.
Amazon opened its first brick-and-mortar bookstore in its
hometown of Seattle in 2015, two decades after selling its first
books online. Openings have accelerated in the past year, and three
more -- in Walnut Creek, Calif., Austin, Texas, and Washington,
D.C. -- are slated.
In stores, covers all face outward, which limits selection but
promotes browsing. "We think that in today's world, discovery is
the best purpose for a bookstore," Jennifer Cast, vice president of
Amazon Books, said in an interview last year.
Amazon's bookstores typically have a much smaller selection --
about 5,000 titles -- than a traditional book superstore. Barnes
& Noble Inc., for example, carries between about 22,000 and
163,000 titles depending on store size, according to a recent
company filing. Amazon stores' merchandisers look at geographical
data, book reviews and local trends "to blend it together and give
customers more information and a selection that reflects what is
happening in the world," Ms. Cast said.
On a recent afternoon, customers streamed into one of the
company's newest bookstores, in a high-end outdoor mall in San
Jose. A store employee greeted them at the door, explaining that
Amazon only stocks highly rated books -- those with four stars or
more on the site -- in store.
A couple of shelves highlighted top sellers in the Bay Area,
such as "A Man Called Ove" by Fredrik Backman and Paulo Coelho's
"The Alchemist," while another narrowed it down to "Popular Books
of Santana Row," the name of the development in which the store is
located. Amazon borrows from its online features to offer short
customer reviews for nearly every title.
In addition to featuring books by local authors or related to a
local event, something many bookstores do, Amazon stocks other
titles that are popular online with shoppers in the area
surrounding the bookstore, based on its localized data.
For example, Chicago's recommendations included "You are a
Badass: How to Stop Doubting Your Greatness and Start Living an
Awesome Life," by Jen Sincero. Shoppers around the San Jose store
bought "Rediscovering Americanism: And the Tyranny of
Progressivism" by radio host Mark R. Levin. Meanwhile, New Yorkers
were reading Cory Taylor's "Dying: A Memoir."
About a fifth of the San Jose store is dedicated to smart home
devices and other electronics, including Philips lightbulbs and
Bose headphones. Amazon's Kindle e-readers and Echo speakers dot
the store for customers to test.
Eric Jan, an app developer, has visited nearly every day since
the store's opening in August to browse and read. He goes for the
experience, not to buy. He compares the feel of the store to Apple
Inc.'s retail experience. "There's a feeling of exclusivity," says
the 24 year-old. "During the weekends there's a line. You never see
that for a traditional bookstore."
--Heather Haddon contributed to this article.
(END) Dow Jones Newswires
October 13, 2017 05:44 ET (09:44 GMT)
Copyright (c) 2017 Dow Jones & Company, Inc.
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