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December 31, 2006


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» Describe Kohl's in one phrase from The Marketing Minute
Paul over at Hee-Haw Marketing took some pretty damning photos at his local Kohl's. He raises some great issues about advertising and saying one thing and living another. Then, Mack Collier picked up the ball and posted this very interesting [Read More]

» Camera phones and marketers from Techno//Marketer
Seth points us via Ben McConnell to HeeHawMarketing's post (man that's a lot of references) showing the devastation at a Kohls store caught on a camera phone. Seth's point is right on. This wouldn't have been a major problem for [Read More]

» User Experience? Why Bother? from Wax on, Wax off
When a marketing blogger sneaks a digital camera into a post-Christmas Kohl\'s you get to see what it looks like when the customer truly doesn\'t matter. [Read More]

» Customer Experience? We Dont Need No Stinking from Utah Tech Jobs
I wish I was a fly on the wall when the CEO of Kohls saw this blog post: Hee-Haw Marketing: HURRICANE KOHLS! Ive got this Kohls right next to my house, and with that proximity, Ill make a stop by every few weeks to check out the sa... [Read More]

» Prediction 8: Everyone's a Critic from Marketing & Strategy Innovation Blog
by: David Polinchock People like to critique you and today have no problem sharing their critiques with the whole world.... [Read More]

» Digital Voyeurism: The New Reality from Out of My Gord
Digital Voyeurism: The New Reality [Read More]

» Kohls and SloppyBusiness from Brett's Blog
If you havent been keeping up with The Dallas Kohls Saga, youve got to read it and get the full story. Its so worth your time. Just read it and then read the two updates at the top. The most recent update is what really take... [Read More]

» What a Mess Tells Customers from 2 Percent Creativity - Marketing and Advertising Insights from a Connected Perspective
Seth's short post today on 60 million mystery shoppers points us to another post from Hee-HawMarketing about the mess that Kohl's department stores are making of their customer's experience. Seth's point is that there are now 60 million cameras out [Read More]

» But what if the blogger is lying? from The Marketing Minute
One of the ways that citizen marketers are really making themselves known is by sharing their consumer trials and triumphs with their blog readers. We experience, through them, how the company does or doesn't respond. We cheer on the wronged. [Read More]

» Real Mystery Shoppers from Marketing & Strategy Innovation Blog
By: Ilya Vedrashko Retailers, beware. The Big Customer is watching you! And takes pictures. And blogs.... [Read More]


That's all true. Last year for Christmas I was given a Kohl's gift card. I'd never been to one before, but I went and checked it out. It was like a bomb went off in the store- crap was everywhere. I couldn't find anything I wanted/ needed, so I gave my wife the card because I didn't plan to ever go back... and haven't yet.

Clearly there are staffing issues; too little or too little motivated. It's a shame because they are going to the cellar this way.



but great pictures. It's a fricking mockery of itself.

Nice investigative work! The Kohl's security creeps will be paying you a visit soon...

Does everyone understand why you WASH everything you buy BEFORE you wear it? Thank you Paul for that helpful reminder!

Ah, the age of show don't tell. Excellent coverage. Do hope Kohl's weighs-in and uses this as an opportunity...being they have front-page coverage here and in Mack's corner (great post that spun-off this one).

Somehow, I'm doubting we'll be hearing much from Kohl's. Any company that lets their stores get that bad (and with Tim, that's three stores in three different states now), probably won't waste their time caring what their customers think about them. They're probably already too busy with their Presidents' Day sale or whatever.

But, thanks to CK, I am now armed with a phone number. We'll bring it to them and see what they say!


Damn, I worked retail for four years and there is no excuse for anything less than an immaculate store appearance. To me this looks like several things working against Kohl's:

1. No store manager responsibility or accountability. If this store's manager hasn't yet been fired, there's no hope of correcting this.
2. Poor or no employee responsibility or accountability.
3. A lack of training.
4. A lack of communications.
5. Careless brand and marketing strategic planning, execution and oversight.

I was just reading about how McDonald's franchises, in the heyday of the company, were subject to random visits by the head honchos (can't remember if it was Kroc or his business partner) to make sure they cared enough about their appearance to clean up their parking lot. Sounds like Kohl's could use a good dose of that.

Lewis- I'm sure the manager there is terrible, but the problem is bigger than him or her. Chris Brown over at Branding and Marketing, and Tim have both experienced the same problem, in two other states. Which means the employees are probably underpaid, and like you said, under trained, and even more, they probably just isn't enough of them.

But, all your points are correct. It's just sad to see companies like this try to take the easy way out, and expect it to be some sort of long term strategy.

Cam, I get the feel that Kroc really loved his job and his customers, and maybe even more, he probably believed in the ideal of Mickey D's, something bigger than just one restuarant. When someone cares so much, it's easy to see that shine through each store. It's a shame there aren't more like that...

So true. I went along with my girlfriend on a recent christmas shopping spree and noticed the same thing. Especially after going to a few other stores first....walking into the Kohl's seemed like a joke. Clothes were a mess, poor signage, zero organization. Finding something there was more a less a practice of accidental discovery. Overall a very poor customer experience.

Eric- Well, that's four accounts so far. It's official, Kohl's doesn't care about customer experience. I put in a call to Kohl's, we'll see when or if they respond...

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