What went wrong for Sears Canada: Experts weigh in
BNN, 6 Oct. 2016 (h/t Retail Insider)
Worth a read. I don't entirely agree with each of the experts interviewed for this piece - although each of them is dead-on-the-money with at least one point they make. For example, at least a couple of these experts claim that Sears Canada was late/too timid with e-commerce. But, of course, Sears.ca in the day had an unparalleled selection and customer experience in Canada, at a time when Amazon.ca was limited to books and DVDs, when Walmart and other American retailers had no Canadian e-commerce presence to speak of, and when Canadian retailers like Canadian Tire and Hudson's Bay were actually shuttering their online stores. Despite what David Zietsma claims in the piece linked above, Sears was initially fairly bold in its attempts to migrate its catalogue business online. The problem is that investment in Sears.ca, as with the chain as a whole, ground to a halt, and it withered like its bricks-and-mortar counterparts. Sears was neither late nor timid, at least initially, but Sears.ca had its legs cut out from under it.
In contrast, Jim Danahy, CEO, CustomerLab, probably has the best assessment of what went wrong:
“Nothing ‘went wrong’ because Sears’ demise was no accident. Some have called it a 10-year train wreck, but it was actually a deliberate, controlled dismemberment of the company since it was acquired by the current ownership group.”
“Management has acted consistently to siphon-off value by selling Sears in pieces rather than investing in the financial and human capital that HBC, Walmart and others were putting in to their operations to succeed.”
“Specifically, their pattern began immediately after the acquisition with share buy-backs rather than re-investment of profits into retail fundamentals, and it expanded to include the sell-off of the company’s most productive real estate assets and brands over the ensuing years.”
“What may be the most remarkable feature of this sad story is how skillfully the owners used lame turnaround promises to keep the vultures at bay, and the cadaver alive throughout a decade-long harvest of limbs and vital organs at premium prices. The current death rattles are little more than spooning out the remaining bits of marrow.”