The recent Wall Street Journal article reports that Kohl’s incoming CEO, Ashley Buchanan, is being urged by shoppers to reverse decisions made by her predecessor. These decisions were aimed at attracting younger customers and streamlining inventory but have seemingly alienated Kohl’s loyal customer base. The article hints at a growing tension between innovation and preserving the brand’s traditional appeal.
Vero’s thoughts on the news:
The situation at Kohl’s highlights the delicate balance between modernization and maintaining an existing brand identity. While pursuing younger shoppers and reducing inventory were strategic moves, alienating the loyal core customer base may have been shortsighted. This underscores the importance of user-focused iteration and data-driven decisions in understanding what both loyal and new stakeholders truly need, ensuring that innovation does not erode trust or brand heritage.
Source: Kohl’s Shoppers Want Its New CEO to Undo What the Last One Did – The Wall Street Journal
Hash: b7a105471ea68cea75fcecefbe7fc5b0ffccee0eaac581f07d88502c468cd971
