連鎖效應／店面成負債 顧客是資產
2018/7/26
<p class="MsoNormal"><a name="OLE_LINK27"></a><a name="OLE_LINK26"></a><a name="OLE_LINK25"></a><a name="OLE_LINK24"></a><a name="OLE_LINK23"></a><a name="OLE_LINK22"></a><a name="OLE_LINK21"></a><a name="OLE_LINK20"></a><a name="OLE_LINK19"></a><a name="OLE_LINK18"></a><a name="OLE_LINK17"></a><a name="OLE_LINK16"></a><a name="OLE_LINK15"></a><a name="OLE_LINK14"></a><a name="OLE_LINK13"></a><a name="OLE_LINK12"></a><a name="OLE_LINK11"></a><a name="OLE_LINK10"></a><a name="OLE_LINK9"></a><a name="OLE_LINK8"></a><a name="OLE_LINK7"></a><a name="OLE_LINK6"></a><a name="OLE_LINK5"></a><a name="OLE_LINK4"></a><a name="OLE_LINK3"></a><a name="OLE_LINK2"></a><a name="OLE_LINK1"></a><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK6;"><span style="mso-bookmark: OLE_LINK7;"><span style="mso-bookmark: OLE_LINK8;"><span style="mso-bookmark: OLE_LINK9;"><span style="mso-bookmark: OLE_LINK10;"><span style="mso-bookmark: OLE_LINK11;"><span style="mso-bookmark: OLE_LINK12;"><span style="mso-bookmark: OLE_LINK13;"><span style="mso-bookmark: OLE_LINK14;"><span style="mso-bookmark: OLE_LINK15;"><span style="mso-bookmark: OLE_LINK16;"><span style="mso-bookmark: OLE_LINK17;"><span style="mso-bookmark: OLE_LINK18;"><span style="mso-bookmark: OLE_LINK19;"><span style="mso-bookmark: OLE_LINK20;"><span style="mso-bookmark: OLE_LINK21;"><span style="mso-bookmark: OLE_LINK22;"><span style="mso-bookmark: OLE_LINK23;"><span style="mso-bookmark: OLE_LINK24;"><span style="mso-bookmark: OLE_LINK25;"><span style="mso-bookmark: OLE_LINK26;"><span style="mso-bookmark: OLE_LINK27;"><span style="mso-bidi-font-size: 12.0pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial;">經濟日報【李培芬】</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">開店是連鎖五大失血點之一，所謂的黃金店面，其實已經是負債而不是資產，當固定成本持續攀高，精華商業區門市必須要靠企業行銷補貼才能存在時，開店的意義何在？</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">若經營店只賺到了面子，是不能長久的。某業者最近關閉</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: 'Arial',sans-serif; mso-fareast-font-family: 微軟正黑體; mso-bidi-font-family: Helvetica;" lang="EN-US">20</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">％的門市，引起業界耳語，但若進一步再關閉</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: 'Arial',sans-serif; mso-fareast-font-family: 微軟正黑體; mso-bidi-font-family: Helvetica;" lang="EN-US">55%</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">的店，將更為有利，因為這是線上業者的線下體驗店，只做服務並不提供交易，階段目的達成後退場，情理中事。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">會關店的是師傅，會開店的是徒弟！</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">尤其若開店的目的不是為了營收時，更必須按計畫閉店。連鎖營運有五大功能型店舖並非只為創收而開設，即：標準店、教育訓練店、實驗店、旗艦店和未來店，功能目的已達，閉店是必然。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">不要有店數迷思，店數是負債，顧客數才是資產，尤其對於零售業而言。顧客上門提袋和箱子寄到家中，都能滿足購物的需求時，實體場景就不能只是賣場。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">大陸永輝超市「超級物種」店，就是改變場景的案例，弱化零售賣場，凸顯餐飲場景，從傳統綜合零售業，變異為餐飲</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: 'Arial',sans-serif; mso-fareast-font-family: 微軟正黑體; mso-bidi-font-family: Helvetica;" lang="EN-US">+</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">零售，業態創新性高，徹底顛覆超市主題。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">線上線下同步感知顧客流量正在減少，一波波「簡單生活」、「理性消費」運動，加上供過於求，消費需求降至新低，流量稀缺正在改寫消費結構。吃飯這件事，似乎成為唯一的剛需。需求被擁有吞噬，消失的買氣使促銷成為惡性循環，在在加速店數成為一項負資產。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">別說懶得逛街，就連動動手指，都缺乏必要性，此時低價就是毒藥，將進一步侵蝕企業利潤。必須認清顧客召回或喚醒才是唯一的出路，顧客流量已是一項稀缺資源，再也不是理所當然！</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">經營命題重新設定，問自己五個更好的問題：顧客數愈多愈好嗎？新客熟客比例是多少？轉介紹比率和平均客單價那個更重要？靠零利潤，甚至負利潤交換營收對嗎？以及消費頻率是無法改變的嗎？</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">使人們減少到超市購物頻率的，真的是因為網購的普及嗎？替代超市的其實是便利店和社區量販店；相對傳統量販店的利潤下降，是因為網路商店的低價競爭嗎？傳統量販店主要的利潤侵蝕，來自於有業者賺的是會員費不賺毛利。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">當遊戲規則被改寫，商業模式重新組合，新的利潤增長點移轉，企業應該體認到淘汰自己的，不是時代、不是網軍，而是自己。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">流量可以創造，正視顧客體驗才是經營的重點，應該設計的不只是裝潢風格，接觸點的互動、服務、流程等更需要設計，當場景改變，服務和流程不變，才是連鎖經營最大的致命傷。</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">《匱乏經濟學》書中經典名言：「富裕吸引富裕、匱乏吸引匱乏」，顧客流量的減少正是經營優質流量的開始！</span></p>
<p class="MsoNormal" style="margin-top: 9.0pt; mso-para-margin-top: .5gd; text-align: justify; text-justify: inter-ideograph; line-height: 23.0pt; mso-line-height-rule: exactly; tab-stops: 6.0cm;"><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">（作者是行政院就業安定基金委員</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: 'Arial',sans-serif; mso-fareast-font-family: 微軟正黑體; mso-bidi-font-family: Helvetica;" lang="EN-US">/</span><span style="font-size: 13.0pt; mso-bidi-font-size: 13.5pt; font-family: '微軟正黑體',sans-serif; mso-ascii-font-family: Arial; mso-hansi-font-family: Arial; mso-bidi-font-family: Helvetica;">社團法人台灣服務業發展協會總顧問）</span></p>