Amazon's New Site Pushes ShippingBy Evan Schuman | Print
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The new sitecalled Endless.com and focused solely on shoes and handbagswill offer free overnight shipping for all purchases. Could the move start a shipping war?Amazon.com shook up the e-commerce world Jan. 3, unveiling a new site that offers free overnight shipping for all purchases.
The new sitecalled Endless.comis focused on the highly competitive footwear and handbag sector, where sites like Zappos.com have long offered free shipping. But by upgrading the free shipping to overnight, Amazon is trying to shake things up a bit.
Gartner analyst Avivah Litan said the move is indeed daring, but that Amazon.com needs to take a few more chances today than it did a few years ago, when it held a more dominant role.
Other analysts agreed that the move is a good one for Amazon, but it might reveal a slightly more desperate company. "This is a great way to get traffic to the site, but it signifies that either Amazon is willing to take a loss to build trafficmuch like when they started Amazonor they have killer supplier relationships that ensure that they can make a solid margin even with paying for overnight shipping," said IHL President Greg Buzek, who added that the nature of shoes might cost them a lot in returns. "My concern for them is that they are dealing in products here that lend themselves to a touch-and-feel consumer. Unless someone has the specific model number from bricks-and-mortar research so they know what it looks like and feels like, there will be an inordinate number of returns due to size and texture differences."
Paula Rosenblum, from the Retail Systems Alert Group, sees the move as Amazon acknowledging the importance to consumers of free shipping. "Clearly, Amazon uses its customer data and analyst research. Data shows that customers still look for free shipping in their online experience," Rosenblum said. "Offering free overnight shipping guarantees new and existing customers will take a long look at Amazon's new site. A great way to launch a new business."
Amazon officials in charge of the Endless.com site agreed that the competitive realities of the footwear and handbag space forced their hand. "Had we just offered free shipping, we would have had nothing more than our competitors," said Garth Mader, one of the Amazon senior managers in charge of Endless.com.
Mader said the new site logically grew out of Amazon's move into selling shoes in the fall of 2002. To try out some new technology, the company decided to launch it as a new site, rather than add to Amazon's already overflowing site. "No other single product in the apparel space has been more successful" than shoes, Mader said.
Amazon.com is also keeping its people close to their talking points. In an interview with eWEEK.com Jan. 3, Mader said the company wanted to start the new site from scratch. "We wanted to take out a fresh, clean piece of paper," he said. About 90 minutes after Mader made that comment in the interview, the Associated Press ran a story quoting Steven Goldsmith, vice president of apparel and accessories for Amazon.com and vice president of Endless.com, saying, "We started with a blank sheet of paper."
Online shoe sales were estimated to reach $2.9 billion in 2006 and are expected to almost double to $5.7 billion by 2011, according to Forrester Research figures.
Amazon's move follows a similar effort by The Gap, which in mid-October rolled out Piperlime.com, launching with about 100 shoe brands. By comparison, Amazon launched its site with about 250 brands and "more than 15,000 styles of shoes," Mader said.
Another pricing differentiation is that Endless.comwhich went live Dec. 11 but wasn't announced until Jan. 3is touting a 110 percent price guarantee, where the site will pay any customer a 10 percent convenience check and refund the full sale price if they can find a better price on any non-auction site within 14 days.
"It really needs to be the same size, the same color, the same style, and it needs to be in stock" and it "applies to Web sites only," Mader said. Asked about the possibility of consumers creating their own Web sites and typing in a low price, Mader said he wasn't too concerned and Endless.com is imposing no restrictions on the kind of Web site the sale appears on. "We're going to be listening and watching and seeing what happens," he said.
A 365-day return policy is fairly standard with shoe sites and Amazon's policy requires that the shoes be returned "in their original condition" and "cannot be showing any streetwear."
The site itself has some capabilities that differ from the core Amazon site, such as automatic detailed Zoom features for all products. The site also promises that only items that are in stock will be shown, with a system that instantly deletes a product once it goes on backorder.
Endless.com also gets creative with ways to do searches by sizes (including heel size), styles, color and vendor, even allowing shoppers to search multiple criteria simultaneously.
"If a customer would like to conduct a search for gold and red ballet flats by Jessica Simpson, Steve Madden and BCBGirls in a size 8 and an 8.5, or conduct a different search for men's oxfords by Bruno Magli and Kenneth Cole in size 11 within a certain price range, they can," Amazon.com said in a statement.
Retail Center Editor Evan Schuman can be reached at Evan_Schuman@ziffdavis.com.
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