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Urban Outfitters Continuing Case Study

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Unlike other retailers, Urban Outfitters’ marketing nearly begins and ends with the shopping experience itself. The company does little if any advertising, in print or otherwise. Nearly everything rides on producing a unique experience.

Urban Outfitters has been a consistent winner with tight marketing and storefronts that completely set it apart from other retailers. Typically a niche company finds a narrow category in the broader industry where it can outperform larger retailers. Once the consumer is singled out and approached with the right sort of attention, that consumer will respond to the brand. For Urban Outfitters, this meant understanding the psychology of a very specific group of customers and then doing something a big retailer literally could not do: be small and exclusive. But Urban Outfitters did it on a not-so-small scale and without much traditional marketing.

From the beginning, Urban Outfitters used location, the shopping experience, and a certain sense of fashion to sell to people who were somewhat counterculture and certainly not looking for conformity. Originally thought of as the “hip” college crowd, the typical Urban Outfitters’ customer is looking for a sense of differentiation. By all indications, this conception was accidental; when Hayne opened his first 400 sq. ft. store, he probably had no illusions of “chipping away” at JC Penney’s or Sears’ market share. All the same, Hayne essentially invented a category, and discovered that his customers would be willing to pay for that differentiation. His customers not only wanted a unique shopping experience, but to come away with a special or obscure “find.”

Originally, Urban Outfitters’ stores were all located near colleges and universities. The location reinforced the brand image. Even when Anthropologie, an offshoot brand targeted at an older market, was introduced, the company

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