1. The chapter highlights the importance of customer behavior as a factor that affects the channel system. Discuss the key insights Dawn Robertson drew from her customers’ behaviors that led to the changes she and her team made for Federated Direct.
2. The chapter states that the growth of the Internet and other technologies has affected how retailers and other intermediaries need to change in order to survive. What do you think department stores need to do in order to continue to survive and attract customers?
3. How does the chapter concept of “category management” apply to this video?