Introduction

ASOS.com is the UKs market leader in online fashion retailing. It offers own-label,
branded fashion and designer goods. Its headquarters are in Camden Town in North London.
ASOS.com originally stood for As Seen on Screen. The company was set up in June 2000 with
just two people to bring the latest fashion trends to shoppers as quickly as possible. It has
rapidly grown to become the UKs largest independent online fashion retailer. It stocks over
22,000 product styles on its website and introduces up to 1,000 new products to its ranges
each week. The ASOS.com website attracts over five million visitors a month and the company
currently has around 1.2 million active customers (that is, people who have bought in the last
six months). It was named Online Retailer of the Year in 2008 by Retail Week Awards.
ASOS.com provides high fashion clothing for women, men and children, as well as footwear,
accessories, jewellery and beauty products. It aims these primarily at a target audience of
16-34 year olds. However, as the company continues to grow and diversify its product ranges
and increase awareness, it appeals to a much wider online fashion market. Over 20% of its
current customer database is aged over 35. Each week ASOS.com delivers 70,000 packages
to the homes of its online customers.
ASOS.com has been able to exploit the increasing popularity of online shopping to help the
business grow. According to research from IMRG UK, an organisation which tracks online sales:
around 50% of 1624 year olds buy clothes online more than once a month
30% of women have bought clothes online
the total UK online spend in 2007 was 42.0 million
there were 26 million UK online shoppers in 2007.
Online shopping provides customers with the convenience of making purchases whenever
and wherever they like. ASOS.coms use of technology helps to increase sales by providing
easy navigation around the website and helpful tools like the catwalk option so items can be
seen on moving models. The business also benefits from its visionary approach to traditional
retailing by not having high street stores. This keeps its staffing and property costs down.
This case study shows how ASOS.com uses the product life cycle to ensure its product
portfolio continues to meet the needs of its customers and provide up-to-date fashions in
the fast-moving online retail industry.
The product life cycle
The product life cycle shows the stages a product goes through over time in relation to its
sales. Whilst individual products have their own life cycles it is important also to understand
wider market trends. The retail market also follows a life cycle. In the UK the total retail
market is in a mature state with growth slowing down. Retailers have to compete hard, shown
by declining sales in high street stores.
25
The product life cycle
and online fashion
www.thetimes100.co.uk
CURRICULUM TOPICS
Product life cycle
Extension strategies
Boston Matrix
Promotion
GLOSSARY
Retailing: providing activities
related to selling goods or
providing services for the final
consumer.
Target audience: group/s that
promotional communication
messages are aimed at reaching.
Product portfolio: the range of
products developed by an
organisation.
Womenswear 61%
Womens non-clothing 20%
Beauty 2%
Menswear 17%
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In contrast, the online retail industry is a young market still showing huge growth since its
introduction period between 1998 and 2002. Between 2004 and 2007, total retail growth
was just 4.6%, whereas online retail grew by over 130% in the same period. One of the big
changes that occurred was a move by businesses from selling from a catalogue to direct
selling online. This is clearly illustrated by the growing market share of ASOS.com.
In the fashion industry there is a fairly short product life cycle because trends and tastes
change regularly. For example, the ASOS.com website features a range of own-brand dresses
which are a must-have fashion item for the summer of 2009. The product life cycle for an
ASOS.com own-brand dress typically follows the following sequence:
Introduction The dress is made available to customers on the website. Fashion leaders
adopt the new item. ASOS.com initially gives a lot of prominence to newly launched
products on its website, for example, by having links directly to these items from the
homepage and weekly newsletters.
Rapid growth ASOS.com needs to ensure adequate stocks so as not to disappoint
customers. Once the item moves into the growth stage it tends to promote itself as
customers see the item in newspapers and magazines.
Maturity At this stage, ASOS.com will remind people about the product online, through for
example, trend features on the website and in its newsletter. It may order more stock to ensure
supply. For example, one dress from the summer 2008 collection is still selling well and has
regular repeat orders.
Saturation At this point, ASOS.com may decide to reduce the price to clear remaining
stock. Sales provide an opportunity to make space in the warehouse for new products.
Decline people become tired of the item or it is replaced by a new product. Fashion and
trends have moved on.
There is a stage to the life cycle before the
product is introduced Development. In this
phase, the ASOS.com buying team choose
materials, styles and colours to produce a
dress design. Suppliers then produce and
distribute the goods to ASOS.coms warehouse
in the UK ready for introduction to the market.
ASOS.com regularly introduces new products as customers demand the latest trends they have
seen in magazines and on fashion catwalks. Introducing a new product involves considerable
costs:
New stock needs to be purchased.
The website needs to be updated with pictures of the new fashionable items.
The ordering system needs to be updated.
The items need to be promoted through the website, newsletter and magazine.
There is the risk of an item selling poorly.
At the start of the life cycle, costs for a new product will be high whilst revenues are low.
However, during the growth period revenues start to outstrip costs and contribute to the business
profitability. The life cycle in fashion can be a matter of days. Limited 100 a collection
created in collaboration with students at London College of Fashion sold out in five hours.
Purpose of the product life cycle
Knowledge of how the life cycle works is particularly important for a company like ASOS.com.
The fashion industry is fast-moving and the individual product life cycles may be seasonable.
This means that some items will only sell well during parts of the year. In addition, the lead
time on the production and buying process means that ASOS.com must plan a season
ahead. Fashion designers launch their new clothes collections in the same way. So, during
winter 2008, ASOS.com would already have chosen and been planning for the promotion of
its summer 2009 collection.
GLOSSARY
Maturity: the stage in the
product life cycle when there is
little room for expansion because
most or all of the target market is
saturated.
Saturation: a period in which
there are too many units of a
product, or of similar products, on
the market so sales stop increasing
or the rate of increase slows down.
Revenues: the total value of sales.
Profitability: money which is
earned in trade or business,
especially after paying the costs of
producing and selling goods and
services.
Lead time: the time taken from
receipt of order details from the
customer to receipt of the ordered
goods at the customer.
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Feb 06 Jun 06 Oct 06 Feb 07 Jun 07 Oct 07 Feb 08 Jun 08 Oct 08 Feb 09
2.0%
3.0%
4.0%
5.0%
6.0%
5.53%
Monthly
market
share
Introduction Growth Maturity Decline
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However ASOS.com enjoys an extended product life cycle due to the fact that the business
has a large international market. In the southern hemisphere the seasons are the other way
round to the UK. This, combined with an increasing trend to take winter holidays in sunny
countries, means that summer items, such as swimwear, sell right through the year. Other
items sell at unexpected times. For example, Ugg sheepskin boots would normally be
considered a winter product. However, a few years ago, celebrities wearing them at pop
festivals in the summer means they now sell all year round. As an online retailer, ASOS.com
is not restricted in terms of space. It can offer products at times when high street retailers
have to send certain categories of goods back to the warehouse. For example, ASOS.coms
Holiday Shop performs very well at Christmas time.
Understanding the product life cycle also gives ASOS.com managers greater control.
They are able to predict when revenue will flow in and calculate the profitability of product lines.
They can plan the introduction and withdrawal of products. Some product lines will be
highly seasonal. Other products such as classic blue jeans will have much longer life
cycles and provide regular long-term revenue for the business. Managers therefore need to
plan the appropriate type and level of promotion for different products.
They can support products through the entire life cycle. They can plan pricing strategies to
extract as much revenue as possible at every stage. For example:
- promotional discounts can be used to encourage large numbers of people to
purchase a new product when it is launched
- premium pricing may apply to a new limited edition dress
- price reductions are often used at the end of the life cycle when the item is less popular
and sales are declining.
Promotion
Promotional activity helps a business to provide potential customers with information about its
products with a view to making a sale. ASOS.com is a market-orientated company.
ASOS.coms Customer Relationship Management system helps it to understand its
customers and their buying patterns. This means how different age groups and most importantly,
how different attitudes affect what appeals to customers and influences how they will spend their
money. User information enables ASOS.com to target its promotional activity. ASOS.com
gathers information about its customers and what types of fashion they like from its website
registrations. For example, two women of the same age can have entirely different purchasing
habits and fashion styles. This information helps ASOS.com decide where and how it will
promote its products. ASOS.coms Public Relations department will target advertising to a broad
range of publications simultaneously, such as Harpers Bazarre, Vogue, Elle, GQ or The Times
newspaper. As part of online registration, customers provide email addresses. ASOS.com sends
out email newsletters with updates about new products and offers twice a week to over
2.7 million customers.
By analysing a database of what its customers typically buy and how often they purchase,
ASOS.com is able to target promotions directly at particular segments of customers.
ASOS.com estimates what products will appeal to individual customers. It then targets
promotions to customers on an individual basis. For example:
a younger customer who has in the past bought low-rise jeans may also be interested in
buying a fitted leather jacket
a customer who has bought a dress from ASOS.coms Black range of products may also
have the spending power to buy designer shoes and handbags.
Measuring the response to promotional activity is very important. A number of key
performance indicators are used to measure effectiveness. When ASOS.com sends
customers emails about a new product, such as blazers, it needs to know:
how many of these emails are opened
whether they are clicked through (read to the end)
how many of these convert into sales.
From evaluating these figures, ASOS.com can get a picture of how many customers are
exposed to this promotional method and what sales are being generated as a result. Other
important measures include the number of people using and purchasing from the ASOS.com
website. If use is high and growing, it shows continued growth of the market.
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www.thetimes100.co.uk
GLOSSARY
Promotion: making products and
services better known through a
range of activities.
Discounts: a percentage
reduction in a price or charge.
Premium pricing: the practice
of setting prices at the top end of
the market range, on the basis of
the high quality offered.
Market orientated: when a
company bases its activities on
customer needs.
Customer relationship
management: methods used by
a business to manage relationships
with customers.
Segments: part of an overall
market comprising a group of
consumers with common
characteristics.
Key performance indicators:
financial and non-financial
measures to monitor performance
across a range of activities within a
function, department or role.
Unique users
Registered users
March 2008
3.0 million
1.6 million
March 2009
5.6 million
2.3 million
% increase
+90%
+43%
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Extension strategies
ASOS.com makes it easy for people to buy online as it has a huge range of own-brand,
high street and designer labels on one website with a single basket check-out ordering
service. Leading clothes designers and fashion houses choose to sell their clothes through
ASOS.com because they know that this is a good way to reach a wide, international audience
and generate revenue. ASOS.com is continually seeking to outperform its competitors and
increase its market share. It does this by providing customers with choice, value, service
and fashion credibility. It also needs to be aware of how the life cycle of its entire product
range can be managed and extended to maximise revenues.
The Boston Matrix model helps ASOS.com to assess the value of product categories and plan
strategies to manage them.
Poor performers such as last seasons items that are now in decline or products that fail to
launch are referred to as Dogs sales are poor and profits low.
Question Marks are new items that have been launched and may do well.
Stars are the items that are growing quickly and could go on to make a lot of money.
Cash Cows are items which are good earners and have been so for a while. For example,
basic T-shirts and ASOS.coms own-label dresses continue to be popular year after year.
These items have reached maturity and stayed there.
ASOS.coms challenges are to:
convert the Question Marks and Stars into Cash Cows of the future by increasing or
extending promotion
manage the Dogs either by removing the item and cutting costs or reducing the price to
sell quickly or re-using the materials in these garments to make new ones.
The profits earned from Cash Cows can be used to develop and promote Stars and
Question Marks.
Conclusion
Fashion is a rapidly moving market. ASOS.com demonstrates the growing trend for online
shopping with increasing numbers of visitors and purchases on its website year-on-year.
ASOS.com meets the needs of its target audience by providing an exciting and continually
updated website with regular new fashion items. Being able to target customers through
personalised customer communications is a vital aspect of its promotion strategy.
It also continues to enhance the range of product areas it offers, such as kidswear and
maternity clothes, launched in 2008 and 2009 respectively. ASOS.com also continues to
develop the range of services it offers, for example, its Style with substance initiative ensures
customer emails are responded to within one hour. By understanding its customers needs
and the life cycle of its products, ASOS.com is able to provide a product offering which
ensures customers keep returning to the ASOS.com website.
Questions
1. What do you understand by the term product life cycle? Illustrate your answer using an
example of a fashion item that you have bought.
2. How is knowledge of the product life cycle useful to managers in planning the launch and
ongoing support for new products?
3. Using the ASOS.com website, analyse the types of approaches that might be adopted
when promoting a clothing range online.
4. What considerations should ASOS.com take into account when deciding whether to
spend more on promoting particular products? Refer to the Boston Matrix when answering
this question.
GLOSSARY
Market share: the percentage
of sales within a market that is
held by one brand or company.
www.thetimes100.co.uk
www.asos.com
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Low Market Share High
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Star
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A good market but will the product do well in it?
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