Pacific Theft Case Study

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Pacific Loft started as an online retailer near 16 years ago, during the height of the .com revolution. The company’s goal was to compete with the likes of Amazon.com, by offering customers a selection of over 10 million SKU’s. Five years ago, Niblock’s a Fortune 50 home improvement company, purchased Pacific Loft. Niblock’s purchased Pacific Loft to increase their online product offerings to customers, and as part of the company’s extended isle strategy for its brick-and-mortar stores. Niblock’s saw value in Pacific Loft’s product lines that aligned well with their home improvement strategy, like furniture and lighting, but decided to cut product lines that did not align well, like clothing and electronics. This turned Pacific Loft into a pure play online home furnishings retailer with a focus on high-end home furnishings.
Today, Pacific Loft still operates as an independent online retailer. However, the …show more content…
Pacific Loft also benefits from sales on Niblock’s website and from in-store catalog sales.
Customer Relationships:
Pacific Loft has built a reputation for high levels of customer service thanks their well-established Seattle-based customer care center. In addition to regular customer support, the company also offers a concierge personal shopper service that helps customers locate and purchase exact items. Furthermore, the company offers no-hassle returns on all items.
Weaknesses
Staffing and Retention:
Unlike many businesses in the Seattle market that offer competitive salaries and rich benefits to acquire top talent, Pacific Loft offers sub-par wages and benefits to their staff. As a result, the company is unable to hire and retain top talent. The lack of top talent is preventing the company from growing and competing with more successful

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