EP61: How to Build a Modern Shopper Experience with Justin Lafoe
Update: 2023-10-11
Description
In this episode, Wendy Liebmann talks to Justin Lafoe, most recently Executive Vice President of Marketing and Merchandising for Trader Joe’s and, prior to that, SVP of Merchandising & Retail, Disney Parks, Experience & Products, where he worked for 25 years.
They discuss:
- How delivering a relevant shopper experience has changed as a result of technology and COVID.
- How deep understanding of changing shopper expectations is essential to building relevant experiences.
- How the role of the physical store is more important than ever.
- Why retail icons, such as Starbucks, known for delivering extraordinary experiences have lost their way.
- How essential it is to engage all constituencies: employees and shoppers in order to deliver a compelling retail experience.
- The challenges to retailers and brands when values are so politicized.
- The role of a company’s culture in delivering the right customer experience at retail.
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