Claim OwnershipCustomer Centric Retailing Podcast
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This podcast is a forum for retail leaders to discuss industry trends, challenges, and the future of customer-centric retailing. We discuss eCommerce, mobile commerce, omnichannel technology, brick-and-mortar operations, culture, innovation, and how all of these elements come together to create customer-centric retailing. Join us to hear the brightest minds in the retail industry share their experiences and thoughts on the most relevant topics today. [To read more follow us on www.hotwax.co]
43 Episodes
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In this episode, our special guest, Suzanne Evans, Vice President and Head of Stores at Tecovas, provides invaluable insights into the pivotal role of hospitality in retail. Emphasizing the significance of fostering team development and nurturing a positive workplace culture, Evans highlights the delicate balance required between effective salesmanship and genuine customer service. The conversation unravels the challenges and opportunities within the retail industry, with a particular fo...
In this episode, our esteemed guest, Neely Powell, CEO of Charleston Shoe Company, discusses her love for brick-and-mortar retail and its emphasis on personal connections and immersive experiences. With 24 years of experience, she contrasts in-person interactions with online shopping, emphasizing the unique community-building aspect of physical stores. Neely's approach goes beyond sales, as she actively supports frontline workers and communities in need, showcasing the broader impact of ...
In this episode, our special guest, John Prothro, President and CEO of Foot Solutions, provides a deep dive into the brand's customer-centric retail model. With an emphasis on service over product, Foot Solutions prioritizes personalized orthotics and footwear solutions, backed by a commitment to customer care and education. Prothro shed light on the brand's innovative use of technology to empower customers, offering online resources and educational materials for informed decision-making.&nbs...
In this episode, our special guest, Nate Skiver, the founder of LPF Spend Management, delves into the intricacies of omnichannel strategies like Ship From Store, managing relationships with logistics partners, and optimizing store fulfillment and shipping strategies for fashion retail brands. Additionally, he touches on the challenges that retailers face when implementing Ship From Store and possible solutions to overcome them.With over 20 years of experience, Nate Skiver has had a prosperous...
In this episode, our special guest, Jamie Schisler, Chief Comfort Officer at Upwest, delves into the unique challenges faced when initiating a brand within a well-established corporation. Additionally, the episode touches on the role of brick-and-mortar stores in retail and the evolving landscape of digital-first brands.Jamie Schisler has more than two decades of experience in merchandising, strategy development, design, marketing, and digital within the retail sector. Jamie's retail journey ...
This episode’s special guest, Nick Nedev, Digital Product Manager for BJ’s Wholesale, discusses the value of inventory explainability and how omnichannel owners leverage this concept to effectively manage their business.How is inventory explainability defined and how do omnichannel owners use this concept to manage their business? What Key Performance Indicators (KPIs) should be employed to measure inventory explainability? How does this information aid in strategic inventory considerations a...
This episode’s special guest, Matthew Lafone, President of The Athlete's Foot, shares key insights and tips on how retail brands can best navigate changing consumer behavior and approach sustainability in retail today.How can retail brands best uplift underserved communities and promote social justice? What's the key to enduring success amid times of change in retail? In what ways can retailers meaningfully mitigate the negative impacts of consumerism by implementing sustainable initiat...
This episode’s special guest, Louise du Toit, President at Ganni, tackles the subject of sustainability in retail and discusses how brands can best minimize their impact on the environment.What does sustainability in retail mean? How many retailers can actually call themselves sustainable, and what are the roadblocks and limitations we need to consider? How can brands make conscious choices in their supply chain to minimize waste?We answer these questions and many more with this episode...
This episode’s special guest, Filipp Labkovskiy, Head of E-Commerce at ECCO Shoes Russia, offers expert tips and meaningful insight into the role of business analytics in creating successful omnichannel strategies.- What steps can retailers take to ensure the implementation of new retail technology goes smoothly? How can retail brands best adapt to meet customers’ ever-changing expectations? How can they harness the power of their OMS to drive conversions and inform marketing strategies? Is B...
This episode’s special guest, Angela Picin, Global Omnichannel and Retail Operations Manager at Roger Vivier, shares key insights and tips from her experience managing the implementation of successful omnichannel retail operations.- What steps can omnichannel retailers take to prioritize a seamless customer experience? How do omnichannel initiatives affect the sales targets that we set for our in-store staff, including both store managers and store associates? What is the process for re...
This episode’s special guest, Fred Schofield, discusses the importance of aligning your eCommerce and in-store operations to create successful BOPIS and ship-from-store omnichannel initiatives.- How can retailers incentivize store associates to champion their greater omnichannel strategy? Should brands attribute online sales to local stores? How should retailers measure KPIs for stores that assist with eCommerce sales? How quickly should stores be expected to have a BOPIS order ready for cust...
This episode’s special guest, Mark Pilkington, discusses the role that omnichannel stores play in next-generation retail and how the classic model of retail is evolving.- What is the role of stores in the increasingly digital landscape of retail? How can we run brick-and-mortar stores like eCommerce? What excites Mark most about the future of retail?- In this episode, we explore these topics and many more with our special guest, Retail Chief Executive and Bloomsbury author Mark Pilkington. Ma...
This episode’s special guest, Worth Darling, discusses the importance of leveraging your stores and store associates to create seamless BOPIS and ship-from-store omnichannel initiatives.- How can retailers implement BOPIS & ship-from-store initiatives without risking the experience of their walk-in customers? Does BOPIS actually increase retail brands’ top-line revenue? Why should retailers take the leap of faith to implement a BOPIS strategy without having all the answers up-front?- We d...
Our special guest, Barbara Thau, joins us to discuss exciting trends in retail with an emphasis on experiential shopping and customer loyalty. How can retailers best leverage social commerce? What loyalty trends are successful in keeping customers engaged? How can retailers best employ technology to delight customers?We ask these questions and more of our special guest, Barbara Thau, senior features editor for CO by the US Chamber of Commerce. As a senior features editor, Barbara often v...
Our special guest, Steve Dennis, joins us to discuss the importance of centering all operations around the customer and eliminating cumbersome silos in order to enable a frictionless experience.What are some of the ways that you think retailers can re-imagine their store layouts to accommodate modern buying behaviors? How should retailers approach measuring success for physical retail? What is Steve’s message for retailers that continue to be resistant to change?We ask these questions and mor...
Our special guest, Greg Buzek, joins us to discuss how retailers can prepare for the post-pandemic retail landscape. What were the major factors that influenced retail success in the pandemic? What sorts of tools and technologies should retailers continue to invest in after the pandemic has completely waned? How can the little guy keep up?We ask these questions and more of our special guest, Greg Buzek, founder and co-CEO of Omni Talk, Founder and President of IHL Group and one of the Fo...
Our special guest, Chris Walton, joins us to discuss the five major trends poised to disrupt the retail industry.What is necessary to make micro fulfillment work? How is computer vision set to shake up the retail industry? Are the big retailers going to completely monopolize the market in the years to come? How can retailers win at social commerce? We ask these questions and more of our special guest, Chris Walton, founder and co-CEO of Omni Talk, one of the fastest-growing blogs in reta...
Our special guest, Ashley Merrill, joins us to walk us through Lunya’s story and how she’s been able to stay agile whilst staying true to the brand.What is the inspiration behind Lunya? How can digitally native brands compete in a hyper-competitive world? How can a brand remain agile without compromising on its mission and story? What are fast-fashion brands really doing to the retail industry?We ask these questions and more of our special guest, Ashley Merrill, founder and CEO of Lunya. Ashl...
Our special guest, Rick Watson, joins us to provide his perspective on the ingredients required to win in a competitive retail environment, and why retailers are approaching KPIs completely wrong. What does omnichannel really mean? How can DTC retailers win? What are the biggest challenges that brick and mortar retailers face as they reopen stores? What are the KPIs that retailers should really be paying attention to?We ask these questions and more of our special guest, Rick Watson, foun...
Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to deliver the best retail customer experience possible.What are the main in store technology retailers should be adopting to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?We ask these questions and more of our special guest, Sylvain Nigra, f...
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