Customer Centric Retailing

In this retail podcast, industry leaders discuss trends, challenges, and the future of customer-centric retailing. We discuss mobile commerce, omnichannel solutions, retail store operations, culture, and how all elements combine together to create customer-centric retailing.

Listen & Subscribe

Customer Centric Retailing Podcast

Customer Centric Retailing

In this retail podcast, industry leaders discuss trends, challenges, and the future of customer-centric retailing. We discuss mobile commerce, omnichannel solutions, retail store operations, culture, and how all elements combine together to create customer-centric retailing.

Listen & Subscribe

Latest Episode

Online marketplaces are the new department stores. But before throwing your products on a marketplace and calling it a day, think about what you are trying to achieve. Do you want access to their user base? If so, make sure you understand the analytics.

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Exciting Trends in Retail With Barbara Thau

August 12, 2021 33:42 mins

Summary

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?

Listen Now

What Makes For Remarkable Retail With Steve Dennis

July 26, 2021 39:31 mins

Summary

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?

 

Listen Now

What Does Post-Pandemic Success In Retail Look Like With Greg Buzek

July 20, 2021 38:06 mins

Summary

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?

Listen Now

5 Retail Trends With Chris Walton

July 9, 2021 39:29 mins

Summary

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?

Listen Now

Staying Agile While Staying True with Ashley Merrill

June 29, 2021 29:28 mins

Summary

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?

Listen Now

Why Data is King With Rick Watson

June 24, 2021 37:56 mins

Summary

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?

Listen Now

The Store of the Future With Sylvain Nigra

June 17, 2021 35:24 mins

Summary

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?

Listen Now

The Evolution of Merchandising with Kenny Anderson

June 9, 2021 43:40 mins

Summary

Our special guest, Kenny Anderson, joins the podcast to discuss how merchandising has and must evolve in order to keep up with modern supply chains, customer expectations, and concerns about sustainability. How has merchandising evolved over the past decade? What is the right balance between online and offline retailing? How can luxury brands best promote sustainability without compromising on profitability?

 

Listen Now

Championing Sustainability & Diversity with Liza Amlani

May 23, 2021 38:30 mins

Summary

Our special guest, Liza Amlani, joins us to discuss the importance of sustainability and diversity in retail. How has the role of the merchant evolved in the past years? How can retailers promote sustainability in fashion without compromising on profit? Is it possible to anticipate demand? How can the retail industry promote and benefit from more diversity? 

Listen Now

How To Avoid Pre-Order Disasters with Sylvain Nigra

May 19, 2021 40:28 mins

Summary

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about how pre-orders ought to work to create excitement and reward loyal customers for their fidelity to your brand. Are pre-orders right for all retailers? What happens when they go south? What is the best way to measure the success of pre-order initiatives?

Listen Now

Really Great eCommerce with Sucharita Kodali

May 11, 2021 38:48 mins

Summary

Our special guest, Sucharita Kodali, joins the podcast to share insights gained over the past decade in the retail industry, with a focus on the online shopping experience. What makes for an excellent online shopping experience? How can retailers gain customer loyalty? What were the factors leading up to the highly publicized Toys R Us downfall and what can retailers learn from that bankruptcy?

Listen Now

Talking Ever-Changing Retail with Sandra Duff

April 29, 2021 36:46 mins

Summary

Our special guest, Sandra Duff, shares her experience as the SVP of Strategy Activation and Operations at Jackman Reinvents to tackle hard topics like technological transformation, operational changes, sustainability, and diversity. How is the grocery landscape changing? How can both retailers and consumers behave in a sustainable fashion without sacrificing convenience and profit? 

Listen Now

The Reason Humans Shop with Nicole Reyhle

April 24, 2021 29:06 mins

Summary

Our special guest, Nicole Reyhle shares her expertise with our audience, focusing specifically on the elements of the in-person shopping experience that keep the customer engaged and how retailers, big and small, can leverage data to better understand their consumers. What draws people to in-person shopping, even in the midst of a pandemic? How can retailers best win loyal, life-long customers? What does an excellent in-person shopping experience look like? 

Listen Now

Why Experience Still Matters with Melissa Gonzalez

April 22, 2021 29:06 mins

Summary

Our special guest, Melissa Gonzalez, joins the podcast to discuss how retailers should rethink their environments and in-store experiences to animate the shopping journey. What should the modern store look like? How should retailers measure the success of omnichannel initiatives such as buy online pick-up in-store? How is the role of the store changing and how can retailers leverage pop-ups to connect with their customers?

Listen Now

What Makes In-Store Shopping Great With Sylvain Nigra

April 19, 2021 29:06 mins

Summary

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 create the best customer experience possible. What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

Listen Now

Retail Localization with George MacDonald

April 15, 2021 29:06 mins

Summary

Our special guest, George MacDonald, brings decades of experience as executive editor of Retail Week to talk about the latest trends in the industry. What does retail localization mean? Are department stores and malls going out of business? What can retailers do to stand apart from their competitors?

Listen Now

Putting The Service in Customer Service with Alison Hop

April 13, 2021 29:06 mins

Summary

Our special guest, Alison Hop, joins us to share her experience as Director of Commerce at the Ministry of Supply. How do retailers such as the Ministry of Supply stand apart from their competitors? Why offer a 100 day return period? What has been the most challenging aspect of the pandemic? Does social media marketing really work?

Listen Now

Beyond Buzzwords with Jason Goldberg

April 5, 2021 29:06 mins

Summary

Our special guest, Jason Goldberg, shares his thoughts on what makes for an excellent shopping experience and where retailers fall short. How has shopping fundamentally changed? What makes for an excellent online experience, and how many retailers have actually mastered it? Is social commerce worth the hype?

 

Listen Now

The RFID Revolution with Ted McCaffrey

March 21, 2021 29:06 mins

Summary

Our special guest, Ted McCaffrey, shares his expertise and experience with RFID retail technology to explain why it’s the future of retail. What is RFID technology and why are retail giants flocking to it? Is it worth the hype? Benefits of RFID? What is RFID used for? and How can retailers, big and small, leverage RFID tags to achieve a more comprehensive and transparent view of their inventory? 

Listen Now

Why Tech Is The Way To Customer’s Hearts with Sylvain Nigra

March 18, 2021 29:06 mins

Summary

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 create the best customer experience possible. What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

Listen Now

Unpacking Retail Transformation with Oliver Banks

March 13, 2021 29:06 mins

Summary

Our special guest, Oliver Banks, joins the podcast to share his experience working with countless retailers on transformation projects to bring them closer to their customers and avoid the apocalypse. What does retail transformation mean? How can brands know if they’re ready for it? Where do you even start?

Listen Now

Mission Critical Supply Chain with Gary Newbury

March 10, 2021 29:06 mins

Summary

Our special guest, Gary Newbury, brings over 30 years of experience in supply chain logistics to talk about the mission-critical challenges facing retailers today. How can retailers keep up with consumer expectations of fast and free delivery without hurting their bottom line? Is in store fulfillment the future for all, or only for some? What are the top challenges in the supply chain faced by retailers today?

Listen Now

The Why Behind The Bankruptcies with George Nahra

March 2, 2021 29:06 mins

Summary

Our special guest, George Nahra, brings decades of experience in executing complex digital retail strategies to discuss the root cause behind the so-called retail apocalypse. Why are all these bankruptcies happening? How can brands stand out from their competition when there are so many options out there?

Listen Now

Blending Art and Science in Retail with Carl Boutet

February 27, 2021 29:06 mins

Summary

Our special guest, Carl Boutet, brings years of experience in retail to discuss the necessary blend between science and art that makes for customer-centricity. How do we rethink the retail experience post-pandemic? Are impulse purchases a thing of the past? What does the future of retail hold?

Listen Now

Letting Go Of Legacy with Cynthia Hollen

February 25, 2021 29:06 mins

Summary

Our special guest, Cynthia Hollen, brings over 20 years of experience in retail to talk about the importance of merging online and offline shopping experiences. Why are retail leaders so unwilling to innovate? Should brick-and-mortar traditionalists be fearing their digitally native counterparts? Is mall-based shopping on its way out?

Listen Now

Breaking Channel Silos With Miya Knights

February 23, 2021 29:06 mins

Summary

Our special guest, Miya Knights, has observed the retail industry from above and within and joins the podcast to provide a fresh view of what omnichannel really means and how retailers can achieve it. What role will new and emerging retail technology play in the modern store? How can retailers change and adapt at the same pace as customers? Is Amazon on its way to monopolizing retail? 

Listen Now

How To Run Operationally Excellent Stores with Rachel Williamson

February 7, 2021 29:06 mins

Summary

Our special guest, Rachel Williamson, brings over 30 years of experience in brick-and-mortar retail to advise our audience on how to provide the best possible in-store experience. In what ways was COVID a blessing in disguise in pushing retailers to adopt customer journeys they should’ve taken on board a while ago? What trends should retailers be skeptical of implementing?

Listen Now

Why Employees Are Key To Customer Centricity with Bob Phibbs

February 4, 2021 29:06 mins

Summary

Our special guest, Bob Phibbs, shares his experience maximizing sales growth for retailers by focusing on the human aspect instead of battling over tech. How do you achieve a truly customer-centric experience? What training is required to build a successful team? How do you unify your online and offline worlds to provide a holistic shopping journey?

Listen Now

The Path To Omnichannel with Chris Walton

January 23, 2021 29:06 mins

Summary

Our special guest, Chris Walton, brings over 20 years of experience in retail to talk about the importance of omnichannel retail and how retailers might actually achieve it. What does omnichannel really mean? How many retailers have actually achieved it? If not, what’s stopping them?

Listen Now

Why Physical Retail Isn’t Dead with Ron Thurston

December 28, 2021 29:06 mins

Summary

Our special guest, Ron Thurston, brings over 25 years of experience in brick-and-mortar retail to enlighten us on the evolution of physical retail and the changing retail culture. How has the retail culture evolved with the rise of eCommerce? Is physical retail dead? If not, how does it have to change to keep up with customer trends and preferences?

Listen Now

What Makes For Remarkable Retail With Steve Dennis

July 26, 2021 39:31 mins

Summary

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?

 

Listen Now

What Does Post-Pandemic Success In Retail Look Like With Greg Buzek

July 20, 2021 38:06 mins

Summary

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?

Listen Now

5 Retail Trends With Chris Walton

July 9, 2021 39:29 mins

Summary

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?

Listen Now

Staying Agile While Staying True with Ashley Merrill

June 29, 2021 29:28 mins

Summary

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?

Listen Now

Why Data is King With Rick Watson

June 24, 2021 37:56 mins

Summary

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?

Listen Now

The Store of the Future With Sylvain Nigra

June 17, 2021 35:24 mins

Summary

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?

Listen Now

The Evolution of Merchandising with Kenny Anderson

June 9, 2021 43:40 mins

Summary

Our special guest, Kenny Anderson, joins the podcast to discuss how merchandising has and must evolve in order to keep up with modern supply chains, customer expectations, and concerns about sustainability. How has merchandising evolved over the past decade? What is the right balance between online and offline retailing? How can luxury brands best promote sustainability without compromising on profitability?

 

Listen Now

Championing Sustainability & Diversity with Liza Amlani

May 23, 2021 38:30 mins

Summary

Our special guest, Liza Amlani, joins us to discuss the importance of sustainability and diversity in retail. How has the role of the merchant evolved in the past years? How can retailers promote sustainability in fashion without compromising on profit? Is it possible to anticipate demand? How can the retail industry promote and benefit from more diversity? 

Listen Now

How To Avoid Pre-Order Disasters with Sylvain Nigra

May 19, 2021 40:28 mins

Summary

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about how pre-orders ought to work to create excitement and reward loyal customers for their fidelity to your brand. Are pre-orders right for all retailers? What happens when they go south? What is the best way to measure the success of pre-order initiatives?

Listen Now

Really Great eCommerce with Sucharita Kodali

May 11, 2021 38:48 mins

Summary

Our special guest, Sucharita Kodali, joins the podcast to share insights gained over the past decade in the retail industry, with a focus on the online shopping experience. What makes for an excellent online shopping experience? How can retailers gain customer loyalty? What were the factors leading up to the highly publicized Toys R Us downfall and what can retailers learn from that bankruptcy?

Listen Now

Talking Ever-Changing Retail with Sandra Duff

April 29, 2021 36:46 mins

Summary

Our special guest, Sandra Duff, shares her experience as the SVP of Strategy Activation and Operations at Jackman Reinvents to tackle hard topics like technological transformation, operational changes, sustainability, and diversity. How is the grocery landscape changing? How can both retailers and consumers behave in a sustainable fashion without sacrificing convenience and profit? 

Listen Now

The Reason Humans Shop with Nicole Reyhle

April 24, 2021 29:06 mins

Summary

Our special guest, Nicole Reyhle shares her expertise with our audience, focusing specifically on the elements of the in-person shopping experience that keep the customer engaged and how retailers, big and small, can leverage data to better understand their consumers. What draws people to in-person shopping, even in the midst of a pandemic? How can retailers best win loyal, life-long customers? What does an excellent in-person shopping experience look like? 

Listen Now

Why Experience Still Matters with Melissa Gonzalez

April 22, 2021 29:06 mins

Summary

Our special guest, Melissa Gonzalez, joins the podcast to discuss how retailers should rethink their environments and in-store experiences to animate the shopping journey. What should the modern store look like? How should retailers measure the success of omnichannel initiatives such as buy online pick-up in-store? How is the role of the store changing and how can retailers leverage pop-ups to connect with their customers?

Listen Now

What Makes In-Store Shopping Great With Sylvain Nigra

April 19, 2021 29:06 mins

Summary

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 create the best customer experience possible. What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

Listen Now

Retail Localization with George MacDonald

April 15, 2021 29:06 mins

Summary

Our special guest, George MacDonald, brings decades of experience as executive editor of Retail Week to talk about the latest trends in the industry. What does retail localization mean? Are department stores and malls going out of business? What can retailers do to stand apart from their competitors?

Listen Now

Putting The Service in Customer Service with Alison Hop

April 13, 2021 29:06 mins

Summary

Our special guest, Alison Hop, joins us to share her experience as Director of Commerce at the Ministry of Supply. How do retailers such as the Ministry of Supply stand apart from their competitors? Why offer a 100 day return period? What has been the most challenging aspect of the pandemic? Does social media marketing really work?

Listen Now

Beyond Buzzwords with Jason Goldberg

April 5, 2021 29:06 mins

Summary

Our special guest, Jason Goldberg, shares his thoughts on what makes for an excellent shopping experience and where retailers fall short. How has shopping fundamentally changed? What makes for an excellent online experience, and how many retailers have actually mastered it? Is social commerce worth the hype?

 

Listen Now

The RFID Revolution with Ted McCaffrey

March 21, 2021 29:06 mins

Summary

Our special guest, Ted McCaffrey, shares his expertise and experience with RFID retail technology to explain why it’s the future of retail. What is RFID technology and why are retail giants flocking to it? Is it worth the hype? Benefits of RFID? What is RFID used for? and How can retailers, big and small, leverage RFID tags to achieve a more comprehensive and transparent view of their inventory? 

Listen Now

Why Tech Is The Way To Customer’s Hearts with Sylvain Nigra

March 18, 2021 29:06 mins

Summary

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 create the best customer experience possible. What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

Listen Now

Unpacking Retail Transformation with Oliver Banks

March 13, 2021 29:06 mins

Summary

Our special guest, Oliver Banks, joins the podcast to share his experience working with countless retailers on transformation projects to bring them closer to their customers and avoid the apocalypse. What does retail transformation mean? How can brands know if they’re ready for it? Where do you even start?

Listen Now

Mission Critical Supply Chain with Gary Newbury

March 10, 2021 29:06 mins

Summary

Our special guest, Gary Newbury, brings over 30 years of experience in supply chain logistics to talk about the mission-critical challenges facing retailers today. How can retailers keep up with consumer expectations of fast and free delivery without hurting their bottom line? Is in store fulfillment the future for all, or only for some? What are the top challenges in the supply chain faced by retailers today?

Listen Now

The Why Behind The Bankruptcies with George Nahra

March 2, 2021 29:06 mins

Summary

Our special guest, George Nahra, brings decades of experience in executing complex digital retail strategies to discuss the root cause behind the so-called retail apocalypse. Why are all these bankruptcies happening? How can brands stand out from their competition when there are so many options out there?

Listen Now

Blending Art and Science in Retail with Carl Boutet

February 27, 2021 29:06 mins

Summary

Our special guest, Carl Boutet, brings years of experience in retail to discuss the necessary blend between science and art that makes for customer-centricity. How do we rethink the retail experience post-pandemic? Are impulse purchases a thing of the past? What does the future of retail hold?

Listen Now

Letting Go Of Legacy with Cynthia Hollen

February 25, 2021 29:06 mins

Summary

Our special guest, Cynthia Hollen, brings over 20 years of experience in retail to talk about the importance of merging online and offline shopping experiences. Why are retail leaders so unwilling to innovate? Should brick-and-mortar traditionalists be fearing their digitally native counterparts? Is mall-based shopping on its way out?

Listen Now

Breaking Channel Silos With Miya Knights

February 23, 2021 29:06 mins

Summary

Our special guest, Miya Knights, has observed the retail industry from above and within and joins the podcast to provide a fresh view of what omnichannel really means and how retailers can achieve it. What role will new and emerging retail technology play in the modern store? How can retailers change and adapt at the same pace as customers? Is Amazon on its way to monopolizing retail? 

Listen Now

How To Run Operationally Excellent Stores with Rachel Williamson

February 7, 2021 29:06 mins

Summary

Our special guest, Rachel Williamson, brings over 30 years of experience in brick-and-mortar retail to advise our audience on how to provide the best possible in-store experience. In what ways was COVID a blessing in disguise in pushing retailers to adopt customer journeys they should’ve taken on board a while ago? What trends should retailers be skeptical of implementing?

Listen Now

Why Employees Are Key To Customer Centricity with Bob Phibbs

February 4, 2021 29:06 mins

Summary

Our special guest, Bob Phibbs, shares his experience maximizing sales growth for retailers by focusing on the human aspect instead of battling over tech. How do you achieve a truly customer-centric experience? What training is required to build a successful team? How do you unify your online and offline worlds to provide a holistic shopping journey?

Listen Now

The Path To Omnichannel with Chris Walton

January 23, 2021 29:06 mins

Summary

Our special guest, Chris Walton, brings over 20 years of experience in retail to talk about the importance of omnichannel retail and how retailers might actually achieve it. What does omnichannel really mean? How many retailers have actually achieved it? If not, what’s stopping them?

Listen Now

Why Physical Retail Isn’t Dead with Ron Thurston

December 28, 2021 29:06 mins

Summary

Our special guest, Ron Thurston, brings over 25 years of experience in brick-and-mortar retail to enlighten us on the evolution of physical retail and the changing retail culture. How has the retail culture evolved with the rise of eCommerce? Is physical retail dead? If not, how does it have to change to keep up with customer trends and preferences?

Listen Now

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