Retail Remix

Last Mile has evolved from an operational concern, to a core component of the customer experience. Essential retailers have successfully pivoted to offer flexible fulfillment options, such as curbside pickup, while e-Commerce giants like Amazon are bolstering their workforce and partnerships to fulfill their delivery promises. These initiatives leave other retailers asking: How can we keep up? During this episode of Retail Remix, host Alicia Esposito sits down with Dan Eblagon, CMO of Bond, a company that helps brands (largely DTC ones) optimize the Last Mile experience. They discuss:

• The long-term impact of curbside commerce;
• How operations, marketing and experience team can collaborate on Last Mile initiatives; and
• Ways brands can surprise and delight customers through delivery and fulfillment.

RELATED LINKS

• Learn more about Bond
• Download Retail TouchPoints' latest Last Mile Survey

Astound Commerce is a digital commerce company that has worked with top brands, including L’Oréal, Under Armour and Jimmy Choo. To understand how these and other brands must adapt and evolve in light of the pandemic, the company studied consumer sentiment and shifting habits during the crisis. During this episode of Retail Remix, host Alicia Esposito sits down with Vanessa Cartwright, Chief Client Success Officer, to unpack key findings from the report, as well as:

• The long-term influence and staying power of key COVID-19 trends;
• Critical experience and logistical gaps that brands need to address to drive conversions and loyalty;
• Which categories have the most opportunity to innovate and differentiate in this new climate; and
• How Astound Commerce is expanding its offerings to better serve the retail community.

RELATED LINKS

• Learn more about Astound Commerce
• Download the COVID-19 And The Consumer study

As a principal at Eastbanc, a prominent retail landlord in the Georgetown neighborhood of Washington DC, Philippe Lanier has been having a lot of conversations with retail partners. Through steady communication, Philippe and his tenants are determining the best way to navigate current realities, and develop a forward-looking plan for success that revolves around serving shoppers in the best way possible. During this episode, he and host Alicia Esposito discuss:

• How the mall experience will evolve to be more localized and tech-enabled;
• Why collaboration is central to landlord and retailer success; and
• How the dynamics of these relationships, including lease agreements, will need to evolve moving forward.

RELATED LINKS

• Learn more about Eastbanc
• See Philippe's insights in a recent Retail TouchPoints feature

During the National Retail Federation's 2020 BIG Show, host Alicia Esposito had the chance to sit down with Bob Phibbs, the Retail Doctor, and Carol Leaman, CEO of Axonify. While the conversation was insightful, zeroing in on the fact that associates were tasked to do more than ever, the current situation has completely re-framed the conversation. That is why Alicia caught up with Bob and Carol to expand upon their first conversation, and dig into some of the new realities of workforce engagement and empowerment. Listen in to get Bob and Carol's takes on:

• The future role of the store associate;
• The greater need for a breadth and depth of employee training;
• Whether curbside and other fulfillment models will shift workforce priorities; and
• Why empathy training and soft skills are more important than ever.

RELATED LINKS

• Blog: Retail Is Not Dead – Sharing True Stories of Hope For Retail Stores 
• Blog: Reopening Retail Stores - Tell Shoppers What’s Changed Before Arrival 
• Article: Employee And Management Upskilling Must Go Beyond New Safety Protocols
• Article: 4 Things Every Retailer Should Be Considering Right Now

As retail stores begin to reopen, business leaders are thinking more critically about the future of the in-store experience. What is the best way to build consumer trust and make them feel at ease about going into a store? How can brands creatively bring the best of digital and physical experiences together without forcing them into an uncomfortable experience? During this episode of Retail Remix, Sam Zietz, CEO of GRUBBRR, shares his thoughts on:

• Overarching trends and concerns that span retail, restaurant and stadiums;
• How associate roles will evolve to balance service and sanitation;
• How technology will help create a contactless commerce experience; and
• Ways to ensure in-store tech doesn't lead to data gaps in stores.

RELATED LINKS

• Learn more about GRUBBRR
• Visit the GRUBBRR site

For many years, the Internet of Things (IoT) got a lot of buzz. Smart home and store technology illustrated the value of connecting devices and data. However, most IoT use cases have revolved around improving efficiencies, reducing energy consumption and tracking inventory throughout the store. Experience use cases are not as widely known which ultimately, creates new opportunities for brands to innovate and differentiate.

During this episode, host Alicia Esposito sits down with Cameron Worth, the Founder and CEO of SharpEnd, an agency focused on IoT strategy and application. They discuss:

• Different experience applications of IoT;
• Best-in-class examples from different brands;
• Why IoT adoption should always starts with a strategy; and
• KPIs that should be tracked based on brand objectives.

RELATED LINKS

• Learn more about SharpEnd
• Check out some of the IoT applications discussed
• See the latest Retail TouchPoints coverage around IoT

Testing, learning and pivoting haven't necessarily been retailers' strong points. Right before COVID-19 hit, many businesses were still struggling with legacy infrastructures and disjointed processes. These legacy qualities inhibited them from responding swiftly to new consumer behaviors and competitive forces. That is why Elizabeth Elliott, who is a Managing Partner at Columbus Consulting, believes that retailers shouldn't rush to return to the status-quo. Instead, they should strive for continuous transformation, and adopt new ways of communicated and collaborating that have emerged as new realities as a result of the pandemic.

During this episode, Elizabeth and host Alicia Esposito dig into:

• Top-of-mind trends and challenges for Columbus Consulting clients;
• The "seven edicts of transformation";
• How retailers most pivot the way they engage and empower employees internally; and
• The new rules of customer communication, transparency and value creation.

RELATED LINKS

• Learn more about Columbus Consulting
• Access new consumer research regarding COVID-19
• Visit the COVID-19 crisis management page for more resources

Now more than ever, consumers want brands to stand for something. They want authenticity and meaning. But what's the best way for retailers to stand for something when they're facing ongoing uncertainty? Nicola Smith, Founder and CEO of REBEL & REASON, believes that now is the time for business leaders to take risks and find new ways to connect and resonate with their audiences. After all, it may impact their loyalty in the long run.

During this episode, Nicola and host Alicia Esposito chat about:

• What "brand bravery" entails;
• Tactical exercises teams can do to uncover new ideas and unlock new business value; and
• Trends Nicola believes will become standard business practices in a post-COVID world.

RELATED LINKS

• Learn more about REBEL & REASON
• Get more insights from Nicola and her team
• See Nicola in action

Some people run away from change. Others run towards it. Joe Jackman is in the latter group. As the president and CEO of Jackman Reinvents, he helps transform brands, unlock new business value and frankly, make change less scary. And with his latest book, The Reinventionist Mindset, he's providing guiding principles to help retail executives establish a path forward, even in uncertain times.

During this episode of Retail Remix, Joe shares his thoughts on:

• Why change is still so hard for retail executives;
• How to balance historical data and ideation to guide strategy;
• Key lessons from his work with 40+ companies; and
• What a "human-centric" approach transformation really is.

SHOW NOTES

• Learn more about Jackman Reinvents
• Learn more about Joe Jackman
• Order his book

In his role at Target, Chris Walton helped bring "the store of the future" into the cultural zeitgeist. In fact, he led the retailers' Store of the Future project and also served as VP of Merchandising and Home Furnishings on Target.com. The experience sparked some career highs, as well as some critical lessons learned. Now, Chris shares his lessons and commentary on the industry as the CEO and Founder of Omni Talk, one of the fastest-growing retail blogs...and as podcast host.

Using his tenure at Target as the foundation for the conversation, Chris and host Alicia Esposito discuss industry progress and shake-ups, especially amid COVID-19 realities. They dig into:

• The accelerated adoption of contactless commerce;
• A new vision for the future of the store;
• New methods for shopping mall developers to innovate; and

The most exciting examples of innovation in light of store closures and social distancing.

Additional Links

• Check out the Omni Talk blog
• Subscribe to the Omni Talk podcast on iTunes (or wherever you listen to podcasts)
• Watch Chris on YouTube
• Read his insights on Forbes