In this episode of Talk Commerce, Rebekah Kondrat, founder of Rekon Retail, shares her journey from working at major brands like Starbucks and Apple to starting her own retail consulting firm. She emphasizes the importance of both operational excellence and customer experience in retail, debunking the myth that retail is dead. Rebekah discusses the significance of integrating online and in-store experiences, the role of employee training in enhancing customer loyalty, and how AI can be utilized to improve retail operations. She concludes with a call to action for brands to embrace retail and avoid pitfalls like paying dark rent.

Takeaways

• Rebekah Kondrat is the founder of Rekon Retail, helping brands open stores.
• Retail is not dead; it is evolving and thriving.
• Operational excellence is as important as product presentation.
• Employee training is crucial for building customer loyalty.
• Integrating online and in-store experiences enhances customer engagement.
• AI can support retail operations but cannot replace human intuition.
• Brands should focus on customer relationships to increase lifetime value.
• Retail experiences should be both utilitarian and enjoyable.
• Avoid paying dark rent by planning retail strategies carefully.
• Rekon Retail is dedicated to helping brands succeed in retail.

Chapters

00:00
Introduction to Retail and Customer Experience

03:40
Rebecca's Founder Story and the Birth of Recon Retail

07:17
The Belief that Retail is Alive

09:00
The Importance of Client Telling in Retail

12:25
Retail as Utility vs. Retail as Experience

15:15
The Shift in Client Telling Across Brands

17:27
The Role of Employees in Customer Experience

20:10
AI in Retail: Enhancing Customer Experience

25:03
Closing Thoughts and Future of Retail