DSW Execs on the Retailer's Transformation, Future of the Industry
Total Retail Talks · with Roger Rawlins and Jared Poff · October 9, 2017 · 16 min
Summary
DSW's CEO and CFO outline their strategy for retail transformation, focusing on integrating physical stores with digital demand, innovative loyalty programs, and proprietary technology to enhance customer experience. This episode provides a valuable look into how a major footwear retailer addresses the evolving landscape of omnichannel retail and customer engagement.
Key takeaways
Leverage physical store locations as micro-fulfillment centers for online orders and returns to optimize supply chain efficiency and improve customer convenience.
Redesign store layouts to create curated product stories and engaging customer experiences, moving beyond traditional merchandising.
Develop innovative loyalty programs that include value-added services like product rental or repair to differentiate and increase customer lifetime value.
Invest in proprietary technology to empower sales associates with tools that facilitate customer discovery and decision-making, bridging the gap between digital and in-store experiences.
In episode 113 of Total Retail Talks, recorded at Shop.org last month in Los Angeles, DSW's CEO, Roger Rawlins, and CFO, Jared Poff, discuss the footwear retailer's new brand mission, which is focused on building engaging customer experiences, distorting traditional assortment, enabling associate product knowledge, and improving operational execution. Rawlins and Poff provide details on…
What does this episode say about retail & omnichannel?
Leverage physical store locations as micro-fulfillment centers for online orders and returns to optimize supply chain efficiency and improve customer convenience.
What does this episode say about customer retention?
Redesign store layouts to create curated product stories and engaging customer experiences, moving beyond traditional merchandising.
What does this episode say about product & merchandising?
Develop innovative loyalty programs that include value-added services like product rental or repair to differentiate and increase customer lifetime value.
What does this episode say about ai & automation?
Invest in proprietary technology to empower sales associates with tools that facilitate customer discovery and decision-making, bridging the gap between digital and in-store experiences.
