In-Store is the Next Frontier for Digital (Feat. Roland Gossage, CEO of GroupBy Inc.)
Future Commerce · with Roland Gossage · October 15, 2021 · 72 min
Summary
This episode challenges ecommerce operators to rethink the role of physical retail, arguing that in-store experiences are the next frontier for digital brand building. It emphasizes that a strong physical presence, even if exclusive, anchors a brand's vision and drives future digital purchases. The discussion highlights the critical need for seamless online and offline customer journeys, as poor user experiences, whether in-store or online, lead to significant customer loss.
Key takeaways
Invest in unique physical retail experiences that reinforce your brand's vision, even if it creates exclusivity or a 'waitlist' effect.
Optimize both online and in-store customer journeys to be seamless, recognizing that poor experiences in either channel can deter 80% of potential return customers.
Prioritize solving data problems to create a 'golden record' for customer information, enabling personalized product discovery and improved experiences across all touchpoints.
Focus on user accessibility and relevant product discovery on your ecommerce site, as these are more critical than price in today's brand-driven market.
Consider how physical retail can act as a powerful marketing and engagement tool, driving initial brand exposure and influencing subsequent digital purchases.
Today on the show we talk about the store opening of Aime Leon Dore, the good, bad and ugly from Brian’s perspective. PLUS: we’re joined by Roland Gossage to talk about the next generation of site search, and building the customer experience. Listen now!
What does this episode say about retail & omnichannel?
Invest in unique physical retail experiences that reinforce your brand's vision, even if it creates exclusivity or a 'waitlist' effect.
What does this episode say about brand & content?
Optimize both online and in-store customer journeys to be seamless, recognizing that poor experiences in either channel can deter 80% of potential return customers.
What does this episode say about conversion & cro?
Prioritize solving data problems to create a 'golden record' for customer information, enabling personalized product discovery and improved experiences across all touchpoints.
What does this episode say about retail & omnichannel?
Focus on user accessibility and relevant product discovery on your ecommerce site, as these are more critical than price in today's brand-driven market.
What does this episode say about retail & omnichannel?
Consider how physical retail can act as a powerful marketing and engagement tool, driving initial brand exposure and influencing subsequent digital purchases.
