Kate Fannin: “We Should Measure ROE — Return on Experience”
Future Commerce
· with Kate Fannin
· November 29, 2024
· 57 min
Summary
This episode emphasizes shifting from transactional thinking to creating meaningful customer experiences. Kate Fannin, a retail and CX expert, introduces "Return on Experience" (ROE) as a vital metric for e-commerce operators to measure. Learn how to foster genuine customer connections in the digital space by drawing inspiration from the curated allure of physical retail.
Key takeaways
Implement 'Return on Experience' (ROE) as a key metric alongside traditional financial indicators to quantify the impact of customer experience initiatives.
Focus on creating memorable customer journeys and emotional connections to transcend transactional interactions and drive loyalty.
Bridge the gap between physical and digital customer experiences by replicating the curated allure of brick-and-mortar retail in your online presence.
Analyze and adopt strategies from brands that excel in customer experience, such as Nordstrom and Estée Lauder, to inspire your own CX improvements.
Retail and customer experience expert Kate Fannin brings brands down to earth for a living, driven by her consulting mantra, “People buy things; they pay for experiences.” Drawing from her career journey across iconic brands like Gap, Nordstrom, and Estée Lauder, Kate offers insightful strategies for curating meaningful customer connections that make even online shopping feel like window shopping in your favorite small town.
Frequently asked about this episode
What does this episode say about retail & omnichannel?
Implement 'Return on Experience' (ROE) as a key metric alongside traditional financial indicators to quantify the impact of customer experience initiatives.
What does this episode say about brand & content?
Focus on creating memorable customer journeys and emotional connections to transcend transactional interactions and drive loyalty.
What does this episode say about customer retention?
Bridge the gap between physical and digital customer experiences by replicating the curated allure of brick-and-mortar retail in your online presence.
What does this episode say about analytics & attribution?
Analyze and adopt strategies from brands that excel in customer experience, such as Nordstrom and Estée Lauder, to inspire your own CX improvements.
