"Local is Power" (feat. Alistair Crane, CEO @ Hero)
Future Commerce · with Alistair Crane · November 15, 2019 · 66 min
Summary
This episode challenges ecommerce operators to leverage their physical retail presence and in-store associates to create a differentiated customer experience. It highlights the untapped potential of local interactions and emphasizes that prioritizing employee expertise and encouraging experimentation can drive significant brand value and customer loyalty, particularly against online-only competitors.
Key takeaways
Implement tools like Hero to bridge the gap between online browsing and in-store associate expertise, enabling live customer interaction via video and chat.
Empower store associates to act as local influencers and content creators, fostering personalized connections with customers and extending the in-store experience digitally.
Strategically invest in local retail spaces and unselfishly experiment with new retail formats and customer engagement strategies, even if immediate ROI isn't obvious.
Recognize that physical stores and knowledgeable employees are significant assets that can provide an experiential advantage over online-only retailers.
Focus on delivering authentic local experiences that encourage online customers to visit physical stores, transforming digital interest into footfall.
We all need Heroes - and Alistair Crane and recurring guest Ingrid Milman Cordy join us today to talk about how any retail business can become a Hero to their customers. PLUS: Shoptalk's own Zia Wigder joins us to talk about their decision to program only female speakers in their 2020 event. Listen now!
What does this episode say about retail & omnichannel?
Implement tools like Hero to bridge the gap between online browsing and in-store associate expertise, enabling live customer interaction via video and chat.
What does this episode say about brand & content?
Empower store associates to act as local influencers and content creators, fostering personalized connections with customers and extending the in-store experience digitally.
What does this episode say about customer retention?
Strategically invest in local retail spaces and unselfishly experiment with new retail formats and customer engagement strategies, even if immediate ROI isn't obvious.
What does this episode say about founder & leadership?
Recognize that physical stores and knowledgeable employees are significant assets that can provide an experiential advantage over online-only retailers.
What does this episode say about retail & omnichannel?
Focus on delivering authentic local experiences that encourage online customers to visit physical stores, transforming digital interest into footfall.
