"Our special guest this week is Amit Sharma, Founder & CEO at Narvar, the post-purchase platform for e-commerce. Amit brings tremendous experience to his current role, having held leadership positions at Williams-Sonoma, Walmart and Apple. Narvar was recently named to Fast Company's annual list of most innovative companies.
We unpack why so much of the industry's historical focus has been on demand generation and customer acquisition while largely neglecting customer retention and engagement throughout the whole customer lifecycle. In a fascinating and expansive discussion we learn about opportunities to increase customer lifetime value through technology that helps to better manage customer expectations, proactively engage customers for improved cross-sell and upsell and reduce returns. We also explore why not nearly enough is being done to achieve sustainability objectives.
But first we kick-off with the retail news that caught our attention, including a big week of earnings reports from Dick's Sporting Goods Macy's, Best Buy and many more, which all seem to point to a dampening in consumer demand owing to inflation, a growing inventory glut and tepid e-commerce growth. We also dig into Nordstrom's somewhat surprising results and what to make of Amazon trying to unload excess distribution space.
We wrap up wondering whether layoffs at Getir, Gorillas and Klarna could be the canary in the coal mine."
(Courtesy of Remarkable Retail)
If the last two years have taught us anything, it's this: Shift Happens.
But becoming and staying remarkable is not about predicting the future. It's about accepting the reality that even very good is no longer good enough. It's about deeply understanding the forces of disruption, separating the realities from the myths and committing to being intensely customer-centric. Mostly, it's about taking the leaps required to deliver a truly memorable customer experience.
As a C-level executive at two Fortune 500 companies, keynote speaker and strategic advisor to dozens of retail, consumer and technology brands, Steve Dennis helps organizations accelerate their growth. Steve is also the author of the recent best-selling book "Remarkable Retail: How to Win & Keep Customers in the Age of Disruption."
Join Steve and his co-host Michael LeBlanc, as they explore the evolution of modern retail along with special guests, including top retailers and industry thought leaders.
Steve Dennis is an advisor, keynote speaker and author on strategic growth and business innovation. You can learn more about Steve on his website. Steve regularly shares his insights in his role as a Forbes senior contributor and on Twitter and LinkedIn. You can also check out his speaker "sizzle" reel here.
Michael LeBlanc is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career. Michael is the producer and host of a network of leading podcasts including Canada’s top retail industry podcast, The Voice of Retail, plus Global E-Commerce Tech Talks, The Food Professor with Dr. Sylvain Charlebois and now in its second season, Conversations with CommerceNext! You can learn more about Michael on LinkedIn.