On Retail - Episode 13: Harnessing an innovation culture and customer obsession: Secrets from four global retailers

The BJSS Podcasts

This is a special edition of OnRetail recorded live at NRF 2020's Kustomer Stage. The panel was hosted by Jake Knowles, Senior Business Consultant at BJSS. Panelists were Alexa Geovanos, Brand President, North and South America for Chloe; Dave Wood, General Manager (Americas) for Joules USA; Heidi K Isern, Senior Director of Customer Experience Innovation for Gap Inc; and Alex Genov, Manager of Research and User Experience at Zappos.com

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Innovation and customer obsession. They aren't just buzzwords. You’ll hear how retailers are actually achieving this.

But there’s no single recipe for success, some aim to create personal and emotional connections with their customers, others focus on empowering their employees with more access to customer knowledge than they’ve ever had before.

So combine this with a desire to learn and experiment, and an understanding that you can fail fast when you innovate- sometimes you’ll learn more from your failures than your successes.

Some brands are nailing this, and in this session, we'll hear about their secrets to ensuring that customers remain at the heart of their business, and how a culture of innovation drives them forward.
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On Retail is the retail podcast of BJSS Business Consulting. Visit us at bjss.com to learn more.