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By popular demand! In this episode of The Clienteling Podcast, Bryan Amaral discusses the reasons that many retailers are failing to transform in the face of disruption and he offers an Organizational and Customer Manifesto highlighting what retailers need to do to thrive in 2021 and beyond. Today's podcast is based on a presentation Amaral gave at the Retail Touchpoints Live event at RetailX in Chicago in June of 2019.
The original slide content is available here:
http://clientricity.net/wp-content/uploads/2020/03/The-Retail-Landscape-of-2021-RTP-RetalX-Presentation-June-2019.pdf
Highlights of today's podcast:
Everybody talking about the digital transformation, but what does it mean?
Retail is trying to get its shift together…
The first step on the journey…
13 Ways Retailers are Failing to Make the Transition
- Lack of Clarity for What “Good” Looks Like.
- Culture is not driven by data insights.
- Fiefdoms and disparate systems.
- A ROI mandate that doesn't support innovative ideas.
- Risk Adversity. Lack of internal leadership.
- Protect the organizational structure.
- Lack of store-side CX insight or expertise.
- Failing store level execution.
- Underinvest in Technology
- No single view of what is happening.
- Lack of capital to acquire systems and personnel.
- Hoping technology alone will solve the problem.
A New Organizational Manifesto for Retailers
- The truth will set you free! Start with Real World Data…
- Lead boldly, tear down convention, hire CX skills, create new customer value and execute “top down” flawlessly!
- Don’t just DO digital…BE digital!
A New Customer Manifesto for Retail
- Make it easy! Fast, efficient, frictionless & flexible.
- Tell Me What I Want to Know! Don’t Abuse My Data!
- Make it Mine! Express my individuality and identity through your brand and products. Engage Me in Fun, Memorable Experiences! Make the exploration fun!
- Let me Drive! But be there when I need help!
- Know my “Shopper DNA” and what it takes to make me happy!
- I’m social, I’m digital, I’m always on…you should be too!
- Let me become part a community of wildly passionate advocates! Create experiences and formats that connect people and immerse them in the brand narrative.
New Formats & Operating Models
What’s working and why?
New Formats and Models
- Showrooms and Discovery Zones
- Personalized & Customized Products
- Storefront as a Service
- Immersive “Phygital” Storytelling
What We Can Expect in 2021?
Resources:
Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/
Bryan’s Website: https://www.clientricity.net
Bryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.com
Call Bryan: 404-348-4849
