An Interview with BSPK's CEO Zornitza Stefanova Artwork

The Clienteling Podcast

Welcome to the Clienteling Podcast! On our show, we'll discuss a broad spectrum of customer engagement, clienteling and retail technology insights, and we’ll provide plenty of examples and case studies directly from some of the most successful customer-focused luminaries in our industry. We'll discuss why in most cases, innovation and transformation is not a technology issue as much as it's a people, process and methodology problem. Clientricity and in particular this podcast, is focused helping retailers think through those challenges and develop a repeatable process to ensure that their stores are delivering on customer expectations and that the organization can fully benefit from those technologies deployed. In this podcast you'll gain a deep understanding of what’s working, what isn’t and where you should consider making your customer-centric technology investments. We are hoping that after spending 20-30 minutes listening to each episode you will leave energized and ready to apply what you’ve learned in your own business. We look forward to bringing you this podcast several times a month and would welcome your thoughts, ideas and comments. If you are passionate about customer centricity, clienteling and retail and would like to be a guest on the show, please send me a personal message at bryan@theclientelingpodcast.com. If you want get more personalized help or if you are interested in advisory services, contact Clientricity at info@clientricity.net

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The Clienteling Podcast

An Interview with BSPK's CEO Zornitza Stefanova

April 12, 2023 • Bryan Amaral • Season 3 • Episode 2

In this episode, Zornitza Stefanova joins the show and is interviewed by Bryan Amaral. Zornitza is Founder and CEO at BSPK, a global clienteling platform.

She was an early employee of Wired, (acquired by Conde Nast), eGroups (acquired by Yahoo) as well as Six Apart (a division of Say Media), imeem (MySpace), Prosper and other Silicon Valley technology innovators.

During her career, Zornitza has led product strategy and business development with a focus on consumer apps, as well as B2B services. She has been a guest speaker at multiple technology events and the entrepreneurship track at The Wharton School of the University of Pennsylvania.

Zornitza was born and raised in Bulgaria. She defected before the fall of the Iron Curtain and was granted political asylum in the United States, where she became a citizen. She graduated from Stanford University with a BA in International Relations and from The Wharton School of the University of Pennsylvania with an MBA in Finance. Her passion is the quest for better customer experiences powered by technological innovation and the discovery of better and easier ways to communicate, create and enjoy life and learning in the mobile age.

First, Zornitza shares her personal story and the motivation to create a clienteling solution. Then she shares her perspective on what is happening in today's retail market and what she hears from customers and prospects in Europe and the US. She shares her perspective on how various technological forces and changing customer expectations are necessitating a new way to engage and run retail operations.

Next, Bryan and Zornitza discussed the cultural imperative to be customer-focused and how to overcome change management challenges when transforming the store. Zornitza shared what BSPK believes is the key to associate adoption of new selling technologies.

Finally, Zornitza shared three principles that retailers should keep in mind as they move forward into the next age of retail:

1. Clienteling practices are essential to building loyalty.
2. Adoption stems from technology being an enabler not an obstacle.
3. Digitally enabled associates shows your customer that you are investing in their satisfaction and shows your employees that you are investing in their success.

Enjoy the show!

Resources:

BSPK Website: BSPK.com

Zornitza's LinkedIn: https://www.linkedin.com/in/zstefanova/

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

Tags: retail clienteling clientricity BSPK