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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

The Retail Landscape of 2021... Who Wins and Why?

March 08, 2020 • Bryan Amaral • Season 1 • Episode 5

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