#retaildoneright™
A podcast exploring the changing nature of retail.
The Era of the Customer Channel
We’ve entered a new era of retail, the era of the Customer Channel, where Shoppers rule. This requires retailers and brands to be empathetic and supportive of their customers in every way.
Co-hosted by Jeff Fisher & Cristene Gonzalez-Wertz, RETAIL DONE RIGHT is a podcast that explores these changes, identifies trends, shares insights and speaks with a variety of people in the trenches to better understand the changing nature of retail.
Retail Done Right Podcasts
In a follow up to our final Retail Trend, Retail Media Networks, we share a rich conversation with Francisco Larrain, CTO at Topsort, an innovative tech company that enables retailers and marketplaces to quickly launch, scale and intelligently optimize ad businesses with AI-based retail media infrastructure.
The sixth, and final, episode of our mini-series is titled, Retail Media. We discuss this new frontier. These brand or company-specific networks allow a brand to create media experiences across the customer journey.
The fifth episode of our mini-series is titled, Talent. We discuss all things talent and talent management where new thinking is required.
The fourth episode of our mini-series is titled, The Current State of ESG and Sustainability, where we discuss shifting perspectives. We’re joined by a returning guest and friend of Retail Done Right, Juli Lassow.
While it’s called tech debt, it’s really about business strategy – and the ability of the business and the ability of all its systems to respond to customers and changes in the market.
This is another trend we saw come up through the WARDLEY maps. Supply chains came to the breaking point during the pandemic but they were stressed beforehand. As complexity increased – distance, currencies, intermediaries – new ways of working, rapid changes in communications modes.
Omnichannel has nothing to do with the customer. Customers don’t see channels. They see tasks and transactions. Why can’t we? (It’s because we are tied to staying in old lanes; because it’s easier to measure and we think we know the metrics.)
Jeff Fisher
Jeff Fisher is the founder of Retail Done Right consulting. He creates retail shopping experiences, which are at the intersection…
Cristene Gonzalez-Wertz
Cristene Gonzalez-Wertz is a dreamer – well, maybe more of a pragmatic futurist. She’s a technology thought leader, researcher and…
Latest Videos...
Blog
Retail dynamics, psychological safety and challenging your people
From my days working in retail to now advising retailers, I’ve observed that retail work and life have some fuzzier boundaries than in other industries. Separating “work” from “non-work” became significantly harder in the pandemic. It certainly became more confusing as some of the least paid employees were deemed essential…
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The Relevance of Physical Retail
The death of physical retail has been predicted for quite some time. This sentiment has grown during the Covid-19 pandemic as e-commerce numbers increase. It is true that the pandemic has accelerated trends that were well underway prior to the pandemic; “normal” is no more. Physical retail is not dead.…
(Some of) The Technology that is Empowering the Customer Channel in Physical Retail
In my first blog post, “The Relevance of Physical Retail in the Customer Channel,” available on empatheticmachines.org, I spoke about the relevance of physical retail today as well as introduced the idea of the Customer Channel. Today, I’m going to dive into some of the technology empowering the Customer Channel…
(Some of) The Technology that is Empowering the Customer Channel in Physical RetailRead More
Show Notes | S4 Ep 7 | Retail Media | A Conversation with Francisco Larrain
SHOW NOTES | S4 Ep7 Download pdf Retail Media, A Conversation with Francisco Larrain SPECIAL GUEST: Francisco Larrain, CTO at TOPSORT INTRODUCTION In a follow up to our final Retail Trend, Retail Media Networks, we share a rich conversation with Francisco Larrain, CTO at Topsort, an innovative tech company that enables retailers and marketplaces to …
Show Notes | S4 Ep 7 | Retail Media | A Conversation with Francisco LarrainRead More
Show Notes | S4 Ep 6 | Retail Media | The New Frontier
SHOW NOTES | S4 Ep6 Retail Media | The New Frontier Download pdf INTRODUCTION The sixth, and final, episode of our mini-series is titled, Retail Media. We discuss this new frontier. These brand or company-specific networks allow a brand to create media experiences across the customer journey (online and offline) while creating an entirely new …
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Show Notes | S4 Ep5 | Talent Management Requires New Thinking
SHOW NOTES | S4 Ep5 Download pdf Talent | Talent Management Requires New Thinking INTRODUCTION The fifth episode of our mini-series is titled, Talent. We discuss all things talent and talent management where new thinking is required. INDUSTRY UPDATES | Our New Segment This is our new segment for Season 4. We highlight and discuss …
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Show Notes | S4 Ep4 The Current State of ESG & Sustainability
SHOW NOTES | S4 Ep4 Download pdf The Current State of ESG & Sustainability | Dealing with shifting perspectives Special Guest: Juli Lassow INTRODUCTION The fourth episode of our mini-series is titled, The Current State of ESG and Sustainability, where we discuss shifting perspectives. We’re joined by a returning guest and friend of Retail Done …
Show Notes | S4 Ep4 The Current State of ESG & SustainabilityRead More
Show Notes | S4 Ep3 Tech Debt as Business Risk
Show Notes | S4 Ep3 Download pdf Tech Debt as Business Risk | Your future retail strategies depend on fixing it Special Guest: Stu Cartwright INTRODUCTION The third episode of our mini-series is titled, Tech Debt as Business Risk. While it’s called tech debt, it’s really about business strategy – and the ability of the …
Show Notes | S4 Ep2 New Supplies, New Demands
Show Notes |S4 Ep2 Download pdf New Supplies, New Demands Supply and distribution remain weak links in Retail. It’s time to fix it. INTRODUCTION The second episode of our mini-series is titled, New Supplies, New Demands. This is another trend we saw come up through the WARDLEY maps. Supply chains came to the breaking point …
Show Notes | S4 Ep1 | The Rise of the Customer Channel
The Rise of the Customer Channel Download pdf Omnichannel has nothing to do with the customer. Customers don’t see channels. They see tasks and transactions. Why can’t we? (It’s because we are tied to staying in old lanes; because it’s easier to measure and we think we know the metrics.) INTRODUCTION We’re kicking off Season …
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Show Notes | S3 Ep7 | Talking Sustainability
Special Guest, Juli Lassow, Founder & Principle of JHL Solutions Download pdf INTRODUCTION Consumers continue to demand change from retailers and brands. They are shopping their values. But has this become simply a marketing message for brands and retailers today? Or are we making real progress on the sustainability front? What’s missing today is a …
Show Notes |S3 Ep6 | Resurrecting Retail: An Interview with Doug Stephens
INTRODUCTION Download pdf We welcome Doug Stephens, Founder and CEO of the global advisory firm Retail Prophet to Retail Done Right. Doug is a retail futurist and best-selling author of 3 books, including his newest, “Resurrecting Retail.” His perspective is grounded in fact, yet far reaching. And we cover a lot of ground in this …
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Show Notes |S3 Ep5 | It’s a Mad Holiday Season
INTRODUCTION Download pdf It’s a mad world when the Holiday season starts so early. We look into the Holiday season – that we’re already in. Woven into the season, which is not just topical but extremely important, we are talking Sustainability – or I should say, the customer is telling us sustainability matters. THE CONVERSATION …
Show Notes | S3 Ep4 | Amazon and the Future of Healthcare
INTRODUCTION Download pdf What’s a natural extension to the platform Amazon has built that we discussed in detail during Episode 3? Healthcare. Why? It serves Amazon and their network of employees while also being another service they could offer to their broader network of marketplace members and business partners and possibly directly to their incredibly …
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Show Notes | S3 Ep3 | Amazon as a Platform
Amazon is a platform. Though we are starting to see others following this business model, Amazon offers a scale unrivaled. But if you’ve created a great brand and want to extend your offering, there’s clearly an opportunity to leverage your brand equity and customer base to create a network and ecosystem that supports services or products. We discuss the real opportunities Amazon has found.
Show Notes | S3 Ep2 | Amazon’s Impact on Retail
This episode begins our short series discussing Amazon and their impact on Retail. Our series comes at this from a physical retail, online retail and shopper behavior perspective by looking at the offering, tools and services Amazon has introduced and offered their customers, including the end-user customer and retailers in their marketplace.
Show Notes | S3 Ep1 | The State of Retail Today
To kick off Season 3, we’ve invited back our first 3-time guest, Shelley E. Kohan. As we leave Summer behind and look toward the 4th quarter and the Holiday Season, consumer outlook seems dark. Is there a storm ahead?
Show Notes | S2 Ep12 | Retail Heroes, Villains & Change Makers
We close out Season 2 with our point of view on retail’s heroes, villains and change makers. Yes, we’re naming names.
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Show Notes | S2 Ep11 | Resale Retail Boom
Two of the current trends in our post-pandemic world that are driving the resale/reclaim/recycle retail boom are inflation and sustainability.
Show Notes | S2 Ep10 | The Opportunity Pop-Up Presents
There is real value in physical retail. But it can be expensive, slow to develop and risky. There’s a solution out there… Pop-Ups.
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Show Notes | S2 Ep9: Ukraine
A human tragedy is happening before our eyes. Today, we discuss Ukraine. It’s a human tragedy that’s occurring in front of our eyes via our screens.
Show Notes | S2 Ep8 Retail 2022: Hybrid Shopping & Purpose Driven Shoppers
We dive into a great new study on retail and consumer brands, “2022’s New Normal for Retail,” from IBM’s Institute for Business Value.
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Show Notes | S2 Ep7 The Value of Owned Brands
Private label, white label, owned brands. What are the differences? Why do they exist? What value to they bring to the customer as well as to the retailer?
Show Notes | S2 Ep6 Goodbye 2021 – Hello 2022
Welcome to Retail Done Right. These Show Notes accompany our Season 2, Episode 6 podcast, “Goodbye 2021 – Hello 2022.”
Show Notes | S2 Ep5 Diversity & Inclusion
Diversity and inclusion must go beyond the time constraints of Black History Month, the new Juneteenth Federal Holiday and Pride Month, amongst others.
Show Notes | S2 Ep4 Retailers & Trust
What makes you trust a retailer? How can retailers earn that trust? And in these days of hyper-transparency, how can you continue to forge trusted bonds…
Show Notes | S2 Ep3 Fixing the Broken Checkout Experience
Waiting for anything sucks. In a physical retail store, waiting can directly impact your experience and the impression you take away with you. But waiting to pay is the worst!
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Show Notes – S2 Ep2 – How to Avoid Holiday Hiring Hell
We’re in a new age of retail – the era of the Customer Channel – where Shoppers rule. This requires retailers to be empathetic and supportive of their customers, in every way.
Show Notes – S2 Ep2 – How to Avoid Holiday Hiring HellRead More
Show Notes – S2 Ep1 – The State of Retail Today
We’re in a new age of retail – the era of the Customer Channel – where Shoppers’ rule. This requires retailers to be empathetic and supportive of their customers, in every way.
Show Notes – S1 Ep8 – Retail is our Economy
We’re in a new era of retail – the era of the Customer Channel – where Shoppers’ rule. This requires retailers to be empathetic and supportive of their customers, in every way.
Show Notes – S1 Ep4 – Sustainability in Retail
We’re in a new era of retail – the era of the Customer Channel – where Shoppers’ rule. This requires retailers to be empathetic and supportive of their customers, in every way.
Show Notes – S1 Ep3 – The Role of People in Physical Retail
Technology and the transformation in consumer shopping habits gets most of the press right now… But I think we are missing something here. It’s not about the technology.
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