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      #retaildoneright™

      Photo Credit: Marco Beck Peccoz

      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

      Jeff Fisher

      Jeff Fisher is the founder of Retail Done Right consulting. He creates retail shopping experiences, which are at the intersection…

      Jeff FisherRead More

      Cristene Gonzalez-Wertz

      Cristene Gonzalez-Wertz is a dreamer – well, maybe more of a pragmatic futurist. She’s a technology thought leader, researcher and…

      Cristene Gonzalez-WertzRead More

      Latest Videos...

      Blog

      Retail dynamics, psychological safety and challenging your people

      //  by Cristene Gonzalez-Wertz

      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…

      Retail dynamics, psychological safety and challenging your peopleRead More

      Photo Credit: Marco Beck Peccoz

      The Relevance of Physical Retail

      //  by Jeff Fisher

      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.…

      The Relevance of Physical RetailRead More

      (Some of) The Technology that is Empowering the Customer Channel in Physical Retail

      //  by Jeff Fisher

      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 | 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 Ep7 | Talking SustainabilityRead More

      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 …

      Show Notes |S3 Ep6 | Resurrecting Retail: An Interview with Doug StephensRead More

      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 Ep5 | It’s a Mad Holiday SeasonRead More

      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 …

      Show Notes | S3 Ep4 | Amazon and the Future of HealthcareRead More

      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 Ep3 | Amazon as a PlatformRead More

      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 Ep2 | Amazon’s Impact on RetailRead More

      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 | S3 Ep1 | The State of Retail TodayRead More

      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.

      Show Notes | S2 Ep12 | Retail Heroes, Villains & Change MakersRead More

      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 Ep11 | Resale Retail BoomRead More

      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. 

      Show Notes | S2 Ep10 | The Opportunity Pop-Up PresentsRead More

      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 Ep9: UkraineRead More

      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.

      Show Notes | S2 Ep8 Retail 2022: Hybrid Shopping & Purpose Driven ShoppersRead More

      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 Ep7 The Value of Owned BrandsRead More

      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 Ep6 Goodbye 2021 – Hello 2022Read More

      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 Ep5 Diversity & InclusionRead More

      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 Ep4 Retailers & TrustRead More

      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!

      Show Notes | S2 Ep3 Fixing the Broken Checkout ExperienceRead More

      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 – S2 Ep1 – The State of Retail TodayRead More

      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 Ep8 – Retail is our EconomyRead More

      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 Ep4 – Sustainability in RetailRead More

      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.

      Show Notes – S1 Ep3 – The Role of People in Physical RetailRead More

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