The Retail Experience Show

Benefit Cosmetics’ Chiara Figueroa on the Importance of Education in the Cosmetics Industry

In this episode of The Retail Experience Show, Chiara Figueroa [https://www.linkedin.com/in/chiaraannelle/], Senior Manager of Global Retail Experience at Benefit Cosmetics [https://www.benefitcosmetics.com/us/en/careers], shares her dynamic journey through the retail and tech sectors. She discusses the critical integration of technology to enhance customer experiences and the importance of education and training for retail staff in the cosmetics industry.    Chiara also emphasizes the need for building strong relationships with global teams to ensure a consistent brand experience across locations. She offers her unique insights and innovative strategies for navigating the evolving landscape of retail and delivering exceptional service to customers.    Topics discussed: * The importance of leveraging technology to optimize customer journeys and enhance overall business operations in the retail sector. * Strategies for creating exceptional customer experiences, focusing on the initial customer journey and the booking process. * How the value of ongoing education for retail staff is crucial for effectively introducing new products and improving customer interactions in the cosmetics industry. * Why building strong relationships with global teams is essential for ensuring consistency and understanding the unique nuances of different markets. * Insights from Chiara’s market research experiences, emphasizing the value of understanding customer needs and preferences for successful retail strategies. * How social media and digital engagement are reshaping customer interactions and influencing purchasing decisions in the cosmetics industry. * How equipping sales teams with the right tools and technology is vital for delivering best-in-class service and driving revenue growth. * Potential future innovations in retail, including live shopping experiences and personalized customer engagement strategies.

RITE AID’S Jeanniey Walden on the Synergy of Authenticity, Inspiration, and Relatability in Retail Environments

On today’s episode of The Retail Experience Show, Bobby speaks with Jeanniey Walden [https://www.linkedin.com/in/jeanniey], CMO of RITE AID [https://www.riteaid.com/] and Ice Cream Executive at Thrifty [https://www.thriftyicecream.com/]. They discuss how Jeanniey's acronym AIR (authenticity, inspiration and relatability) is key to drive a successful marketing strategy, how RITE AID makes consistent service across locations part of their company culture, and how the company is incorporating the online experience into their business. They also discuss the future of brick and mortar stores and how they can stay relevant with innovation.   Topics discussed: * How RITE AID strives to give the best service to their customers and their communities. * What AIR stands for and how it guides Jeanniey's leadership in marketing. * Why it's important to connect with local communities and the cultures customers are immersed in. * How RITE AID incorporates online shopping in their customer experience. * The importance of listening to what the customer wants and the tools RITE AID uses to get their feedback. * The marketing campaign Jeanniey finds the most impactful and why. * What kinds of innovation brick and mortar stores might bring in the near future, such as in-store virtual shopping tools and even vehicles that bring the store right to customers’ neighborhood.

The Black Tux’s CMO Matt Sutton on the Many Ways Marketing Has Helped His Company Grow

On today’s episode of The Retail Experience Show, Bobby speaks with Matt Sutton [https://www.linkedin.com/in/matthewsutton/], CMO at The Black Tux & Marke [https://theblacktux.com/], a clothing brand for men that aims to offer more diverse, stylish options for life's big events.  They discuss how The Black Tux balances their online marketing efforts with those of their retail locations and how marketing is tied into their customer experience. They also discuss how to be intentional about deciding where to put a new retail location. Topics discussed: * Why The Black Tux keeps inclusivity and diversity at its core. * How they engage customers online and translate that to in-person experiences. * Getting creative with customer experiences in retail locations by adding different activities for customers. * Staying savvy about the economics of the square footage in retail locations. * Having customer support that is so good customers even invite associates to their weddings. * Being intentional about where new locations are opened. * Thinking about what's next, including marketing to different demographics such as Gen Z.

TravisMathew’s Ryan Ellis on Creating Compelling and Fun In-Store Experiences

In this episode of The Retail Experience Show, Bobby speaks with Ryan Ellis [https://www.linkedin.com/in/ryan-ellis-0a737247/], CEO at TravisMathew [https://www.travismathew.com/], a lifestyle brand. They discuss TravisMathew's growth to 40 stores across the country, why they focus on product storytelling, and how they use fun experiences to attract customers into the store. They also talk about why aspiring retailers should slow down at the beginning, the role of digital in the future of retail, and why great customer experiences begin with people. Topics discussed: * How TravisMathew created a lifestyle brand in a space no one was addressing and grew to 40 stores. * The lessons learned in opening their various stores, and why Ryan visits each location before signing.  * How TravisMathew is experimenting with technology in their operations, yet still focuses on having people drive great customer experiences. * Why they focus on product storytelling to make things simple for both employees and customers. * How they draw customers into their locations with games, community experiences, and storytelling. * Advice to aspiring retailers on why they should take it slow at the beginning and nail their first few locations. * How digital elements will shape the future of in-store experiences with better product marketing.

PacSun’s Richard Cox on Building Community Through Consistent In-Store and Online Experiences

In this episode of The Retail Experience Show, Bobby speaks with Richard Cox [https://www.linkedin.com/in/richcox/], VP of Men’s and Global Partnerships at PacSun [https://www.pacsun.com/], a retail clothing brand. They discuss how PacSun creates consistent experiences across its 300 brick-and-mortar locations, as well as how it converges the online/in-store experience. They also talk about what retail technology they're using, advice for new retailers, and how PacSun is expanding its community through partnerships. Topics discussed: * Richard's long-time career with PacSun in both merchandising and overseeing brand partnerships and collaborations. * What retail technology PacSun is using, including BOPUS, RFID, and AI, to streamline operations and create better customer experiences. * How PacSun creates consistent experiences across brick-and-mortar locations. * How PacSun is converging the online and in-store experience in a “symbiotic relationship” between the two. * Advice for new retailers, including the importance of brand positioning and finding the right location. * What's next for PacSun as it continues to build community and expand into PS Reserve.