The retail market is experiencing great disruption - from increased customer expectations, fierce competition and tough trading environments over multiple channels. Every week, join me, Oliver Banks, a retail transformation specialist, to get a bag full of insight, inspiration and ideas to kick start your performance.
You’ll pick up actionable tips and tactics to lead successful change – whether that’s developing lean operating models, improving customer experience, driving digital transformation or seizing omni-channel opportunities.
So, if your passionate about retail transformation and you lead critical retail change projects & programmes, then this is the podcast for you.
The Retail Transformation Show is brought to you by Oliver Banks, Director at OB&Co Ltd. Find out more at obandco.uk.
162: The Evolution Of Loss Prevention
The role of the security guard has been seen as a cost for some retailers, restricted to only stores in "high risk" locations to prevent shrink or stock loss. But as we shift to more omnichannel ways of working and data becomes more accessible, there are opportunities to develop the loss prevention team to profit protection and much more. TMAC's Paul Banks joins to explore the evolution of loss prevention. This episode kicks off a new mini-series - "A Bunch Of Bankses." Oliver Banks speaks to other insightful people named Banks are sharing ideas around retail and transformation.
Listen to this episode of the Retail Transformation Show to hear:
How the role of security guards has changed over time.
Why loss prevention is expanding to contact centres.
Examples of how speech analytics and data insight can stop loss and other challenges.
Full show notes are at www.obandco.uk/162.
161: Forging A Customer Complaints Strategy
A huge focus goes into forming a positive customer experience. But when things don't go to plan, customers lodge a complaint. However, often customer service's ways of working is only reliant on rigid policies. Instead, what if you had an intentional strategy about complaints built into your operating model? Oliver Banks is joined by The Complaining Cow, Helen Dewdney. Together, they explore how retailers and consumer-facing brands can support customers after a poor experience.
Listen to this podcast episode and discover:
The number one thing you can do to improve how to deal with complaints.
How to deal with the risk of serial returners and scam customers.
Examples of how to positively handle complaints - and why that can be a winning approach.
Show notes at www.obandco.uk/161.
160: Stores Vs Online - Which Is Best?
For several years now, there has been tension between the different approaches to retail - most notably - which is best, stores or online. And in particular, if retailers should focus their efforts into physical stores or double down on website and ecommerce. And where do aspects like omnichannel retail and unified commerce fit in? So in this episode, Oliver Banks dives into the challenge to find the best option for you.
Listen in to this episode to discover:
Advantages of different approaches.
Why DTC is nothing new.
The answer to the ultimate question - should your retail business focus on stores or online.
And what Indiana Jones has to do with all of this.
159: Golden Nuggets From 3rd Year Of The Podcast (part 2)
The pandemic has caused change and acceleration as well as its challenges too. But as the Retail Transformation Show podcast celebrates its 3rd birthday, we continue our review of golden nuggets from the past year. With clips from expert guests as well as from the host, Oliver Banks, you'll hear about: omnichannel, circular economy, communication, the metaverse, technology, digital shopping, retail history and much more. Listen now to part 2 of 2 and discover golden nuggets from the past 12 months.
Listen to this episode and you'll discover:
Examples of what traditional retailers are doing to act as pureplay retailers as well as show their heritage.
Why you are probably only seeing half of your customers.
A quick overview about why the metaverse is a big opportunity for the retail industry.
Any much more.
Full show notes at http://www.obandco.uk/158 (www.obandco.uk/159).
158: Golden Nuggets From The Third Year Of The Podcast (part 1)
The retail industry continues to undergo fundamental transformation as well as requiring ongoing incremental improvements. And as the podcast celebrates its 3rd birthday, we are reviewing the best bits to help you transform. You'll hear clips from expert guests as well as from the host, Oliver Banks. And these highlights cover: agile, lean, supply chains, store operations, pop up stores, department stores, customer focus questions, data, trust, and much more. Listen now to part 1 (of 2) for the golden nuggets from the past 12 months.
Listen to this episode of the Retail Transformation Show podcast and you'll hear:
The surprising truth about Agile.
One of the most common (and dangerous) mistakes made with data and insight.
The crux of the challenge for many stores today.
Plus plenty more golden nuggets from a selection of amazing guests to grace the show.
And remember to check out part 2 in episode 159, with even more highlights!
Full show notes at www.obandco.uk/158.
157: The Collision Of Gaming And Retail
There is much hype about retail and the metaverse at present. But to understand more, we can learn from the gaming industry where computer games have been forging their own worlds for decades. So you can learn from Hilmar Pétursson, CEO of CCP Games, known most for their flagship game, EVE Online. Join Oliver Banks and explore the collision of retail and gaming (and life) - plus the opportunities it presents you with.
Listen to this episode of the Retail Transformation Show to hear:
Examples of how the gaming and retail industries can learn from each other.
The power of community that games create.
Why games can be so immersive.
Essential Retail listening!
Have found these podcasts hugely informative and inspirational! With a whole host of knowledgable and respected guests, they’re a great way to understand the latest trends and directions in Retail, as well as boosting your personal and professional development. Oliver’s knowledge, passion and enthusiasm for both the industry, and the topics he covers, is impressive, and makes these podcasts an invaluable resource for anyone in Retail!
With the ever changing retail and consumer landscape in this digital age, we often find comfort as retailers to constantly fall back on old ways of working, Oliver’s approach and tone brings clarity to the noise and gets you excited about the this new world.
As a recent returner to working in this sector, the podcast is a free and relevant resource tackling some of the issues and challenges facing today’s retailer. The interviews are insightful as is the format with a summary to finish.