12 episodes

Welcome to the Retail Experience Show, the podcast for brick and mortar operators and executives looking to drive more revenue by providing a better in-store customer experience. In each episode, host Bobby Marhamat interviews a retail leader to unpack tactical insights, tips, and best practices that will take your in-store customer experience to the next level. This show is brought to you by www.Raydiant.com.

The Retail Experience Show Raydiant.com

    • Business

Welcome to the Retail Experience Show, the podcast for brick and mortar operators and executives looking to drive more revenue by providing a better in-store customer experience. In each episode, host Bobby Marhamat interviews a retail leader to unpack tactical insights, tips, and best practices that will take your in-store customer experience to the next level. This show is brought to you by www.Raydiant.com.

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

    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, CMO of RITE AID and Ice Cream Executive at Thrifty. 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.

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

    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, CMO at The Black Tux & Marke, 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.

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

    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, CEO at TravisMathew, 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. 

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

    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, VP of Men’s and Global Partnerships at PacSun, 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. 

    • 17 min
    LensCrafters’s Dean Butler on Creating Enthusiastically Satisfied Customers

    LensCrafters’s Dean Butler on Creating Enthusiastically Satisfied Customers

    In this episode of The Retail Experience Show, Bobby speaks with Dean Butler, Founder and CEO at LensCrafters, an international retailer of prescription eyewear. They discuss how Dean started LensCrafters with the revolutionary premise to make "glasses in about an hour" and what steps they take to create "enthusiastically satisfied customers all the time." They also talk about best practices for advertising and customer service, advice for young entrepreneurs, and what's changed in retail — or hasn't — over Dean's 40-year career.
    Topics discussed:
    How Dean started LensCrafters with the revolutionary idea of "glasses in about an hour," and how he applied what he learned at P&G to marketing it.
    The two biggest things you can do as a retail leader to create "enthusiastically satisfied customers all the time."
    The importance of empowering your staff, and why greeting a customer within 30 seconds of them walking in makes a difference.
    Best practices for your marketing, including having a provocative and substantive proposition and making your product the hero.
    What's changed in retail over the years, and what hasn't.
    Advice for young entrepreneurs on why they should focus on hard work and willingness instead of an idea. 

    • 28 min
    Bob’s Discount Furniture’s Bill Barton on Leveraging Technology to Create True Omnichannel Experiences

    Bob’s Discount Furniture’s Bill Barton on Leveraging Technology to Create True Omnichannel Experiences

    On today’s episode of The Retail Experience Show, Bobby speaks with Bill Barton, President and CEO at Bob's Discount Furniture, a furniture store chain. They discuss how Bob's Discount Furniture creates omnichannel experiences for their customers, as well as how they’re leveraging technology like tablets and 3D room simulation apps to improve customer service and the customer journey. They also talk about how the best way retail leaders can scale their business and set themselves up for success is by knowing their customers, knowing their value proposition, and building a great team.
     
    Topics discussed:
     
    How Bob's Discount Furniture was the "original disruptor" in the furniture industry, and how they've grown to 170 locations across 24 states.
    How Bob's is creating omnichannel experiences for their customers, especially through shopping carts that can be accessed online and in-store.
    How Bob's creates consistency across their locations, how they maintain their values and culture, and why succession planning is a key strategy.
    How supply chain challenges prompted investment in a tablet that allows for real-time updates for in-store customers.
    How Bob's is leveraging augmented reality technology through a 3D Room Designer application that customers can use in a location.
    Advice for retail leaders who want to scale their business, focused around knowing your customers and your value proposition, and why building a great team is key.
    Why the future of retail will be found in better understanding and facilitating the customer journey. 
     

    • 22 min

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