Future Shop Podcast with WSL
Our podcast focuses on how shoppers are transforming retail and what you need to do about it. Retail strategist and shopping futurist Wendy Liebmann shares her passionate, unvarnished shopper-centric view of where retail is headed. She interviews experts in retail, marketing, insights, design, education, and more. She and the WSL team regularly share excerpts from WSL’s latest proprietary shopper research about what’s coming next. The Future Shop Podcast is a no-holds-barred view of what shoppers want, what you need to deliver, who’s getting it right, and who’s getting it wrong. And why. In this fast and furious view, you will begin to understand how to anticipate the future that’s emerging right under your nose. WSL Strategic Retail is a leader in shopper insights and retail strategy. It helps clients around the world anticipate change in order to grow in the near and longer-term. It is recognized for its ground-breaking How America Shops® and How the World Shops research. Visit us at: www.wslstrategicretail.com
Future Shop Podcast with WSL
EP40: Creating Smart, Relevant Shopper Experiences that Build Loyalty with Damian Kernahan, Proto
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WSL
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Season 2
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Episode 40
In this episode Wendy Liebmann talks with Damian Kernahan, founder & CEO of Proto Partners, an Australian-based customer experience consultancy, to understand how technology, the Covid pandemic and increasingly complex shopping behaviors are driving the urgency to build shopper-centric organizations.
They discuss:
- The challenges to building a shopper-centric organization in today’s increasingly complicated omni-channel world
- Why it is critical to put the shopper at the center of every decision and understand the broader context of shoppers’ lives
- How to break down barriers in siloed corporations to focus on end-to-end shopper experiences
- How to get “the brilliant basics right” to create a singular shopper experience
- How companies often misunderstand what shoppers want, what problems they are trying to solve, and instead “throw an app at it”
- Why shopper personas often don’t work in building successful CX
- Three steps to building the right experience for shoppers, and why digging into “the question behind the question” is critical
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