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
EP61: How to Build a Modern Shopper Experience with Justin Lafoe
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WSL
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Season 3
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Episode 61
In this episode, Wendy Liebmann talks to Justin Lafoe, most recently Executive Vice President of Marketing and Merchandising for Trader Joe’s and, prior to that, SVP of Merchandising & Retail, Disney Parks, Experience & Products, where he worked for 25 years.
They discuss:
- How delivering a relevant shopper experience has changed as a result of technology and COVID.
- How deep understanding of changing shopper expectations is essential to building relevant experiences.
- How the role of the physical store is more important than ever.
- Why retail icons, such as Starbucks, known for delivering extraordinary experiences have lost their way.
- How essential it is to engage all constituencies: employees and shoppers in order to deliver a compelling retail experience.
- The challenges to retailers and brands when values are so politicized.
- The role of a company’s culture in delivering the right customer experience at retail.
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