Retail Mashup
Hosted by strategists DeAnn Campbell and Larry Leung, Retail Mashup is a lively discussion about retail customer experience trends, successes, and failures.
Episodes
Retail businesses are shifting from selling products to creating experiences. This new business model helps build customer loyalty and increase spending.
Some examples of companies that are doing this well include Lululemon, Apple, and Canada Goose. Lululemon offers yoga classes and other community-building events in its stores. Apple provides free workshops and other educational opportunities. Canada Goose has cold rooms ...
Thom Browne and Samsung are partnering up again for the third time with a new collection based on the current Samsung Galaxy Z Fold5 and Watch series. This partnership works because they equally engage their audiences.
The full transcript and extra content can be found at https://retail-mashup.com/thom-browne-samsung-best-of-2023
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Brands and retailers should work together to create a positive customer experience by displaying products in a visually appealing way. Case in point – Simple Human’s $129 soap dispensers grouped with cheaper options may not work out for both brands.
Find the full transcript and more content here https://retail-mashup.com/simple-human-deserves-better-displays/
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Broken coolers are unavoidable at grocery stores. However, having unmarked broken spaces could lead to customer perception issues on quality and operations. This episode focuses on what happens when customers see broken coolers on a prolonged basis and how simple cardboard could be enough to alleviate concerns.
Find the transcript and more information at retail-mashup.com/great-idea-placing-cardboards-in-broken-spaces
Many brands do not invest in customer experience after the initial sale as they believe their customers will return after onboarding is complete. Is this still the case today? What are the merits of building out a thorough customer experience journey so that brands can maximize revenue generation?
You can find the full transcript at retail-mashup.com/supercharge-customer-experience-improve-revenue
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Freshii is reverting to live cashiers after a bout with live virtual cashiers did not go as planned. What happened in the implementation and can kiosks be part of the brand's customer experience journey in the future?
The full transcript of this episode and more can be found at retail-mashup.com/freshii-and-kiosks-could-be-a-great-combo-if
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The Buy Online Pickup In-Store (BOPIS) has been a great addition to the shopping experience. However, many retailers treat this as an afterthought rather than as part of a bigger customer experience journey. DeAnn Campbell explores this topic further with case studies and antidotes.
You can find the transcript and more information about this topic at retail-mashup.com/bopis-retailers-can-do-better-with-part-2
Ace Hardware is a well-known American hardware store with a rich history in neighborhoods. Providing consumers with the right set of tools and home goods is a big strength of the brand. Did you know they also sell toys?
The full transcript and more information about this story can be found here: retail-mashup.com/ace-hardware-creates-better-experience-with-toys
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Concerts and merchandise go hand in hand. Beyoncé's current concert tour supporting her number one album, Act One: Renaissance, goes to the next level in building a concert experience inside a luxury retail store. Go behind the scenes as Retail Mashup visits the RENAISSANCE FLAGSHIP inside the luxury department store, Holt Renfrew, located in Toronto, Canada.
Find the full transcript here: https://retail-mashup.com/concert...
Branded content plays a vital part in creating better customer relationships. With a laser focus on matching branded content and expectations, brands can build stronger ties with customers and allow the pitfalls of overstating expectations.
The full transcript can be found here:
https://retail-mashup.com/branded-content-creates-better-relationships
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What happens when a routine customer experience is disrupted for the worse? DeAnn speaks about her recent shopping trip and her experience with the Costco membership card which left her with many questions on customer experience design, customer flow disruptions, and customer engagement. Is a crackdown good for customers?
Full transcript and additional information can be found on Retail Mashup.
https://retail-mashup.com/costco...
Building brand trust is not easy. Little things or small mistakes can lead to significant erosion of trust. Find out what happens to brand trust when DeAnn observed two little things on a recent trip to a grocery store.
The full transcript can be found here: https://retail-mashup.com/building-brand-trust-is-not-easy
Retail media networks are making waves in the advertising and the retail industries with promises of new sustainable revenue streams and customer engagement opportunities. Are they ready for prime time and should brands hold on being investing capital for unrealizable short-term gains?
You can find the episode's transcript at https://retail-mashup.com/are-retail-media-networks-ready-for-prime-time/
Costco has been a shopping destination for many worldwide since its operation commerce in September 1983. As of May 2023, it operates over 845 locations in 14 countries. Headquartered in Issaquah, Washington, United States, the retail chain is known for its warehouse aesthetics, high-quality inexpensive food fares, supersized items at reasonable unit prices, and a customer experience strategy focusing on value, product demonstratio...
Nostalgia can be a double-edged sword when it comes to its ability to entice, captivate, and acquire interested consumers to relive history. In this podcast episode, DeAnn led the discussion on how brands can use nostalgia to their advantage and what type of signals can lead to failures.
You can find the transcript and additional information at retail-mashup.com/nostalgia-can-be-powerful-tool-ep16.
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International House of Pancakes (IHOP) is a well known all-day restaurant that focused on classic breakfast dishes and pancakes - lots of pancakes. This podcast episode focuses on their efforts in evolving their menu through customer and employee feedback. Customer experience never tastes this good.
The transcript can be found at retail-mashup.com/ihop-boosts-by-customer-experience-ep15
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James Bond is an iconic brand that needs no introduction. The spy agent with a taste for danger is a fictional character created by British novelist Ian Fleming in 1953.
The movie series started with Dr. No (1962) features twenty-seven productions with actors Sean Connery, David Niven, George Lazenby, Roger Moore, Timothy Dalton, Pierce Brosnan, and Daniel Craig portraying the titled characters. In total, these movies grossed m...
Makita Tools is a world-renowned brand for its construction tools. This podcast episode explores why they leaped the cordless microwave.
https://retail-mashup.com/mikita-retail-outside-the-box
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Lego has stayed relevant as a toy supplier worldwide for more than nine decades. This podcast explores the secret behind their success. We highlighted three areas to showcase the brand's resilience in capturing the imagination, driving engagement, and building consistent revenue streams.
You can find the transcript at https://retail-mashup.com/how-lego-builds-loyalty
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Mint Mobile is a beloved mobile company owned and fronted by Ryan Reynolds. This podcast showcases why the brand is so popular with the public. Hint: customer experience.
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