Join hosts Chuck Moxley and Nick Paladino as they talk with Robert Neer and Brent Van Wieringen, former Best Buy product leaders who orchestrated one of retail's most impressive digital transformations.
With experience leading consumer-facing digital experiences and customer journey optimization, Robert and Brent share how they scaled curbside pickup from 25% of stores to chain-wide in just 72 hours, plus insights from studying competitors' failed attempts during the same period.
Key Actionable Takeaways:
- Create urgency through customer outcomes, not arbitrary deadlines - Focus teams on solving customer problems rather than hitting dates to avoid artificial chaos and shortcuts
- Expose your entire team to customer pain points - Put engineers, designers, and product managers directly in front of struggling customers to build genuine mission-driven motivation
- Measure success beyond conversion rates - Track lifetime value and downstream impact of customer engagement activities, not just immediate transactions
Want more tips and strategies about creating frictionless customer experiences? Subscribe to our newsletter!
https://www.thefrictionlessexperience.com/frictionless/
Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook
-
Goods Company Website: goodscompany.io
Robert's LinkedIn: https://www.linkedin.com/in/robertneer/
Brent's LinkedIn: https://www.linkedin.com/in/brentvanw/
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/
Chapters:
(00:00) Introduction
(01:45) Pre-pandemic curbside pickup foundation
(04:00) 72-hour chain-wide rollout during COVID
(08:00) Physical and digital coordination challenges
(11:00) Breaking down organizational silos
(12:45) Enduring lessons from pandemic transformation
(18:35) Creating urgency without chaos
(24:55) Building mission-driven teams today
(27:55) Product management philosophy and myths
(30:50) AI's role in product development
(35:50) Common misconceptions about frictionless experiences
(37:50) Conclusion
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
Cardiac Cowboys
The heart was always off-limits to surgeons. Cutting into it spelled instant death for the patient. That is, until a ragtag group of doctors scattered across the Midwest and Texas decided to throw out the rule book. Working in makeshift laboratories and home garages, using medical devices made from scavenged machine parts and beer tubes, these men and women invented the field of open heart surgery. Odds are, someone you know is alive because of them. So why has history left them behind? Presented by Chris Pine, CARDIAC COWBOYS tells the gripping true story behind the birth of heart surgery, and the young, Greatest Generation doctors who made it happen. For years, they competed and feuded, racing to be the first, the best, and the most prolific. Some appeared on the cover of Time Magazine, operated on kings and advised presidents. Others ended up disgraced, penniless, and convicted of felonies. Together, they ignited a revolution in medicine, and changed the world.