The What's What: Recent Episodes
Matt Marcotte
Welcome to The What's What, a delightfully curated rundown of the latest industry happenings and why they matter to YOU — courtesy of the RCG Industry Advisory team.
This week Alex Drinker and Sri Narasimhan, VP, Head of Enterprise Customer Experience for CVS discuss the importance of using data to deliver a connected customer experience and Sri's top priorities for the year. He also divulges what qualities he looks for in a vendor/retailer partnership...good stuff, don't miss this one!
Tune in as we discuss how returns are impacting (challenging) the industry and some creative ways for retailers to reduce returns and improve return margins.
This week we are sharing our quick takes on the top themes that we heard at the 2023 National Retail Federation (NRF) Big Show. All of the themes that we discuss are support the broader goal of improving profitability, productivity and customer-centricity for retailers and brands over the next year.
- Shifting focus to loyalty and retention
- Connecting all customer touchpoints
- Experiential Retail
- Building customer communities
- Making retail more sustainable
- Empowering the associate
- In store tech
- Adoping AI and Automation
- Accessing new revenue streams - i.e. retail media
- Building a customer centric digital org
As we kick off the new year, Alex Drinker and Rob Garf came together to share their thoughts on the Retail world right now, you will hear some of the top themes, challenges and opportunities for retailers and where they should be focused in 2023.
Tune in as we explore the advantages of shifting spend from traditional media to digital media for consumer goods companies.
We are closing out the last podcast of the year with part two of our future of loyalty series where we share some of the top trends and our predictions about the blending of web2 and web3 in loyalty. Don't miss it!
Over the next two weeks, we’re talking about the key trends in loyalty and where loyalty and membership are headed in the future. We could talk about this for hours ... but we’ll, of course, spare you — and share the highlights!
Cyber Week put on quite the show. Salesforce is reporting that global sales clocked in at $262 billion globally, including $68 billion from the US. We break down all the details with Caila Schwartz, Salesforce Director of Retail Industry Insights.
Last week we shared all of the things that make GenZ, "GenZ" - this week we are sharing every marketers dream...5 strategies to catch Gen Zs [very short] attention span.
This week we are talking all about GenZ and the 5 marketing must-haves to win the [very short] attention spans of this generation. Yeet!
This week, we’re sharing an overview of our new Industry Perspective on why retailers need to take a more proactive approach in customer service and the positive impacts this has on the customer experience! We don't leave you hanging - we are also sharing strategies for retailers on how they can start to make a shift to a more proactive experience.
In the last episode, we talked about all of the inflationary pressures and the enormous struggle that inflation creates for retailers and brands. Today, we’re bringing some solutions to help brands and retailers navigate these rather challenging times!
Inflation is still very much top of mind, in fact, about two-thirds of companies in the S&P 500 that reported earnings in the first two weeks of the season (Oct. 10-21) had representatives mention inflation, according to a search of conference call transcripts by FactSet. This is why we are re-sharing this gem that we recorded in August about the impact of inflation on retail and consumer goods industries. We are breaking down how inflation is impacting brands and retailers and in part 2 we will dive into strategies for how they can survive and thrive in the inflationary environment.
We are sharing a recap of a Dreamforce session on the ROI of Salesforce for Retail. As consumer and employee expectations rise, retailers need to transform legacy technology to legendary technology to drive efficiency, profitability and ultimately, customer-centricity. Listen in to hear the amazing results and how one of our customers is removing annoying experiences for their employee, partners and customers. More Resources: You can https://click.cp.mc.salesforce.com/?qs=85903cf5355f355bf1b4c0ed0762001bcc29560f4c710ccf5a313cce95c5d1b1b987117d4bb983f7e00f1f880cdd37a4636bca8e3ca66be2 (watch and share) the Dreamforce session with your customers. If you want to dive further into the data, check out the https://click.cp.mc.salesforce.com/?qs=85903cf5355f355b6e6ea3ce8dc6ccfb2a641d5b4c35fb4f92e8c6269ad70e8109ef2049e5b00d06c19ad2cb8d35d9038e425d44c78f93e0 (Forrester Total Economic Impact report on the ROI of Salesforce for Retail).
Last week we shared some of our favorite moments from the Retail and CG Keynote, this week we are sharing our top takeaways from our customers and from Dreamforce in general.
Wow! Dreamforce was such an amazing experience and we thought it would be fun to get some of the Industry Advisors together to share their favorite moments and top takeaways from the week. Because we have so much to say about it, we will be sharing this in two episodes...stay tuned for more!
This week we are sharing an earlier episode about how brands can start meaningful conversations with their customers and adopt a CLV approach to build deeper relationships with their best customers.
Today we are talking about the importance of retailers building seamless commerce experiences. We break down the market forces pushing retailers and brands to change, the challenges they are facing and where they need to invest.
Retail Media Networks continue to be on a hot streak. So this week, we are re-sharing this little gem where Matt, Alex & Sara give us the ins and outs of Retail Media Networks, and how they can capture consumers where they shop. After all, the best time to get a customer to transact is when they are in the shopper journey!
If you can't stop scrolling through #tiktokmademebuyit this one is for you! Today we are diving deeper into the world of Social Commerce with guest Nino Bergfeld. We discuss why brands and retailers need to embrace social commerce. The many facets of social commerce (conversational commerce, AR, & livestreaming) and how brands can embrace social commerce into their strategy...All in 14 minutes! Replay from February 1, 2022
We have a special interview to share with you today that was led by Brian Solis who is the VP, Global Innovation Evangelist @ Salesforce along with Sunil Rao and Alex Drinker. Listen in as they discuss how retailers and brands can maintain customer loyalty in the midst of supply chain challenges, labor shortages and inflationary pressure.
We left you with a bit of a cliff hanger last week...sorry about that, really! This is part 2 of the discussion on if brands would be better off taking more of their marketing efforts in house. If you are tired of hearing from your brands that they won't engage in marketing conversations because their 'agencies take care of all their marketing', then don't miss this podcast where we discuss all the pros and cons for the opportunity to in-house some of the commonly outsourced marketing activities.
Are you tired of hearing from your brands that they won't engage in marketing conversations because their "agencies take care of all their marketing?" Then don't miss this podcast where we discuss all the pros and cons for the opportunity to in-house some of the commonly outsourced marketing activities.
In the last episode, we talked about all of the inflationary pressures and the enormous struggle that inflation creates for retailers and brands. Today, we’re bringing some solutions to help brands and retailers navigate these rather challenging times!
There are major concerns about inflation and its impact on retail and consumer goods industries. We are breaking down how inflation is impacting brands and retailers and in part 2 we will dive into strategies for how they can survive and thrive in the inflationary environment.
Last week we shared part 1 of the why it is so important for brands and retailers to adopt a CLV approach, this week we are diving into HOW do retailers and brands actually go about doing that and what not to do.
Over the next two weeks Vlad Hanzlik joins us to share the importance for brands and retailers to adopt a Customer Lifetime Value (CLV) approach and build deeper relationships with their best customers. Listen in today as we dig into “the why” around shifting from a transactional approach to a CLV approach.
Listen in as we talk with Ben Kaufman about his journey to create CAMP, a family experience company. Ben shares how the art of story telling inspired him to create a space that is designed to inspire and engage families and combine play, media and merchandise to create a fun environment.
Ho, Ho, Hold up...we're talking holiday already? Tune in as Caila Schwartz shares our https://www.salesforce.com/blog/holiday-shopping-predictions/ (Holiday Predictions) for retail and consumer goods. We'll dive into how inflation will shape the holiday season & how consumer shopping behaviors are shifting. Prediction 1: Shoppers will buy even earlier to avoid price hikes Prediction 2: Loyalty shifts to value Prediction 3: Physical stores will drive growth across all channels Prediction 4: Shoppers will gravitate toward sustainable options Prediction 5: Retailers will test NFT drops
This week we are sharing the second part of our conversation with Nick Trakas, the Director of Global Salesforce Partnership for Bringg. This week we dive in to where retailers should start, what the future of last mile and customer experience looks like.
Today we are sharing an interview from a familiar voice, Nick Trakas, Director of Global Salesforce Partnership for Bringg. We talk about the critical components of last mile and why it is more important than ever. We also dig into the employee experience and why a great employee experience facilitates a a great customer experience.
This week we are continuing our discussion with Liza Amlani, Principal and Founder of Retail Strategy Group - we dive into key topics like sustainability, connecting data across the business and how merchants are playing a critical role in the customer experience.
This week we are chatting with Liza Amlani, Principal and Founder of Retail Strategy Group. We will talk about the obstacles that merchants are working to overcome, the opportunities to get faster to market and how the world of merchandising is transforming in a digital first world.
Last week we shared part 1 of our conversation with Aaron Cheris, Partner at Bain & Co, where we discussed the growing pressures of inflation and labor shortages in retail and CG. This week we are digging deeper into sustainability and how retailers and brands need to optimize supply chain, transparency & merchandise mix to curb the impacts of inflation.
This week we are continuing our industry expert series with Aaron Cheris, Partner at Bain & Co and he is giving us the 101 on everyone’s favorite (or maybe not so favorite?) topics these days…inflation & labor shortages. We’ll talk about the shifts that both CG and retailers are making to curb inflation, provide great employee experiences to retail their top talent and strategies for protecting their profit margin.
This week we are continuing our discussion with Sarah Willersdorf, Managing Partner & Head of Luxury Practice at BCG. In part 1 of this conversation, we covered social commerce, live streaming, the importance of content, and how GenZ thinks about engaging with brands. In this episode we are diving into the post purchase experience, social service, and the importance of a test and learn culture using tech, tools and teams.
Get excited because we are continuing our industry expert interview series. This week we are talking to Sarah Willersdorf, Managing Partner & Head of Luxury Practice at BCG. In part 1 of this conversation, we are diving into social commerce, live streaming, the importance of content, and how GenZ thinks about engaging with brands. Tune In!
This week we are diving into the topic of cookies 🍪 <--no not that kind. We are sharing another amazing conversation from Shop Talk, this time with Suruchi Shukla, VP of Integrated Marketing at Tailored Brands. Listen to learn why cookies have made marketers lazy and what they can do to engage with consumers at the right points in the funnel to drive loyalty.
If you’ve been paying attention over the last 2 weeks during our discussion with Adam Pressman from Alix Partners about how retailers are defining customer experience from acquisition to retention. This week in our final installment we are talking bout how retailers can leverage digital tools and execution and think differently about their digital talent and human capital.
Last week you heard the first chapter of our discussion with Adam Pressman from Alix Partners about how retailers are defining customer experience. This week we are chatting about the post-purchase and returns experience and sustainability.
Over the next couple of weeks, we are going to be sharing some discussions we had with industry leaders when we were at ShopTalk. This week we are sharing our chat with Adam Pressman from AlixPartners about how retailers are defining customer experience and diving into the value of stores and digital working together to create meaningful omnichannel experiences.
This week Matt, Alex and Sara give us the 4-1-1 on Retail Media Networks and the world of hurt that Facebook is feeling due to Apple and Google's recent privacy changes. Heres what we’re breaking down in this week’s trends in retail and CG: The retail media buzz Can we, uh, share notes on sustainability!? The future of retail real estate A return trip might not be all bad, unless you let it be bad
This week Sara, Celeste, James and Devin talk all about acquiring and engaging with loyal consumers...and spoiler alert, it starts with 1st party data.
Today we are talking about the importance of retailers building seamless commerce experiences. We break down the market forces pushing retailers and brands to change, the challenges they are facing and where they need to invest.
Today we are discussing the ways business relationships are transforming for retailers and restaurants. Market forces that are pushing businesses to transform how they work with their partners. We will dive into the challenges that retailers and brands are experiencing when delivering on these evolving expectations, and what business capabilities retailers and brands need to invest in to execute these strategies. In The What's What newsletter we are breaking down the following trends - check it out! A loyal(ty) subject - NFTs are not just for collecting Disney plus ads = win/win - Disney is launching ad-supported Video on Demand option for subscribers REI wants you for life - a lifetime loyalty program...where do I sign up? Workers to their bosses ... still: SEE YAH - the great recession continues
This week we are chatting about how retailers can optimize their investments in their stores and store associates. Around 18 months or so ago, there were some skeptics that thought stores may not be as necessary in the future. But we are here nearly 2 years later and can say that stores are more critical than ever! But how they operate has fundamentally changed, which means it is time for retailers to fundamentally change how they optimize investments in the store & associates. Let's dive in!! In The What's What newsletter we are covering: HSN ... kind of Some Grubhub-bub Target’s got curb appeal Victoria’s Secret goes for a younger target demo
This week Kimberly Barach comes on to run through the ins and outs of Customer Service! Here’s what we’re breaking down this week in retail and CG: The great ad spend pivot Are spin-offs a flash in the pan? Started at the chatbot(tom) now I’m here EU regulators are a’ regulating
🌎 By your powers combined, I am Captain Planet! 🌎 Get ready, because we are talking all things sustainability on the podcast. In the newsletter you will find: The privacy pivot! Prices, they ain’t pretty The gaming industry is leveling up Beware of the dark store (actually it’s a good thing)
Today we are going deep on everything you need to know about metaverse! No, it's not going away. In the newsletter you will get the scoop on: It’s Disney’s streaming land and we’re just playing in it Free shipping, what a sham. NFL, NBA, NFT ... too many acronyms? Nordy Pod?!
Today we are diving deeper into the world of Social Commerce with guest Nino Bergfeld. We discuss why brands and retailers need to embrace social commerce. The many facets of social commerce (conversational commerce, AR, & livestreaming) and how brands can embrace social commerce into their strategy...All in 14 minutes! Be sure to check out the newsletter where we break down the following trends: Brace for a beauty battle Which way is the sale? Repeat after me: omni-channel, omni-channel, omni-channel Could a hyper focus on sustainability actually be a bad thing?
Ch-ch-changes...we are trying something new this week and diving deeper into the world of NFTs since that is such a hot topic these days. Listen in and let us know if you like this format. As for the newsletter - we still have you covered with the top trends of the week: Changes coming to the supply chain? It’s a shore thing A StAR is Born ... in social commerce Amazon brings an in-store experience the consumer won’t soon forget Your 2022 grocery trends ... delivered
Here are this week’s trends in retail and CG, because you never know when they’ll come in handy: Grocers gone digital It’s a beauty boost, baby Gasp fake influencers? King DoorDash, ruler of the Last Mile
The details we can give you: this week’s trends in retail and CG ... COVID sucks, but mall landlords are making offers An outstanding BNPL balance? BRB. The holidays were happy indeed Now you can explore NFTs ... in store?
Because we should all start 2022 on a high note of knowledge when it comes to trends in retail and CG, we’re bringing you two new trends and a few oldies but goodies in case you skipped over a newsletter or two heading into the holidays: Trimming the wasteline New Year’s resolutions ... this year is going to be different. No, really. Trust us. Some other important ICYMI trends that will be on the midterm
We all know you can’t be ringing in the new year until you’ve gotten your breakdown of this week’s trends in retail and CG, so we have arrived! We really don’t want to pay for it now Did you hear that? It’s the groceries at your door that you didn’t even order yet eBay gets serious about the sneaker market How to keep workers amid the Great Resignation
OK, so maybe the trends are not top of mind for you right now, but we’re delivering them anyway — wrapped up with a bow, in honor of the holidays: Dazzling the customer with data Returns are such a drag Take it for a spin-off? Mass media innovation
Here are the latest trends in retail and CG: Pumpkin pie is being gasp replaced RFID, it’s the magic sauce The next phase of the internet is here ... beam us up, Scotty The right way isn’t always the easy way
Here’s what we’re breaking down this week in the retail and CG world: In-store foot traffic on Black Friday was AMAZ- ... oh, it wasn’t that great Lush needs a social break Free shipping pairs nicely with a member program Lulu to Peloton: It’s not me, it’s you, but it’s also me
Here’s what we’re talking about this week for trends in CG and Retail: Lap of luxury? Nah, try comfort. Are you under the influence of ... people? Ad spend is on the up & retailers want a piece of the pie Amazon does it again, because of course
Before you wind up in an inevitable food coma, let’s break down this week’s trends in retail and CG: J&J parts ways (two to be exact) Fashion makes a climate commitment Marketing game-on for college athletes! Forget the worm, a lot of early birds got all their holiday shopping done before the first “trick or treat” was uttered
Here’s what we’re breaking down this week in CG and retail: If you can’t find talent, grow talent Amazon wants to make it easier to take all your money Drive-thru crypto? That’s a wrap on China’s biggest shopping festival
Here’s what we’re talking about: As Mariah Carey would say, “all I want for Christmas is that gently used sweater” Tech + retail, it’s a beautiful thing $$$$$$$$$$$$$$$$$$$$$$ ← amount spent on digital marketing When it comes to the consumer, just be direct
Happy November and here’s what we’re looking at this week: How The Amazon Stole Christmas (from every other retailer) — coming to a theatre near you No cash? Great. Google is going omnichannel It’s a skimp cocktail for retailers
Here’s what we’re breaking down this week: It’s all about customer circumstances, baby E-commerce is packing its bags and going out on its own Scroll, shop, stream, shop It’s not delivery, it’s DiGi-, no it’s actually delivery
Here’s a sneak peek at this week’s trends: The price of goods is rising faster than that sweet old man with the balloons attached to his house I stream, you stream, we all stream for Netflix shopping Why so(ber) serious? A new meaning to changing channels
Here's what we are breaking down this week: Consumers to FB: It’s nunya business When I ship, you ship, we ship Gen Z wants to get Phygital Golf news — it’s about (tee) time
Here's what we are breaking down this week: More on the faBOOlous Halloween outlook Don’t turn into a Scrooge this holiday shopping season Robots, man, get used to them Time to take Fido to Figi
In this issue: Shopping sustainable shouldn’t be rocket science The cookie crumble Beauty’s take on personalization Kroger and Instacart have a thing
Here’s what we’re breaking down this week: If Zuckerberg hasn’t done enough to ruin our eyesight ... Don’t be dumpy on digital The fight for retail workers is on Get ready, the Metaverse is coming
Here are the trends we are breaking down in retail and CG: Kiosks are cool now, haven’t you heard? Keeping it green by keeping it more about you Don’t count brick & mortar out Retail health care coming to a small town near you
Here’s what we’re breaking down this week: Evening the playing field across body types AI helping to fill that labor shortage gap Stores — what’s their deal? Who hasn’t always wanted a personal shopper?
Here’s what we’re breaking down this week: Disney + Target = magic Email marketing lives on Aye, we’re talking about AI The best code to crack
Here’s what we’re breaking down this week: Spending = woo, inflation = ugh Putting those $$$ toward social and search So ... about saving the world. RCG’s got this! The ball is in your ... port?
Here’s what we got for this week’s edition of The What’s What: Subscriptions? Nah, just rent it. Multiple brands, one membership — it’s a beautiful thing Building that connection Restaurants need to tech it up!
In this week’s edition of The What’s What, here’s our trend overview: Catch you on the (You)Tube See ya, cookies Carbon callout Brands are getting their heads in the game
For this week’s edition of The What’s What, we’re breaking down .... This market(place) is hot right now Subscription models offer more than meets the eye The main Sustainability culprit Next-Day delivery demands (we’re high maintenance)
Here's what we are breaking down for this week’s trends in retail and CG: Worker Woes ... when will they end? Robots are helping shoulder the load ... literally Don’t touch that dial ... SHOP! The sustainable path forward
Here’s what we’re breaking down in this edition of The What’s What: RIP stained paper menus, you will not be missed Grocery shopping? You got this. No, like you literally got this, no one will be helping you. They’re a new breed of influencers Private label boom
Here's what we’re breaking down for this week’s trends: What’s cooler than cool? A digital cooler screen. A rare word: “in-stock” It’s all about you Old is the new new
Here’s what we’re breaking down: Is it healthcare? Is it retail? Is it healthtail? Dear Victoria’s Secret, it’s better late than never ... Going to the store, it’s a thing Retail media is on the rise!
Before you shift into weekend mode, here are the trends we are diving into this week: Umm, where did all my chips go, bro? RIP sweatpants Millennials are old now, let's talk Gen Z! Oh my gosh, Becky, look at that data ... it is so big
Here's what we are breaking down this week: We’re talking drinks! Cheers! Sustainability, is that you? rubs eyes It’s a Thanksgiving miracle Data clean rooms, they’re a thing
Here are the top trends in retail and CG we’re sliding into this week: Prime Day means $$$$ for more than just Amazon Sneakerheads make their mark When you stare at your house long enough, it’s suddenly time for improvements Metrics, metrics and more metrics (but what does it all mean?)
Here’s what we’re breaking down: Grocers truly are MVP status People are still craving those luxurious goods Shaking up the in-store experience How RFID is giving retail an assist
Here are our top trends for the week: An earnings roundup and the retailers’ race to raise the minimum wage Step into your virtual dressing room CPG is all in for health and wellness DTC is getting a shiny new definition
Here’s what we’re talking about this week! NFTs or Non Fungible Tokens are taking the world by storm Personal payment plans, they’re all the rage right now Wholesalers are dipping their toes into the marketplace waters Microfulfillment centers are upping the game for brands and retailers
Here’s what we've got cooking this week ... Retail Therapy takes on a whole new meaning Packaging got a bad wrap ... now it’s stripping down Robots have invaded stores & fulfillment centers DTC is shaking up loyalty
In this week’s episode: Why returns have become an enormous problem for retailers The Last Mile is becoming a bigger part of the customer experience Getting Phygital and why inventory transparency has never been more critical We're spilling the Loyal-tea
In this week’s episode: What does the rise of Bitcoin, coinbase, and adoption of cryptocurrencies mean for retailers? Customers new obsession with revolving closets The Social eCommerce Boom The rise of Subscriptions-how brands and retailers are adopting and evolving subscription services
In our second edition - Retailers and Restaurants are struggling to hire at the clip they need to Associates are not trained or equipped to deliver the customer service digital first customer have learned to love Are SPACs Getting Whacked Empathy is the next level of personalization
Our inaugural episode unpacking Retail and Consumer Goods trends. In This Episode: Brands and retailers take a stand around social justice and equality How do you make sustainability sustainable? Marijuana industry hits a revenue high What does it mean to live in a cookie-less world?