News Feature | January 13, 2014

Retail Cool Panel: 6 Great Customer Experience Quotes

Retail Orphan Initiative

By Jim Roddy, Integrated Solutions For Retailers

Quality insight into the retail industry doesn’t have to come from long established, household names. That proved true during the uniquely titled “Retail Cool Panel” during RetailROI’s Super Saturday on Jan. 11 in New York City.

The panelists for this session were RevZilla.com founder Anthony Bucci, Wild Things CEO Ed Schmults, and STORY founder Rachel Schectman.

The session was promoted as “young innovative retailers doing things that are breaking the mold,” and provided some great quotes about the customer experience.

Schmults, Wild Things: “Don’t tell people what to buy. Help them design the combination of what works for them.”

Shechtman, STORY: “In retail, we’re going to see more community and more entertainment. If you’re going to put retail technology into a store, give me an experience I can’t get at home.” 

Bucci, RevZilla: “Technology allowed us to will our company into business. And technology advancement drives our customer experience decisions.” 

Schmults, Wild Things: “Enabling consumers to customize (our products) on our website drove up consumer spend by 25 percent per purchase, and only 6.6 percent of those products were returned. I see mass customization rolling out significantly.”

Schectman, STORY: “Gone are the days you can compete only on price, quality, and service.”

Bucci, RevZilla: “Start with asking what interaction the consumer would want to have. They develop your strategy from there.”

Super Saturday was held at the PwC Auditorium on Madison Avenue in New York City on Jan. 11, the day before NRF’s Big Show 2014. Nearly 200 retail analysts, technology executives, and retailers gathered for a day of industry knowledge sharing while supporting RetailROI, an industry group committed to helping orphans. For more information, go to www.RetailROI.org.

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