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Kate Fannin: “We Should Measure ROE — Return on Experience”

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Manage episode 452632145 series 1854740
Inhoud geleverd door Future Commerce. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Future Commerce of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

Retail and customer experience expert Kate Fannin brings brands down to earth for a living, driven by her consulting mantra, “People buy things; they pay for experiences.” Drawing from her career journey across iconic brands like Gap, Nordstrom, and Estée Lauder, Kate offers insightful strategies for curating meaningful customer connections that make even online shopping feel like window shopping in your favorite small town.

“The Invitation to Come and Stay Awhile”

Key takeaways:

  • Human connection never went out of style, even as digital capabilities flourish.
  • If a brand’s technology isn’t solving a pain point, they should ask: is that technology enhancing customer experience or force-following a trend?
  • [00:11:00] "What we’ve lost in digital is the invitation to come and stay awhile." – Phillip Jackson
  • [00:14:00] "There’s no such thing as drive-through luxury." – Brian Lange
  • [00:17:00] "Every brand needs to ask: What does it take to bring the customer back?" – Kate Fannin
  • [00:40:00] "Can you have human engagement at scale? Not the same as me shopping with Jackie in Cold Spring…So AI has its place, but you can’t just peanut butter it across everything." – Kate Fannin
  • [00:42:00] "People buy things, but they pay for experiences." – Kate Fannin

Associated Links:

Have any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!

Kate is a "consummate consumer" and channel-agnostic "Retail Realist" -For over two decades, she has worked in marketing, retail, and IT, including 15+ years in luxury fashion, and beauty. She has held various leadership roles at Estee Lauder Companies, Nordstrom, Neiman Marcus, and Gap, Inc.

Her passion is evaluating the consumer experience, from product and packaging to elevated, immersive "phygital" engagement programs to ensure that the customer is the top priority!

Kate has an MBA from the University of Illinois, and a BBA from St. Mary's University in San Antonio, TX, both in Marketing.

  continue reading

526 afleveringen

Artwork
iconDelen
 
Manage episode 452632145 series 1854740
Inhoud geleverd door Future Commerce. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Future Commerce of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

Retail and customer experience expert Kate Fannin brings brands down to earth for a living, driven by her consulting mantra, “People buy things; they pay for experiences.” Drawing from her career journey across iconic brands like Gap, Nordstrom, and Estée Lauder, Kate offers insightful strategies for curating meaningful customer connections that make even online shopping feel like window shopping in your favorite small town.

“The Invitation to Come and Stay Awhile”

Key takeaways:

  • Human connection never went out of style, even as digital capabilities flourish.
  • If a brand’s technology isn’t solving a pain point, they should ask: is that technology enhancing customer experience or force-following a trend?
  • [00:11:00] "What we’ve lost in digital is the invitation to come and stay awhile." – Phillip Jackson
  • [00:14:00] "There’s no such thing as drive-through luxury." – Brian Lange
  • [00:17:00] "Every brand needs to ask: What does it take to bring the customer back?" – Kate Fannin
  • [00:40:00] "Can you have human engagement at scale? Not the same as me shopping with Jackie in Cold Spring…So AI has its place, but you can’t just peanut butter it across everything." – Kate Fannin
  • [00:42:00] "People buy things, but they pay for experiences." – Kate Fannin

Associated Links:

Have any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!

Kate is a "consummate consumer" and channel-agnostic "Retail Realist" -For over two decades, she has worked in marketing, retail, and IT, including 15+ years in luxury fashion, and beauty. She has held various leadership roles at Estee Lauder Companies, Nordstrom, Neiman Marcus, and Gap, Inc.

Her passion is evaluating the consumer experience, from product and packaging to elevated, immersive "phygital" engagement programs to ensure that the customer is the top priority!

Kate has an MBA from the University of Illinois, and a BBA from St. Mary's University in San Antonio, TX, both in Marketing.

  continue reading

526 afleveringen

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