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Episode 4

Wendy Liebmann on Following the Shopper to the Future.

It's A Customer's World Podcast

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As the conversation begins, Wendy talks about the current retail space, especially in light of the COVID-19 pandemic. The pandemic has seen a number of shifts in the retail space, though many of these shifts had started far before the onset of COVID-19. Wendy considers what is to come next, explores questions raised by the move to e-commerce, and considers both a decrease in browsing behavior and the need to change the in-store experience. Further, Wendy and Andy discuss technology changes COVID-19 has advanced, as well as issues surrounding sustainability and packaging. Looking toward the future, Wendy pushes for a top-down approach, understanding shoppers’ lives, and capitalizing on emotional touchpoints. Finally, Wendy offers advice to students and people entering the field.

Key Takeaways

 

0:44 - Andy introduces his guest, Wendy Leibmann

2:14 - Wendy’s life in recent years

5:01 - What she expects to see in the future

8:50 - Wendy and Andy discuss a decrease in browsing behavior

13:50 - Retailers need to change the in-store experience

17:25 - The shift to e-commerce

23:01 - COVID-19 has seen advances in technologies

26:49 - Wendy and Andy talk issues around sustainability, packaging, and mindset

31:34 - Effectively designing the future state

35:55 - Retailers should capitalize on emotional touchpoints

40:02 - Wendy’s advice for students and those just entering the field

Meet Your Host: Andy Murray

 

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.