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

Links:

Learn more about Wendy Leibmann and WSL Strategic Retail.

Learn more about Andy Murray.

Learn more about the “It’s a Customer’s World” podcast.

Learn more about the University of Arkansas and its Customer Centric Leadership Initiative.

Learn more about the University of Arkansas’ business school, Walton College.