Episode 4

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Published on:

25th Jan 2021

Wendy Liebmann on Following the Shopper to the Future

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.

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About the Podcast

It's a Customer's World with Andy Murray
Equipped with more than 30 years of experience in retail, most recently as the Chief Customer Officer for Walmart Asda in the U.K., host Andy Murray is sharing his expertise through his new role as the founder and executive chair of the Customer Centric Leadership Initiative at the University of Arkansas Sam M. Walton College of Business. Now more than ever, retailers and brands are accelerating their quest to be more customer centric, but to be truly customer centric, it requires both a shift in mindset and ways of working, not just in marketing but in all parts of the organization. Through his initiative and this podcast series, Andy will be talking with practitioners, thought leaders, and scholars to hear their thoughts on what it takes to be a leader in today’s customer centric world.

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