TouchPoints TV is a periodic video podcast which covers the Retail Industry and offers insights from leading executives on emerging strategies, innovative products and services, and recent retail news. Subscribe to the feed and stay in touch with the latest retail happenings.

Lovesac: The Journey From Singular Channels To Omnichannel

A fast-growing furniture retailer, Lovesac has expanded to 60 stores and an online business in 10 years. To continue on a strong growth path, Lovesac needed a flexible and scalable commerce solution. With 400 fabric choices, several cushion choices and combined in-store and online purchasing, "the complexities were too much for a traditional point of sale system," noted Kim Dietz, Product Manager, Omnichannel for Lovesac during the NetSuite SuiteWorld event. In beta testing NetSuite's new SuiteCommerce InStore solution, Lovesac has found the complete system to meet its needs. When researching new solutions, Lovesac "starts with the customer," explained Darren Johnson, Senior Director of E-Commerce, rather than "building solutions for technology's sake."


Adore Me Shares The Love On Mobile And Social Media

With: Sharon Klapka, Director of Business and Brand Development for Adore Me

As an online-only retailer, digital is in Adore Me's blood. Operating in an agile fashion, team members can test new messaging tactics, offers and incentives across email, social media, and mobile. The Adore Me team then lets the data speak for itself, and tailors strategies based on consumers' response. During this episode of TouchPoints TV, Sharon Klapka, Director of Business and Brand Development for Adore Me, discusses the testing and learning process, and how Adore Me will be investing in mobile in the future. (Filmed at FD Mobile)


American Eagle Embraces Mobile To Connect With Millennial Customers

With: Joe Megibow, SVP and Chief Digital Officer at American Eagle Outfitters

The target audience for American Eagle Outfitters is tech-savvy Millennials. So it's only right that the apparel retailer tests in new engagement tactics and invests strategically in mobile. After all, Millennials are acquiring more spending power, and they rely on their smartphones to accomplish a variety of tasks. During this episode of TouchPoints TV, Joe Megibow, SVP and Chief Digital Officer at American Eagle Outfitters, reflects on the retailers' past technology tests and lessons learned. He also shares how the entire business broke down department silos and is now collaborating more effectively. (Filmed at FD Mobile)


BaubleBar Implements Video Customer Engagement

With Nina Alexander-Hurst, BaubleBar

Nina Alexander-Hurst accepts a Customer Engagement Award from Retail TouchPoints. Her customer experience team is called SWAT (Service With Accessorizing Talent). “Everyone is really excited to engage with the customer and figure out new and exciting ways to do that,” Alexander-Hurst explained. To that end, BaubleBar created a video shopping experience with the help of vee24 to “take the friction out of the online shopping experience.” Shoppers are able to engage one-on-one with stylists to help choose their fashion jewelry items.


E-Plus Gruppe Delivers Cross-Channel Success To 20M Shoppers

With Michael Dyballa, Head of Retail Marketing at E-Plus Gruppe

Michael Dyballa, Head of Retail Marketing at E-Plus Gruppe accepts a Customer Engagement Award from Retail TouchPoints. The Germany-based Telco retailer serves more than 20 million customers in 400 stores. E-Plus Gruppe recently focused on updating its cross-channel strategy with the help of OneView Commerce. The new solution “brought the online channel and the offline channel together,” Dyballa said. Store associates are able to create more sales, he added. “It’s the first time they see online as a friend.”


TouchPoints TV at #NRF14: John Thrailkill, The Container Store

One of the best companies to work for, according to Fortune Magazine, The Container Store is seeking "simplification" in the way store employees interact with shoppers. The 63-store retailer has implemented a mobile solution from Theatro that is allowing employees to conduct all business from one spot in the store, with technology that equals what the customer has in-hand. Container Store employees are now able to keep interactions with the customer "'heads up' instead of 'heads down'. The idea of employees constantly staring down at a screen is not appealing for customers," Thrailkill explained. The Theatro solution facilitates real-time interactions between employees in-store, between stores and with the corporate office.


TouchPoints TV at #NRF14: John Hnanicek, Charming Charlie

Last year Charming Charlie opened 50+ stores in the U.S., with more planned for 2014. The company recently launched a loyalty program focused on analytics. “We launched the loyalty program roughly 9 months ago …and already have over 4 million members,” noted Hnanicek. “We now know who are best customers are and are targeting our direct mail campaigns more effectively. Our major objective for this year is: How do we tie all this data together?” The retailer is using the Manthan customer analytics platform to tie all the information together.


TouchPoints TV: Jennifer Zuccarini, Fleur du Mal


Pop-up stores present an opportunity for retailers and brands to connect with new audiences without having to commit to a long-term brick-and-mortar strategy. For example, Fleur du Mal plans to roll out pop-up shops in several markets before determining whether brick-and-mortar is the right strategy. Alicia Fiorletta, Associate Editor of Retail TouchPoints, got the chance to chat with Jennifer Zuccarini, Founder of Fleur du Mal, in the brand's pop-up shop in SoHo, New York City. In this episode of TouchPoints TV, Zuccarini shares the inspiration behind Fleur du Mal, and how pop-up shops, coupled with mobile and social media, are helping the company raise awareness worldwide.

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TouchPoints TV at #NRF13: Michael Frank, PacSun


Michael Frank, PacSun

Frank talks about PacSun placing its brand in the same social environments as its customers. Last year the retailer implemented a Facebook application with Revionics. “Our community size has increased dramatically” as a result of this type of implementation. “Social commerce is going to be the next step…giving them access to purchase without hitting them over the head.”

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