We all know that a stellar customer experience is key to winning attention, sales and loyalty. But what happens when your strategy gets turned upside down by a pandemic? Moving quickly is key, but how can teams do that when they’re all working remotely? Luxury shopping destination Olivela was able to adapt, with Chief Experience Officer Matthew Alland guiding the way. During this episode, Matthew sits down with Alicia Esposito to discuss:
- How the Olivela team changed their approach to collaboration to maintain momentum;
- New experiences and initiatives that allowed them to better understand new customer needs;
- Why the pandemic helped strengthen the Olivela brand and its dedication to charitable giving; and
- How the brand is tackling the reopening of its Nantucket store, complexities and all.
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