Product & Innovation
How does customer experience build a retail brand online?
Answered independently in 1 episodes. Every line below is verbatim from the transcript, timestamped to the moment it was said.
The short answer
What the archive says
01Commerce metrics and brand metrics have blended over the last two to five years - customer experience now is the brand, not the colors or the music. source →
02Kill friction between online and stores by letting customers build and submit their credit application online, then finish the purchase in store without redoing 15-20 minutes of paperwork. source →
03Roughly 95% of customers who transact in a Conn's store start their journey on Conn's.com, so the site has to build brand confidence before anyone walks in. source →
In their words
What was actually said
From Nike to join Microsoft to lead their Product design team and UX team I was part of the Microsoft Azure cloud and then also the Microsoft commerce platform Microsoft was trying to sell stuff online. They still do today and my team's Responsibility was to sort of build out that entire e-commerce experience Along with that a few other things, but yeah, mostly it's just the e-commerce Um, and then from there went to Ogui, which was again a phenomenal move.
The episodes