EP61: How to Build a Modern Shopper Experience with Justin Lafoe

In this episode, Wendy Liebmann talks to Justin Lafoe, most recently Executive Vice President of Marketing and Merchandising for Trader Joe’s and, prior to that, SVP of Merchandising & Retail, Disney Parks, Experience & Products, where he worked for 25 years.They discuss:How delivering a relevant shopper experience has changed as a result of technology and COVID.How deep understanding of changing shopper expectations is essential to building relevant experiences.How the role of the physical store is more important than ever.Why retail icons, such as Starbucks, known for delivering extraordinary experiences have lost their way.How essential it is to engage all constituencies: employees and shoppers in order to deliver a compelling retail experience.The challenges to retailers and brands when values are so politicized.The role of a company’s culture in delivering the right customer experience at retail.Send us Fan MailVisit our website for transcripts, links mentioned on this episodes, and video podcasts. Subscribe and rate us with your favorite podcast app!