On the heels of International Women’s Day, GroceryShop hosted a moderated tabletalk for women. I was honored to join this powerful conversation with other female leaders who are dedicated to elevating the ways that grocery brands engage.
As the global pandemic disrupts grocery stores, particularly on the cusp of the new age of grocery, GroceryShop is bringing thought leaders together to explore ideas, support collaboration, and promote peer discussion. The panel of incredible women that I met with is dedicated to supporting female professionals in the grocery vertical, all the way to the frontlines, across many different markets. Here are some of the valuable insights that I took away with me.
When we speak with customers, one of the compliments we routinely receive is that the Zipline support team goes above and beyond each and every day to exceed customers’ expectations. So in this blog post, we interview Stephanie Hoang, one of Zipline’s customer support specialists about Zipline’s unique approach to support and why that translates to a monthly average of 97.7% customer satisfaction.
Before we jump into the interview, it’s important to note that Zipline doesn’t charge for customer support or limit customers to a certain number of requests. Many customers who come to us from competing solutions are blown away by the fact that they no longer have to support the fleet’s questions around using the communications and task management platform. In fact, support at Zipline is open to all existing piloting and paying customers. It is accessed by clicking the pink bubble in the bottom right-hand corner of the app.
Diversity, inclusion and equity are more important than ever. Brands are under pressure from employees and consumers to respond to the police killings of George Floyd, Breonna Taylor and many others, as well as to the demands for equality and access on the part of people of color. As companies take a hard look at their D&I initiatives and scramble to improve, it’s tempting to put on a Band-Aid instead of doing the long work.
On the first day of NRF’s 2021 Chapter One conference, Ronda Carnegie, chief innovation officer for The Female Quotient, led a panel that included Rebecca Allen, founder and CEO of footwear brand Rebecca Allen, Inc.; Chana Ginelle Ewing, founder and CEO of beauty marketplace GEENIE; and Christiane Pendarvis, co-president and chief merchandising and design officer for Savage x Fenty, Rihanna’s lingerie line.
These retail experts were clear: Change starts inside the company, and internal communication must drive an organization’s diversity goals and initiatives.
Here are three ways retailers can make sure their messages about diversity and inclusion are delivered—and heard:Read More
At NRF today, Zipline CEO and Co-founder Melissa Wong moderated a Big Ideas session with three retail professionals, who also happen to be Zipline customers. The panel discussed how Covid-19 forced their businesses to stretch and flex in new ways. The truth is that no one was ready for the chaos of Covid. But, many retailers today are able to look back and say they’re operationally stronger than they were a year ago thanks to the pandemic.
This past week, our CEO and Co-Founder, Melissa Wong, joined three other industry experts to share their perspectives on delivering delightful customer experience amidst retail’s uncertain future: April Breunle, Director of Retail Showrooms for Lovesac, Matt Weder, Director of Retail Experience at Fleet Feet, and Jordan Ekers, Co-founder & Chief Customer Officer of Nudge.Read More
As retailers, you have the power to drive tremendous loyalty through store visits. When stores run smoothly and consumers have top notch experiences, online alternatives can’t compete. Here are three reasons why the best retail experiences occur in stores and not online:Read More
In her role as director of brand stores for Fjällräven North America, Sarah’s personal goal is to improve the experience for retail employees. In her first six months on the job, she visited every store and spent time with each of the 30 store managers to uncover what was working and where things could be improved. Not surprisingly, since it’s a problem for most retailers, she uncovered frustration around how communication flowed from headquarters to the fleet.Read More
No retailer was prepared for Covid-19. But, some were able to navigate the uncharted waters better than others. A great example is maurices, an American women’s clothing retail chain with more than 900 stores based in Duluth, Minnesota. Although the pandemic challenged the team operationally, they were able to flex muscles they didn’t know they had to come out stronger than before in terms of skills, culture and business results.Read More
In the third part of our series on customer experience in Seattle, we explore REI’s flagship and discover a parking garage waterfall.Read More
Wharton’s Prof. Barbara Kahn on the importance of knowing your customer.Read More