Using Technology to Redefine the Customer Experience with Alex Back

Rooted in Retail

Meet Alex Back, an e-commerce entrepreneur who is shaking up the furniture industry. He’s the founder of Couch.com, a new startup focused on solving one of the biggest issues for consumers in the furniture industry: where the heck to buy a couch?

Before launching Couch.com, Alex co-founded and ran Apt2B, a popular online furniture brand that he led to a successful exit and transition just last year. In this episode, he shares his favorite tips and tools to help retailers market, evolve, and think outside of the box.

Alex also explores how to balance your online and in-store sales, especially for big-ticket items. Plus, we dive into how AI is shaping the future of retail, why personalized customer experiences matter, and how technology can help small retailers thrive.

With years of experience in retail, Alex brings a wealth of insights to the table. So whether you're a seasoned retailer or just starting, this episode is filled with actionable wisdom to help you succeed in the ever-changing world of retail.

[00:00] A special offer for EVOLVE attendees and Rooted in Retail Listeners

[02:12] Alex's journey in furniture retail from selling his first company to starting a new one

[04:35] How Alex is helping solve the biggest issue that faces furniture customers and retailers

[06:54] The unique challenges of retailing big ticket items compared to smaller ticket purchases

[10:09] How should indie retailers adapt their marketing strategies to stay competitive and relevant in today's fast-paced environment?

[16:19] Alex's advice for retailers who want to start exploring brand partnerships

[21:15] How Couch.com is addressing the gap between brick and mortar and online search for furniture commerce

[25:36] The strategy Alex recommends retailers use AI to personalize the customer shopping experience online

[29:42] What future trends does Alex foresee in retail as AI evolves for big-ticket items?

[34:03] How Alex believes retailers can adapt to fast-paced technology shifts to maintain or increase their market share

[36:09] Alex's resilience round

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Get all of the resources mentioned in today's episode on the website at: https://www.crystalmediaco.com/episodes/using-technology-to-redefine-the-customer-experience-with-alex-back/

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Chapters

1. Welcome Alex Back of Couch.com (00:00:00)

2. Alex's journey in furniture retail from selling his first company to starting a new one (00:03:47)

3. How Alex is helping solve the biggest issue that faces furniture customers and retailers (00:06:09)

4. The unique challenges of retailing big ticket items compared to smaller ticket purchases (00:08:28)

5. How should indie retailers adapt their marketing strategies to stay competitive and relevant in today's fast-paced environment? (00:11:43)

6. Alex's advice for retailers who want to start exploring brand partnerships (00:17:53)

7. How Couch.com is addressing the gap between brick and mortar and online search for furniture commerce (00:22:49)

8. The strategy Alex recommends retailers use AI to personalize the customer shopping experience online (00:27:10)

9. What future trends does Alex foresee in retail as AI EVOLVEs for big-ticket items? (00:31:16)

10. How Alex believes retailers can adapt to fast-paced technology shifts to maintain or increase your market share (00:35:37)

11. Alex's resilience round (00:37:43)

12. Best business book (00:37:46)

13. Best retail technology (00:38:32)

14. How do you keep up with the ever changing retail landscape? (00:39:31)

15. What's a retail foundational best practice for selling? (00:40:18)

16. If you had to start your business all over again, what's one thing you'd do differently? (00:41:39)

17. What do you think the future of indepdent retail looks like? (00:42:36)