A Deep Dive into Customer Experience with Jonathan Schulman

Rooted in Retail

We've got a treat for you today! I’m excited to welcome Jonathan Schulman, president of ceXperencia, back on the podcast for part two of our conversation about the world of customer experience. If you haven’t listened to part one, go check out that episode first and come back for part two.

Throughout both episodes, a key theme emerged: the power of the basics. Jonathan drives home the importance of being brilliant at the fundamentals, going back to your roots, and, most importantly, connecting with your customers.

In a world that often moves too fast, we explore the idea that sometimes, to move ahead, you need to slow down. Jonathan also reveals the importance of collecting those reviews, what you're doing with reviews, and how to streamline the process.

We've got it all, from retail fundamentals to the future of AI. Whether you're a seasoned retail pro or just starting out, there's something in this episode for everyone.

[0:00] Welcome back Jonathan Schulman

[01:31] What ways can physical stores use customer data to personalize in-store experiences?

[04:12] The budget-friendly CRM that Jonathan recommends for independent retailers

[08:39] How retailers can be more nurturing in the sales process?

[10:37] What are some ways retailers can anticipate and plan for their customers' needs?

[20:31] What role Jonathan sees for in-store technology in enhancing the customer experience?

[32:02] Jonathan shares a success story when data significantly impacted a retailer's customer experience and business growth.

Join the Rooted in Retail Facebook Group - https://www.facebook.com/groups/rootedinretail
Get the episode resources on our website at https://www.crystalmediaco.com/episodes/a-deep-dive-into-customer-experience-with-jonathan-schulman/

Join the Rooted in Retail Facebook Group to continue the conversation - https://www.facebook.com/groups/rootedinretail
Join our Rise and Shine newsletter for all the latest marketing news for retailers - https://www.crystalmediaco.com/
Show off your super fandom by getting your Rooted in Retail Merch! https://www.bystadium.com/us/en/stores/rooted-in-retail-30474/S820473454

Chapters

1. Welcome back Jonathan Schulman! (00:00:00)

2. What ways can physical stores ucuose customer data to personalize in-store experiences? (00:01:31)

3. The budget-friendly CRM that Jonathan recommends for independent retailers (00:04:12)

4. How retailers can be more nurturing in the sales process? (00:08:39)

5. What are some ways retailers can anticipate and plan for their customers' needs? (00:10:37)

6. What role Jonathan sees for in-store technology in enhancing the customer experience? (00:20:31)

7. Jonathan shares a success story when data significantly impacted a retailer's customer experience and business growth? (00:32:02)