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Building the Customer Journey featuring Louisa Schneider of Rowan
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How do you craft a customer journey for brick and mortar retail? How do you get to know your customer deeply? How do you build a company with the customer at the center? This episode features Louisa Schneider, CEO and Founder of Rowan, who will talk about how Rowan built a focus on the customer, from the earliest days through their retail expansion to over 40 locations.
Topics:
- How Louisa thinks about fundraising for a brick and mortar business
- How the Rowan model evolved based on the need for better branding and customer focus
- How product and service problem areas became opportunities to improve the customer experience
- Why Rowan hired a firm to do customer research and the surprises they found
- What the customer journey looks like
- How the brand reflects the customer experience and how that consistency is maintained across 40+ stores
- Which metrics Rowan uses to track their customer cohorts
- Louisa’s advice to be present during the key foundational activities in your startup
Music by Eino Toivanen, kongano.com
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