The customer is a relationship, not a transaction
WED 13:15 - 14:00
This is a 2019 presentation
Traditional retailers are facing an existential crisis. The relentless expansion of pure e-commerce companies is hurting foot traffic. From the other side, brands are expanding their own direct-to-consumer efforts. In North America, retailers are closing shop at a fast pace. What should an incumbent retailer do to survive? Gunjan Bhow has had a unique experience working in e-commerce from a major brand (Disney) and a major platform (Amazon). He will share examples from Disney's journey as it tried to grow its brand business while also creating a direct-to-consumer and a mobile retail channel. In particular. Mr. Bhow will share how how thinking from a customer backwards can help a retailer enhance its business.