Creating Engaging Retail Experiences

If more of your store sales start on TikTok lately, you might wanna read this. 𝘛𝘩𝘦 𝘴𝘢𝘭𝘦 𝘪𝘴 𝘥𝘦𝘤𝘪𝘥𝘦𝘥 𝘣𝘦𝘧𝘰𝘳𝘦 𝘺𝘰𝘶𝘳 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘦𝘷𝘦𝘯 𝘦𝘯𝘵𝘦𝘳𝘴 𝘺𝘰𝘶𝘳 𝘴𝘵𝘰𝘳𝘦. The checkout happens in-store. But the sale happens everywhere else. Here's the reality: This year 60%+, and in 2027, 70% of retail sales will be digitally influenced. I can't emphasize this enough; here's what most brands miss—digital influence isn't just about online sales. It's about shaping every moment before the customer even walks into your store. L'Oréal cracked this code: 100M+ AR try-on sessions driving real conversions. 31 brands orchestrating seamless experiences across 72 countries. No.1 in beauty influencer marketing (29% market share), 20-80% higher conversion rates through enhanced digital experiences. The new customer journey isn't linear—it's layered: - They discover you on social - Research you through reviews and UGC - Try your product virtually through AR - Get retargeted with personalized content - Finally purchase in-store (feeling confident they're making the right choice) Every touchpoint matters, and every interaction influences the final decision. The brands winning today aren't just selling products—they're orchestrating experiences across owned, paid, and earned media that guide customers from curiosity to checkout. Digital discovery is increasingly pay-to-play and shoppers are paying attention. ++ Tactical Recommendations for CPG / FMCG Brands ++ 1. Beyond just having perfect, high SOV product pages, create discovery ecosystems. - Optimize for "zero-moment-of-truth" searches. - Activate shoppable content at scale. - Leverage user-generated content as social proof. Brands that do these see a 35% higher conversion rate from digital touchpoints to in-store purchases. 2. Connect digital engagement directly to retail execution. - Geo-target digital campaigns to drive foot traffic - Create "store-specific" digital content CPG brands using geo-targeted social ads see a 23% higher in-store sales lift in targeted markets. 3. Most important one; stop flying blind—measure digital influence on offline sales. - Implement unique promo codes for each digital touchpoint to track conversion paths. - Use customer surveys at point of purchase. - Partner with retailers on shared data insights Brands with proper attribution see 15-25% improvement in marketing ROI within 12 months. 𝗧𝗼 𝗮𝗰𝗰𝗲𝘀𝘀 𝗮𝗹𝗹 𝗼𝘂𝗿 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗼𝗹𝗹𝗼𝘄 ecommert® 𝗮𝗻𝗱 𝗷𝗼𝗶𝗻 𝟭𝟰,𝟲𝟬𝟬+ 𝗖𝗣𝗚, 𝗿𝗲𝘁𝗮𝗶𝗹, 𝗮𝗻𝗱 𝗠𝗮𝗿𝗧𝗲𝗰𝗵 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 𝘄𝗵𝗼 𝘀𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲𝗱 𝘁𝗼 𝗲𝗰𝗼𝗺𝗺𝗲𝗿𝘁® : 𝗖𝗣𝗚 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗚𝗿𝗼𝘄𝘁𝗵 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. #CPG #FMCG #AI #ecommerce Procter & Gamble PepsiCo Unilever The Coca-Cola Company Nestlé Mondelēz International Kraft Heinz Ferrero Mars Colgate-Palmolive Henkel Bayer Haleon Kenvue The HEINEKEN Company Carlsberg Group Philips Samsung Electronics Panasonic North America

When an extreme environment IS the experience—Not just the backdrop 🔥❄️ and WHEN it's worth the price tag 👇🏼👇🏼👇🏼 What if your activation wasn’t just in a location—but OF the location? Imagine sipping a cocktail chilled by glacial ice on a frozen mountaintop or testing gear in the blistering heat of a desert dune. In a world where consumers crave immersion, brands that harness the environment itself as part of the experience create something unforgettable while also building brand trust. Next-level brand activations make the venue part of the experience, like these brands did: 🏔️ The North Face's Mountain Pop-Up in a high-altitude base camp. 🏜️ Christian Dior Couture Sauvage Dior Cruise Show 🍸 Belvedere Vodka’s Ice Bar in the Arctic ❄️ Moncler x EssilorLuxottica FW24 Eyewear Launch in the Swiss alps. Extreme environment are a smart business move for a few reasons: 1️⃣ Earned Media & Viral Potential: instagram-worthy, brand amplification, organically spreading content and sharing w/out hefty ad spend. 2️⃣ Higher Perceived Value & Exclusivity: Extreme environments are not easily accessible = increased prestige, willing to work for it and taps into 'scarcity marketing' which drives demand. 3️⃣ Proof of Performance (P.O.P.): Perfect for performance-driven brands like The North Face, building a deeper sense of trust and brand loyalty while experiencing the brand in it's core environment it claims to thrive in. But it's important to understand WHEN it makes sense to go down the 'extreme environment' path. 🔸 For brands that sell performance, adventure, or luxury 🔸 When you need a breakthrough brand moment 🔸 If the experience will generate high-value UGC & press 🔸 When the experience can’t be replicated online 🔋🔋🔋🔋 An activation in a remote location can be a powerful brand-building tool, but only if the environment serves a clear brand purpose beyond just being "cool." The best experiential marketing isn’t just about where it happens—it’s about why it matters to the audience. If you're considering an 'extreme environment' activation -- I can help develop the strategic framework on how it might look for your brand. 📲 👉🏼👉🏼 What's the wildest activation environment you've ever seen?? 🔥 💡 Photos/Info: FashionUnited, BizBash, SHARE Creative, V Magazine | VMAN, LLC, Mountain Life Media, Premium Experiences Whistler, WWD, NYLON #brandexperience #brandstrategy #storytelling #advertising #creativecommunity #creativedirection #experiential #events

Grateful to be featured in the "Shoptalk Hot Takes" interview by Blenheim Chalcot and ClickZ.com alongside George Looker to unpack omnichannel commerce. 5 key takeaways and tactics from my conversation: 1. Design for Customer Continuity, Not Just Channel Expansion 💡 71% of customers expect brands to personalize interactions across every touchpoint. Tactical: Map out customer journey across channels, then design experiences that recognize and reward continuity—cart persistence, loyalty rewards, browsing history sync, etc. 2. Build the Infrastructure: Unify Data Streams Across All Touchpoints 🧠 Data fragmentation = missed opportunity Tactical: Integrate POS, e-commerce, mobile, social, and marketplace data into a centralized data lake or unified commerce platform. 3. Establish a Single Source of Truth for Customer Profiles 🔍 Brands with unified profiles see up to 2x better campaign performance. Tactical: Implement Customer Data Platforms (CDPs) to consolidate behavioral, transactional, and engagement data into unified customer profiles. 4. Partner Strategically for Scale, Not Just Stack ⚙️ A bloated tech stack doesn’t equal agility As I noted, Retailers are getting sharper about which partners can scale with them. Ecosystem efficiency matters more than ever. Tactical Step: Audit your tech stack and partnerships consistently. Prioritize partners that offer extensibility, future-proofing, and proven omnichannel success. 5. Measure What Matters: Unified KPIs Across Commerce 📈 You can’t optimize what you don’t measure holistically Tactical: Align your analytics stack to report holistically across channels—tie marketing to merchandising, CX to LTV, and inventory to revenue. 🧠 Bottom line: think holistically, move strategically, and build ecosystems that scale experience with agility, not just transactions. Complete list in comment 👇 #ecommerce #omnichannel #unifiedcommerce

Why Salespeople Struggle to Create URGENCY: Urgency gets buyers to act now. But most salespeople create urgency that feels like a gimmick.   “We will no longer be offering this type of package." “Prices go up next week.” “Buy now, and I’ll throw in a discount.”   That’s not urgency. That’s an enticement wrapped in a ticking clock.   It’s price-driven. Not purpose-driven.   Real urgency doesn’t sell pressure. It sells impact.   Urgency isn’t about what they’ll save. It’s about what they’ll miss.   Challenge them to self-reflect. To feel the cost of inaction. To ignite urgency and create ownership of the consequences and impact, ask: 1. What are your biggest challenges in X-area that you'd regret not solving six months from now? 2. Who is impacted by this, and how? 3. What happens if nothing changes? 4. If you could achieve these results now, how would it impact you, your coworkers, company and customers? 5. What’s the long-term cost of waiting?   These aren’t scripts. They’re implication based questions.   They turn your buyer from passive to proactive. From “maybe later” to, “I need this now.” Don’t tell them to act now. Help them see why they need to.   That’s not pressure. That’s salesmanship.   It’s not manipulation. It’s motivation.   Let them sell themselves on why now matters.   Urgency isn’t yours to push. It’s theirs to discover.   When customers articulate their urgency, rather than being told, you’ll never need to, “drop your price” again. #sales #selling

The world preaches loyalty, but how many brands actually live it? Last month, I got an invite to something called Summer Smash, 1st Phorm International's invite-only community event in St. Louis. Think three days of HQ tours, private pre-parties, high-energy workouts, rides, and live music from artists like Ludacris, Lil' Jon, Pitbull, and Steve Aoki. The whole thing sells out in under a minute each year. Pure community building at it's finest. I couldn't make it due to personal obligations, but here's what blew me away: they still sent me a surprise box packed with over 10 of their top products (proteins, apparel, energy drinks, protein sticks), plus a handwritten note that felt genuinely personal, not like a marketing ploy. We've gotten so caught up in digital tactics that we've forgotten about the power of high-touch moments that forge actual emotional connections. This kind of follow-through is almost unheard of in today's brand world. Most companies would've moved on to the next person on their list. But 1st Phorm gets something that a lot of brands miss: real loyalty isn't built through campaigns or offers, it's built through experiences that make people feel like they belong to something bigger. That's where lifetime value really takes off. Summer Smash is far beyond just an event; it's the kind of experience that flips the loyalty script entirely, where customers don't just buy, they simply belong. Here's what I think other brands can learn from this approach: ➟ Send unexpected value for no reason. A surprise product or handwritten note shows customers they matter beyond their purchase history. ➟ Build exclusive communities around shared values, not just products. Whether it's in-person events or virtual experiences, give your best customers something they can't get anywhere else. ➟ Create moments people actually talk about. A few hours with A-list talent or behind-the-scenes access beats another discount code every time. ➟ Lead with gratitude, not growth metrics. When thank-you moments drive your strategy instead of the other way around, authenticity follows naturally. The bottom line: loyalty is earned through emotion, experience, and belonging. If your brand isn't building that, you're just another transaction in someone's day. When did you last surprise your customers with something that wasn't even on your roadmap?

WANT CUSTOMER DELIGHT? GO THE EXTRA INCH, NOT THE EXTRA MILE In a world where companies strive to “go the extra mile” for their customers, I propose a counterintuitive thought: You don’t need to go a mile. You just need to go an inch. The smallest, low-cost gestures can have a massive impact on customers, turning ordinary transactions into memorable experiences. The secret - search for the asymmetry between cost and impact. Going the extra inch requires minimal effort and often costs next to nothing. It could be a handwritten note, a smile, a gesture of personal recognition, a small act of kindness. But the effect on customers is profound. It creates emotional connections, fosters loyalty, and makes customers into advocates. The irony - while everyone is busy trying to “go the extra mile,” it is the extra inch that nets you miles of customer loyalty. THE I.N.C.H. FRAMEWORK To master the art of the extra inch, use this simple yet powerful framework: I – Identify Moments of Truth: Look for touchpoints where expectations are neutral or low. These are prime opportunities to surprise and delight. For instance, when I got my car serviced at the Lexus dealership, they washed and vacuumed the car and left a red carnation flower on the dash. I have told more than 10,000 people about the 50-cent carnation. How’s that for ROI? N – Notice the Little Things: Train employees to observe and remember small details about customers—preferences, moods, or special occasions. At the Oberoi Hotel in Mumbai, I asked for a memory foam pillow. Every time I stay there, they put a memory foam pillow on my bed. C – Customize the Experience: Personalize the interaction or gesture. Even the smallest customization can create a huge emotional impact. At Chewy, when a customer returned dog food after their pet passed away, they received a condolence card and flowers. It wasn’t about making a sale; it was about showing empathy. H – Humanize the Interaction: Move beyond scripted conversations. Authenticity and empathy resonate more than robotic efficiency. At Café Lucci, our favorite Italian restaurant in Chicago, the valet, the server, and the owner Bobby - all know us, know our kids, and always ask about the family. We are customers for life! In the race to “go the extra mile,” it’s easy to overlook the power of the extra inch. The secret to exceptional customer service isn’t grand gestures or expensive perks—it’s the tiny, thoughtful actions that leave a lasting impression. Going the extra inch is about mastering the art of the unexpected. It’s about creating emotional connections through small acts of kindness and thoughtfulness. So, the next time you think about how to delight a customer, remember: You don’t have to go the extra mile. Just go the extra inch. You will get miles of loyalty. #Marketing #CustomerExperience #Loyalty #Advocacy

One of the biggest takeaways I spotted from Intuit Mailchimp’s analysis of the 2024 holiday shopping season is that the new year is ripe with new opportunities to drive loyalty. Here’s why → 64% of orders from Mailchimp customers with connected stores came from new customers during Cyber Weekend 2024. That's a huge opportunity to grow your loyal customer base! And research we produced with Canvas8 tells us that the best kept secret to driving loyalty is actually grounded in science. Our Loyalty Wheel reveals 4 key drivers of loyalty: 1. Reward: Our brains love rewards. Create a sense of reciprocity by offering exclusive deals, personalized discounts, or early access to new products. 2. Memory: Make it easy for customers to remember (and repeat!) positive experiences with your brand. Design a frictionless customer journey, offer subscriptions for frequently purchased items, and send well-timed reminders. 3. Emotion: Foster an emotional connection that goes beyond transactional exchanges. Align your brand with causes your customers care about, share authentic stories, and build a sense of community. 4. Social Interaction: Encourage customers to share their love for your brand with friends and family. Create opportunities for user-generated content, run refer-a-friend programs, or host exclusive events. And here's how to put it all into action: 🎉 Surprise and delight: Gift your customers with unexpected rewards. And just not generic discounts. Offer exclusive experiences or partner with like-minded brands to create unique offers. 🛝 Streamline every touchpoint: Remove friction in the customer journey with automation. From browsing to purchasing to post-purchase support, make it easy and enjoyable to do business with your brand. 🎯 Prioritize personalization: Craft your messaging and build authentic connections. Use data and AI analysis to understand your customers' values and preferences and use those insights to create content that resonates. 🤗 Give VIP treatment: Make your customers feel like VIPs. Give them early access to new products, invite them to exclusive events, or feature them on your social media channels. Download Mailchimp and Canvas8’s The Science of Loyalty and The Strategic Loyalty Playbook for a deep dive into the science, complete with actionable strategies and inspiring examples: https://bit.ly/49FJayO Make 2025 the year of the loyal customer. You got this.

SMB AEs stuck at $5K per month make the same mistake when it comes to creating urgency in deals. They try to manufacture it. "This promo ends Friday" "We only have 2 licenses left" "Pricing is going up next week" Prospects see right through it, and worse, it cheapens the deal (and your product). The best AEs making $10K-$20K don't fake urgency. Here's how: 1. Tie to their calendar, not yours: Instead of “my end of quarter,” they anchored next steps to their business timelines, hiring pushes, seasonal peaks, upcoming product launches, etc. 2. Stack the cost of waiting: They don't say “sign up now or else.” They show what waiting 30 days actually cost (lost deals, more $ spent, etc). 3. De-risk fast action: They reduce friction in the deal by addressing prospect's major FUD (Fear Uncertainty and Doubt) and de-risk the decision for them. Before my AEs go after a big deal, I tell them to lay out the prospects: → problem → timeline → reason timeline → benefit to switch now on paper and role play the talk track by tying it all together. When buyers see the cost of waiting, you don’t have to push. They’ll pull the deal forward themselves. P.S. If you liked this, you'll love my Monday morning newsletters 6,000+ sellers are reading: https://lnkd.in/dkuDYfnn

I’ve been having a lot of conversations with clients that need help with creating VIP experiences on tighter budgets. Sound familiar? I’m going to share some strategies for “smart luxury” so you can create more of those win-win premium experiences while keeping you on-budget and driving the results you want! But first…I love this quote: “Luxury means just giving more; hospitality means being more thoughtful”. Powerful, huh? But what does that mean? Example #1: Rather than spending $100 more on caviar for every attendee, investing in an “event concierge” who will sending a personalized email to every attendee before a special dinner to ask them if they have any special requests, share with them who they can expect to meet, the format, how much you’re looking forward to making personalized intros to them...  Why does this work? If you take the time to invest in getting to know your attendees and showing you’re invested in their personal experience, they are more likely to show up, be engaged, remember to take the action you want them to take after the event. Example 2: Rather than providing fancy but generic gifts, do a little time “researching” guests and personalize a welcome amenity to set the tone for the event. I once bought-out a hotel for an event, and they sent up a “blind tasting” wine experience to my room when I arrived since I had recently passed the Court Master Sommelier exam. They had researched that about me. It was so fun to have a playful moment where I got to taste wine and guess what they had selected for me (it was a Robert Sinsky pinot gris and yes, I still remember 10 years later because it was so personalized and unique!) Why does this work? That bottle of wine cost them roughly $30, but the thoughtfulness that they put into covering the bottle, printing out a blind tasting test from the Court master sommelier site, and delivering it with some nuts/olives and a fun note made such an impact on me, I’ve shared this story so many times! They could have instead sent up a $150 bottle of champagne, but I probably wouldn’t have opened it and also probably wouldn’t have remembered it from all the other bottles of champagne I’ve received. Fancier isn’t always better and thoughtfulness counts! Example 3: Listen and respond. I was once managing a Google Executive event and I noticed in our event app’s chat one attendee was complaining that he was really craving his afternoon Diet Coke fix. So I went to the nearest vending machine, and bought one to hand deliver to him. That Google client was so surprised/delighted that we had delivered what he was craving in the moment, that he booked a meeting with our SVP afterwards, and we closed a major deal! Hospitality is about making your guests comfortable, anticipating their needs, and then delivering a personalized and delightful experience. It can involve luxurious treats, but doesn’t need to. All it takes is time, intentionality and good old fashioned hospitality.

Steal our event playbook to drive a 7x ROI on events. Events are a critical part of our GTM at Brij. Why? They cut through the noise, and are an efficient way to see and build credibility with multiple stakeholders in your business. If I were to guess, National Retail Federation will dramatically outpace that average. What works so well? 1. Preparation is critical We’re starting outreach weeks if not months before the events. We’re pulling lists and scraping LinkedIn to see who is speaking and who is attending. Outreach comes from every channel, email & LinkedIn…but especially LinkedIn. 2. Connect with Partners We’re pinging all of our partners to understand who is attending, who is hosting, and how we can collaborate. Partners are such a rich part of this ecosystem and building those relationships is critically important to our success. 3. Host something around the event This time, it was a coffee. Sometimes we do dinners. Other times we’re being a bit more creative. Hosting an event allows you to extend an invite to prospects where you can “give”… instead of just effectively asking to let them sell to you. I can’t stress enough how important it is to lead with giving. 4. Schedule check ins with customers Events are just as important to meet with and strengthen relationships with existing customers. This is a great opportunity to find out what is next for them, get any feedback, and 5. Take detailed notes You are meeting hundreds of people in such a short period of time. It’s easy for conversations to slip you mind. I’m taking detailed notes of every conversation in my apple notes - and pairing it with a selfie that I take with someone. 6. Rigorous follow up This is absolutely key. All of those amazing conversations are meaningless without follow up. And don’t stop at just one ping - people are busy catching up on their jobs. Follow up immediately…and then follow up again. The TLDR: - Prepare  - Outreach - Host - Follow up This has been such a successful playbook for us. A few highlights from NRF: Catching up with friends, founders, customers, partners & investors: Rachel ten Brink, Grace Gould, Michael Ludwig, Nate Rosen, Nancy Gurd, Jess Cervellon, Shane Pittson, Michael True, Andy Cloyd, Zena A., Laura Colagrande, Conner Sherline, Neal Goyal, Aman Advani Megan Blissick Theresa Cowing Meredith Glansberg, Gina Lombardo, Arturo Rodriguez, Rishabh Jain, Sarah Nesheim, Jeff Magill PS - check out the behind the scenes snap 📷 of our every own Sarah Davidson being interviewed. Being honored for the RETHINK Retail award & celebrating alongside some incredible individuals in the industry — special shout outs to Melissa Minkow, David Polinchock, Melissa Tatoris, Nancy Rhodes, Laura Meyer, Dianna Antlocer #NRF #Events