About the Episode

There are a lot of technologies, trends, and customer expectations in the world of eCommerce today. Today we’re going to talk about what brands need to do to stand out in an eCommerce world.

To help me discuss this topic, I’d like to welcome Laura Ritchey, EVP and COO of Radial.

About Laura Ritchey

Laura Ritchey is EVP and COO of Radial, where she brings decades of experience having held leadership positions at L Brands, Victoria’s Secret, and Fullbeauty Brands. At Radial, she works with over 170 clients across management, fulfillment, transportation and customer care needs pertaining to eCommerce activities. She leverages automation and technology to enhance service delivery while maintaining high touch client engagement and identifying industry and vertical trends most prevalent to her customers.

Laura also holds a BA, JD and MBA from The Ohio State University.

Resources

Radial website: https://www.radial.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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Synopsis

The use of generative AI and predictive modeling has significantly enhanced retailers' ability to track selling trends and respond to customer demand in a more efficient and timely manner. These advanced technologies enable retailers to closely monitor customer purchasing patterns and predict future demand. By analyzing data and using algorithms, retailers can identify high-demand locations and strategically position inventory to meet customer needs. This allows for faster pivoting in response to changing market conditions and ensures that products are readily available in the locations where they are expected to be in demand. Furthermore, advancements in visibility technology have provided customers with a higher level of transparency into the status of their orders. Through email notifications, customers are informed about the receipt of their order, the progress of its fulfillment, and any potential delays. Overall, the use of generative AI and predictive modeling, coupled with improved visibility technology, has significantly enhanced retailers' ability to track selling trends and respond to customer demand more effectively.

Advances in visibility technology have greatly improved the customer experience in terms of order tracking. In the past, customers had limited information about the status of their orders once placed. However, with technological advancements, customers now receive regular updates through email notifications. They are informed when their order is received, being processed, and even if there are any unexpected delays. Additionally, customers are provided with information about the shipment's progress from the warehouse to their home. This level of visibility was previously unavailable and has become an essential aspect of customer expectations. Brands now face pressure to meet these expectations and ensure accurate and timely updates for their customers.

In the episode, the Laura Ritchey from Radial emphasizes the importance of gathering customer insights and understanding their wants and needs to foster brand loyalty and increase the value of customer relationships. The guest mentions that in the past, brands had limited tools for gathering customer insights, but now there are better tools available, such as generative AI and predictive modeling, which enable brands to closely track selling trends and make data-driven decisions.

By understanding customer preferences and behaviors, brands can more effectively tailor their products and services to meet customer needs. This not only improves the overall customer experience but also increases the likelihood of repeat purchases and brand loyalty. The guest highlights that customers appreciate a consistent experience across different retail channels, so it's crucial for brands to ensure consistent product availability and a uniform customer experience, regardless of the shopping platform.

Additionally, the guest emphasizes the role of technology in providing visibility to customers throughout the purchasing process. Customers now receive emails at various stages of their order, from confirmation of receipt to updates on delays and shipping progress. This level of visibility was not available in the past, and it helps build trust and confidence in the brand.

Overall, the episode underscores the importance of gathering customer insights and understanding their wants and needs to create brand loyalty and increase the value of customer relationships. With advancements in technology and data analytics, brands now have more tools at their disposal to gather and analyze customer data, enabling them to make more informed decisions and provide a superior customer experience.