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Last week our Co-Founder, Aman Khurana, participated in the Retail Rundown podcast, hosted by Julia Raymond from the leading US retail magazine ‘RETHINK Retail’.

Aman was joined by Richard Kestenbaum, Co-founder of Triangle Capital LLC and Forbes Contributing Writer. Together, Aman and Richard discussed trending topics in the retail sphere, ranging from Amazon Luxury shopping, fashion houses on TikTok and the innovation-driven micro-fulfilment centres popping up across the globe.

A recurring theme throughout the conversation was the subject of human connection in the digital customer experience. The predicament of the pandemic has shifted consumers’ shopping patterns. People are shopping online more than ever, in order to forego the risks still associated with a trip to a physical store. However, what is often lacking from eCommerce platforms is a human element to mediate risk and enhance the online shopping experience.

This notion is especially relevant when discussing luxury purchases in the online world. Typically, consumers rely on the advice given from a luxury brand advisor and enjoy the exclusive feel of a luxury store. As Amazon expands in selling luxury fashion, it is essential that they consider bringing in a human element into their digital experience. This will surely instill trust in the transaction and help consumers dissociate Amazon from being the platform where solely convenience-driven purchases are made.

For even more expert insight into retail trending topics, tune into the Retail Rundown podcast via the link below.

“By partnering with Go Instore, we’re able to deliver the same level of expert advice and guidance regardless of how customers interact with us. We couldn’t be prouder of our store colleagues, so this a perfect solution to continue driving our pet care experience forwards. Go Instore's live video solution has helped Pets at Home deliver for our customers when and where they need it the most. As a pet care business that offers a wide variety of services and product solutions, we want to create a joined-up pet care experience so that our customers know they will receive the same great level of service however they choose to shop with us.”

“90% of customers want to sit on a sofa before they purchase it. This isn’t always possible due to the often remote locations of our stores. Go Instore’s one-to-one solution has enabled our customers to trust the sales expert on the other side of the line to test out the sofa for them before completing their purchase. Our Sofologists are able to create an instant connection with customers and remove any friction from the buying journey.”

“Cycle Show, one of our biggest marketing exhibitions, was cancelled due to the pandemic – so we decided to take it online with Go Instore. The reach exceeded what we would expect to see at the in-person show with tens of thousands, possibly even hundreds of thousands, tuning in. ShopStream is the best way of leveraging our top of the range showroom and committed store staff to build a true omnichannel business that millions of customers around the world can enjoy.”

“Our M&S Video Expert service helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both. We are building a shopping experience that’s fit for the future as our colleagues offer the same renowned experience expected in-store, to online customers, having started on Furniture, we have expanded to menswear and will launched on Lingerie in September 2021.”