Creating a Great Customer Experience - Carney

Creating a Great Customer Experience

The days of brick and mortar are quickly evolving. The challenge is to create a memorable shopping experience from the web to four walls. Consumers are too savvy to settle for anything less.

I was recently invited to an event at Lululemon in the Shadyside neighborhood of Pittsburgh. It was an opportunity to hang out with some new people and learn more about the Lululemon brand. The team wasn’t trying to do the hard sell or force me into a purchase. I genuinely had a good time.

It was during that event that I met Dave Graham, the store manager. I thought it would be interesting to get Dave’s take on how Lululemon is creating a unique customer experience and how the retail landscape is constantly changing. So, I brought Dave into our office and put a microphone in front of him.

Dave and I discuss everything from management to the importance of building a strong local community. Enjoy.

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