Masters of Scale Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes
Dec 16, 2021
Janet Hayes, CEO of Crate & Barrel Holdings, has been at the forefront of modernizing the retail giant since 2020. In a world disrupted by COVID-19, she emphasized flexibility, valuing results over location, which transformed employee productivity. The discussion covers the challenges of supply chain issues and the importance of empathy in communication. Hayes also highlights the significance of integrating digital strategies, sustainable practices, and unique employee initiatives like the ‘Lobatical’ for enhancing customer experience.
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Brand Clarity and Purpose
- Drive brand clarity and purpose, especially during challenging times.
- Focus on what's meaningful for customers and make it easy for them to engage with your brand.
In-Person Store Experience
- Janet Hayes prefers in-person store visits and feels the energy of good retail.
- She used store closures during the pandemic to reimagine the customer journey and improve the omni-channel experience.
Store Layout and Service
- Design store layouts with clear signage and accessible service.
- Focus on a smooth customer journey, especially in times of surgical shopping.