How do you re-open after quarantine?
If you could poll the customer-facing business community on their greatest concerns, agitations and causes of sleeplessness, you’d likely find that the topic of market re-entry is at or near the top of that list. What will our operations look like when we’re able to re-open our doors? What will our product mix look like? How have our customers changed? How have their buying habits and preferences changed? And maybe the biggest question of all – when will all this happen?
Tom Kuypers, Senior Vice President of Marketing & Advertising at Ollies Bargain Outlet has a unique perspective on those issues because he and his team have, at the time of this writing, already re-opened all of their 360 stores across the U.S.
In the latest edition of CRMC and TheCustomer, Devon Wylie, CEO of CRMC, sat down with Tom and I to talk about the challenges they have faced, the strategies they employed, what its like to pivot at moments’ notice, and how their customers have been responding to their efforts.
Tom comes from a long history in retail CRM and loyalty and has a deep understanding of the mechanics of customer engagement and he’s pretty transparent when talking about it. Devon and I had a great time talking with Tom, we think you will to.