The Retail Spotlight
One of the key things we frequently observe is the speed with which the retail space is evolving and how many people are finding it challenging to keep up. That’s exactly why we started this podcast - to provide experts a stage to share what they have been working on, bring new ideas to the forefront, create more awareness, and explore cutting-edge technologies.
In a world where customer experiences can make or break a brand, “The Retail Spotlight” is a new podcast series where executives from leading retailers and brands share their stories, innovations, and strategies that puts the customer at the center of every experience.
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The Retail Spotlight
Mara Carvalho, Digital Director @ Salsa Jeans | 🎙️ Digital with a Human Heart: Salsa Jeans' Omnichannel Journey
In this episode, our guest is Mara Carvalho, Digital Director at Salsa Jeans, who reveals how the innovative denim brand creates seamless customer experiences across all touchpoints.
Mara shares how Salsa brings the in-store experience online through their unique system, where store associates provide personalised shopping assistance via chat to digital customers. Learn about their creative use of physical stores as fulfillment centres, dramatically reducing delivery times while optimising resources.
Mara also discusses Salsa's evolving loyalty program that caters to their most valuable customers—the 5% who generate 20% of sales—with exclusive benefits, including their "Infinity" service offering complimentary repairs and alterations. This conversation offers valuable insights into how traditional retail brands can successfully bridge the physical and digital worlds while maintaining a human touch throughout the customer journey.