Guy Kawasaki on enchantment in retail

 
May 23, 2011 | by Doug Stephens

I caught up with author, speaker and investor Guy Kawasaki to discuss his new book Enchantment: The Art of Changing Hearts, Minds and Actions. Specifically, I was interested to explore how retail brands can move beyond engagement to the realm of "enchantment" that Guy describes. And with e-commerce growth outpacing brick and mortar retail at a rate of 3 to 1, there's a new sense of urgency for retailers to literally enchant their customers into life-long loyalty.

In our time together we covered everything from the BP oil spill to Walmart's operational dominance not to mention Guy's passion for the game of hockey!

The video of our chat is broken into three separate segments. Enjoy!


Topics: Consumer Behavior , Customer Experience , Customer Service , Omnichannel / Multichannel


Doug Stephens / Retail futurist, Doug Stephens is an in-demand speaker for private and public sector audiences across North America on the mega-trends shaping a new era of retailing and consumerism. His thinking has influenced many of North America's best-known brands. Doug is a regular guest expert on the CTV television series App Central TV and media contact on trends in the retail landscape.
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