May 2023 Recap: Organized Crime, Generative AI & Customer Service, Tipping Tick-Offs, and Not-So-Gucci TikToks

The RetailWire Podcast

Welcome to The RetailWire Podcast, where we dive into the fascinating world of the retail industry! In this episode, our host Brian Crum introduces our esteemed guests and members of the BRAINTRUST by RetailWire: DeAnn Campbell, Phil Chang, and Carol Spieckerman. After some friendly banter about their weekend plans, they give us a sneak peek into the exciting topics we'll be exploring in upcoming episodes.
The discussion begins with an exploration of organized crime in the retail world. The panel debates whether a new approach is needed to combat this issue, with differing perspectives on punishing perpetrators versus focusing on cutting off demand in online marketplaces. They highlight the need for legislation to catch up with the evolving reality of retail crime trends and the challenges posed by different jurisdictions and laws.
Moving on, the conversation shifts to the role of AI in customer service. Opinions vary on how AI can enhance human interactions while addressing concerns about potential job displacement. They also discuss the benefits and risks of AI in email marketing campaigns, including the generation of convincing fake phone calls for scams.
The episode takes an interesting turn as the panel delves into the topic of tipping. They explore the impact of the COVID-19 pandemic on tipping percentages and the sustainability of excessive tipping practices. The speakers also discuss the importance of leaving a positive last impression on customers.
Finally, the debate around firing store associates for their social media posts wraps up the episode, referencing a recent incident involving Gucci. The conversation then focuses on the significance of setting brand standards for employees on social media. The panel emphasizes the value of educating and training employees while promoting positive behavior rather than imposing blanket bans. They explore how high-profile firings can affect a company's reputation and stress the importance of understanding associates' experiences to improve overall performance.
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Read the Discussions We Talked About:

Does Retail Need a New Approach to Fight Organized Crime?

Will Generative AI Improve Customers’ Experiences Interacting With Retailers?

Will Self-Checkout Tip Prompts Prompt a Tip Backlash?

Should Store Associates be Fired for Posting on Social Media?

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Connect with Brian Crum: https://www.linkedin.com/in/briancrum/
Connect with DeAnn Campbell: https://www.linkedin.com/in/deanncampbell/
Connect with Phil Chang:

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