A 72-Hour Retail Transformation with Robert Neer and Brent Van Wieringen (ex- Best Buy, Amazon, Walgreens)

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The Frictionless Experience

Blue Triangle

56 episodes

1 week ago

Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place.

Welcome to The Frictionless Experience!

All content for The Frictionless Experience is the property of Blue Triangle and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

A 72-Hour Retail Transformation with Robert Neer and Brent Van Wieringen (ex- Best Buy, Amazon, Walgreens)

The Frictionless Experience

41 minutes

4 months ago

A 72-Hour Retail Transformation with Robert Neer and Brent Van Wieringen (ex- Best Buy, Amazon, Walgreens)

During a moment of crisis, Best Buy moved fast by turning a pilot program into a nationwide solution almost overnight.

Join hosts Chuck Moxley and Nick Paladino as they talk with Robert Neer and Brent Van Wieringen, former Best Buy product leaders who orchestrated one of retail's most impressive digital transformations.

With experience leading consumer-facing digital experiences and customer journey optimization, Robert and Brent share how they scaled curbside pickup from 25% of stores to chain-wide in just 72 hours, plus insights from studying competitors' failed attempts during the same period.

Key Actionable Takeaways:

Create urgency through customer outcomes, not arbitrary deadlines - Focus teams on solving customer problems rather than hitting dates to avoid artificial chaos and shortcuts
Expose your entire team to customer pain points - Put engineers, designers, and product managers directly in front of struggling customers to build genuine mission-driven motivation
Measure success beyond conversion rates - Track lifetime value and downstream impact of customer engagement activities, not just immediate transactions

Want more tips and strategies about creating frictionless customer experiences? Subscribe to our newsletter!

https://www.thefrictionlessexperience.com/frictionless/

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Goods Company Website: goodscompany.io
Robert's LinkedIn: https://www.linkedin.com/in/robertneer/
Brent's LinkedIn: https://www.linkedin.com/in/brentvanw/
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

Chapters:
(00:00) Introduction
(01:45) Pre-pandemic curbside pickup foundation
(04:00) 72-hour chain-wide rollout during COVID
(08:00) Physical and digital coordination challenges
(11:00) Breaking down organizational silos
(12:45) Enduring lessons from pandemic transformation
(18:35) Creating urgency without chaos
(24:55) Building mission-driven teams today
(27:55) Product management philosophy and myths
(30:50) AI's role in product development
(35:50) Common misconceptions about frictionless experiences
(37:50) Conclusion