Transforming Customer Experience: From Parts Department to Social Hub

Younger generations want more experiences and less stuff. That’s a problem for retailers.

Deidre Woollard caught up with Kevin Ervin Kelley, architect, experience designer, and the author of “Irreplaceable: How to Create Extraordinary Places that Bring People Together.” They discuss:

- The evolution of grocery stores, and how regional players can compete.

- Why direct-to-consumer brands have a scaling problem.

- How Harley Davidson stores became a social destination.

Company discussed: HOG

Host: Deidre Woollard

Guest: Kevin Ervin Kelley

Producer: Ricky Mulvey

Engineers: Rick Engdahl, Desireé Jones

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