

Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes
Dec 16, 2021
Janet Hayes, CEO of Crate & Barrel Holdings, has been at the forefront of modernizing the retail giant since 2020. In a world disrupted by COVID-19, she emphasized flexibility, valuing results over location, which transformed employee productivity. The discussion covers the challenges of supply chain issues and the importance of empathy in communication. Hayes also highlights the significance of integrating digital strategies, sustainable practices, and unique employee initiatives like the ‘Lobatical’ for enhancing customer experience.
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Episode notes
Store as Distribution Centers
- Crate & Barrel used stores as mini distribution centers to combat supply chain disruptions.
- This strategy helped reduce transportation time and offset some supply chain issues.
Prioritize the Human Element
- Focus on the human element in business, especially during times of uncertainty.
- Prioritize connecting with customers and meeting their needs, showing empathy and flexibility.
Brand Clarity and Purpose
- Drive brand clarity and purpose, especially during challenging times.
- Focus on what's meaningful for customers and make it easy for them to engage with your brand.