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Kate Fannin
Retail and customer experience expert with a career spanning iconic brands like Gap, Nordstrom, and Estée Lauder. Focuses on creating meaningful customer connections and believes that while people buy things, they pay for experiences.
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Nov 29, 2024
• 58min
Kate Fannin: “We Should Measure ROE — Return on Experience”
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Kate Fannin, a retail and customer experience expert with a rich history at brands like Gap and Estée Lauder, emphasizes the crucial need for meaningful customer connections in commerce. She argues that while technology has advanced, real human engagement remains essential. Fannin highlights the concept of Return on Experience (ROE), asserting that people don’t just buy products; they invest in experiences. The conversation also addresses the challenges of digital luxury marketing and the importance of integrating online and offline interactions for richer shopping experiences.
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