Kate Fannin

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.

Kate Fannin, a retail consultant and analyst, shares insights on transforming store experiences. She explains why Return on Experience (ROE) is vital, emphasizing that memorable visits foster customer trust over immediate sales. Fannin showcases brands like SKIMS and Rituals, where immersive environments enhance engagement. She also highlights pop-ups as experimental spaces for brands to connect with customers, demonstrating how clear storytelling can differentiate successful stores from those that fail to resonate.