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The Glossy Podcast is a weekly show on the impact of technology on the fashion and luxury industries with the people making change happen.
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Sarah Ahmed on making Warp+Weft's future 'pandemic-proof'

Sarah Ahmed on making Warp+Weft's future 'pandemic-proof'

Speaking for her corner of the fashion industry -- luxury denim -- Warp+Weft founder Sarah Ahmed said that discussions around racial issues should only be beginning. "If everyone was always receptive to this -- to racial equality -- we wouldn't be having these problems," Ahmed said on the Glossy Podcast. "We all need to take a look: maybe the joke that we make, the model choice that we made -- why did we make that?" she said. Warp+Weft is progressive on other fronts. Its manufacturing process consumes a fraction of the water that jeans -- a notoriously resource-intense garment -- typically do, according to Ahmed. And because of the impact of the pandemic, Ahmed hopes to make the family-owned businesses she's a part of (Warp+Weft is one, DL1961 is the other) smarter about human resources. Ahmed said the company saw a spike in e-commerce sales -- yes, even though they're jeans, not sweatpants. But it still had to make layoffs. For the future, Ahmed said, "I talk to people on the team and tell them 'Listen, let's make you and this role irreplaceable -- and so key to the company that you feel needed, and we need you, and you're pandemic-proof.' I think that's how employers need to be looking at their roles."
57:0108/07/2020
Trina Turk on getting political: There's a lot of 'stick to fashion'

Trina Turk on getting political: There's a lot of 'stick to fashion'

Before the coronavirus pandemic, Trina Turk's self-named fashion label made 15% of its sales through e-commerce. But with Neiman Marcus' filing for bankruptcy in May and an ongoing lack of foot traffic at mall stores, Turk ideally wants that percentage raised to 50% or more. "If they weren't shopping online prior to this whole thing, they are jumping online now," Turk said about shoppers on the Glossy Podcast. "I don't think we're alone in really examining how we can pivot our business to be much more e-comm-focused. Turk talked about managing her relationship with department stores to minimize the excess inventory brought about by the global retail shutdown, exploring the potential of client meetings done via Zoom and hiring more diversely once the company recovers from its layoffs and hiring freeze.
40:5501/07/2020
Knix founder Joanna Griffiths: 'The next legacy brands are being created in real time'

Knix founder Joanna Griffiths: 'The next legacy brands are being created in real time'

Womenswear brand Knix has already gone through the painful transition to DTC that other clothing companies are being forced into during the pandemic. "I feel for those brands," Knix CEO Joanna Griffiths said on the Glossy Podcast. "But I also know that it's possible." Griffiths founded the company in 2013 to make and market leakproof underwear. At the time, the business model was entirely about wholesale. "I did trunk shows at every Equinox location in the United States, I think," Griffiths said. But in the 2016, she decided to pull out of more than 700 retail locations across North America and shift to direct-to-consumer, out of a concern for size inclusivity. "A lot of the traditional retailers wouldn’t carry our size assortment," Griffiths has previously told Glossy. On the podcast, she described it as a "really scary decision" to "basically cut our revenue in more than half and start over," she said. That decision is panning out. This past May, sales were up 135% year-over-year, in part thanks to Knix's categories -- wireless bras and loungewear -- being in high demand in an age of social distancing.
39:0924/06/2020
Toms' Amy Smith: 'We've inspired many, many companies to be purpose-driven'

Toms' Amy Smith: 'We've inspired many, many companies to be purpose-driven'

Protests continue around the country and world three weeks after George Floyd's death at the hands of a Minneapolis police officer. This new instance of police violence caught on video has boosted public support for Black Lives Matter while driving policy changes from governments, police departments and companies. Toms is used to building strategies around public good. "We're incredibly proud to have inspired many, many companies to be purpose-driven," Amy Smith, the company's chief giving officer, said on the Glossy Podcast. The original, core initiative behind the company -- to donate a pair of shoes to those in need for every pair purchased -- isn't exactly adjacent to the public challenges facing America today. But the shoe company is among dozens of beauty and fashion brands that have donated to Black Lives Matter, and it plans on contributing another $100,000 in the next three months. Beyond that, Toms is looking at its own practices. "We're taking the time now to do a full assessment of what our business and employment practices are, so we can create a baseline and share with our customers, very transparently: 'What is a plan for change for Toms?'" Toms anticipates it will cross the 100 million pairs donated mark sometime this year, according to Smith, and since 2018 it has also funded grants for socially-inclined nonprofits. The company also now donates a third of its net profits. Last December, Toms agreed to a takeover from its creditors led by Jefferies Financial Group Inc., Nexus Capital Management LP and Brookfield Asset Management Inc., in exchange for restructuring its debt.
40:0417/06/2020
'This is the moment for black designers': Anna Sui on fashion's cultural and creative shakeups

'This is the moment for black designers': Anna Sui on fashion's cultural and creative shakeups

Fashion designer Anna Sui thinks the industry is overdue for a reckoning, in terms of diversity. "This is the moment for black designers and companies to step up. The curtains are open. Go for it," Sui said on the Glossy Podcast. Though not equivalent to the black experience, Sui's childhood was filled with dreams to become a designer despite not seeing anyone who looked like her at the forefront of the biggest labels, she said. "I came from the suburbs of Detroit. At the time when I started designing, there really weren't other Chinese designers." Now Sui's main collection is sold in 50 Anna Sui boutiques across eight countries and over 300 retailers globally. "In China, I'm more known for my lipstick and my perfume than I am for my fashion," Sui said, noting the contrast to the U.S. market. And in the states, she said, a fashion shakeup is looming. "We've drifted into this minimal look before -- this almost uniform look. Business usually gets bad during that period. Then, all of a sudden, something more embellished will look good," Sui said. "It's like a pendulum. Whatever is in right now, the opposite is what's going to make people excited and think, 'That's the next big thing.'"
40:5310/06/2020
Richer Poorer CEO Iva Pawling on the company's abrupt shift to DTC: 'We had to rebuild and restructure overnight'

Richer Poorer CEO Iva Pawling on the company's abrupt shift to DTC: 'We had to rebuild and restructure overnight'

In a three-week period shortly after the pandemic outbreak, Richer Poorer sold three times as many sweatpants than in all of 2019. That was a small part of an overall trend for the basics clothing brand: The first five months of 2020 have greatly boosted online sales, transforming it into an e-commerce business first and foremost. "We essentially had to kind of rebuild and restructure our team overnight to now go, 'OK, we're a DTC brand,'" the company's CEO Iva Pawling said on the Glossy Podcast. Richer Poorer had already been planning to gradually shift to a focus on e-commerce over wholesale. The plan was to grow direct sales to 40% of revenue in 2020 and reach parity next year on the way to a primarily DTC model. Now, Pawling estimates e-commerce is set to make up roughly 75% of the company's bottom line this year. Pawling said that a pivot in branding, already underway before the pandemic struck, has helped the company pitch its products as right for the moment. "We very much had rebranded under this belief that what we're here to do is deliver confidence and comfort -- that your comfortable clothes don't have to be these items that are just stay-at-home because they look sloppy and you don't feel comfortable going outside in them." In a stroke of luck, the company's fall 2020 collection -- planned as far back as last November -- conceptualized around "being the most comfortable at home," Pawling said. And because it's now seeing a much higher return on digital advertising, it's increased spending on that front. "We had suddenly way more eyeballs on us and traffic coming to us, which helps. And then on the other side, a lot of people that we were competing against from an ads perspective, digitally, had completely just turned their ad spend off when this happened. So we really were able to fast forward quite a bit of growth based on those things." As for retail, Pawling said that a previous plan to open a brick-and-mortar store in late 2020 is now completely off the table. The earliest the company will tackle physical retail is 2022, she said. Pawling is pretty used to tumult. She co-founded Richer Poorer in 2010 -- as a purveyor of midrange socks for men, exclusively -- before she and her co-founder Tim Morse sold it to Shoes.com in 2015. But their new owner's business model wasn't as sound as they had expected. "The whole thing just imploded," Pawling said. She and Morse had to convince two board members to buy the business out. Weeks later, Shoes.com filed for bankruptcy. Richer Poorer's ownership has since returned to Pawling and Morse, who have turned it into a clothing line that caters mostly to women. As for the socks? "They make up about 8% of the business at this point," Pawling said.
33:2503/06/2020
Brideside CEO Nicole Staple on navigating the postponed wedding season

Brideside CEO Nicole Staple on navigating the postponed wedding season

Brideside co-founder and CEO Nicole Staple predicts there will be a wedding boom as the threat of coronavirus subsides. "We are seeing pretty overwhelming data that suggests women are postponing -- not canceling -- weddings," Staple said on the Glossy Podcast. But she isn't sitting back and waiting for the upswing. Launched in 2012, the company went from selling bridesmaid dresses exclusively to offering wedding dresses, as well, both via e-commerce and showrooms -- that is, until the pandemic hit. Now it's working to bring the physical shopping experience online. "We decided on a Thursday to shut down our showrooms that weekend, and by Tuesday, we had a fully launched virtual appointment platform," Staple said. Brideside has done about 1,000 virtual appointments in a six-week period, according to Staple. She also talked about the need in the market for inclusive sizing, the outsized importance of Instagram and the fact that there may be more "groomzillas" than "bridezillas."
38:2027/05/2020
Designer Alejandra Alonso Rojas: 'No one is going to judge us for whatever decisions we take right now'

Designer Alejandra Alonso Rojas: 'No one is going to judge us for whatever decisions we take right now'

Designer Alejandra Alonso Rojas is taking these uncommon times as permission to question the industry she operates in. “I think I’m going to come out of this as a rebel, because I’ve been really analyzing the business and what I want to do, and there are so many things I want to change in order to survive this and to make the business profitable,” Alonso Rojas said on the Glossy Podcast. The usual fashion industry calendar is one of them. “The calendar makes no sense at all," she said. "The new generations don’t shop six months before they can wear something. And the fact that, by the time you want to wear it, it's already 70-80% off — the impact on the brand was terrible.” Alonso Rojas is currently looking to her own items from seasons past -- via her first “archive sale” -- in order to boost sales for the luxury label. The profits are going toward supporting the company’s staff, and to paying rent for the company's combined office, studio and showroom space in Soho. “We had the inventory, and I think it was the right thing to do,” Alonso Rojas said. “It was a crazy idea, and I’ve shipping boxes like crazy. But at the end of the day, it worked.”
40:4020/05/2020
Frame co-founder Jens Grede: 'We have to bring back manufacturing to the United States'

Frame co-founder Jens Grede: 'We have to bring back manufacturing to the United States'

Jens Grede's denim-first fashion line, Frame, was growing fast until the pandemic hit. The company has 10 stores and had planned to double that number in 2020. Instead, the company is looking to 2021. "I'm still very confident about our store strategy right now," Grede said on the Glossy Podcast. Whenever doors do open again, Grede said they'll have a lower customer capacity, masks for visitors and employees, and an emphasis on keeping things clean. "Safety for our employees and our customers is and has to be everyone's top priority right now. Long term? We don't know anything about the long term," Grede said. Still, he has faith in the brick-and-mortar model, even as Frame's e-commerce sales are up "close to 300%" over the last few months, thanks in part to a 25% off sale. "It's really replaced [the sales of] all of our physical stores, and a little bit more than that." Making up for the revenue from wholesale is a bridge too far, however. And if Grede could go back in time in anticipation of the pandemic, he would have geared the company toward direct-to-consumer sales earlier. "And I'm not talking about 2019, I'm talking about 2017 or '16," Grede said. "Times were very good in wholesale. Too good, in fact." In general, Grede thinks the fashion industry should react to the pandemic with an idea also reflected in politics: bringing manufacturing back to the U.S. "Fashion brands have to carry less inventory. For that to be possible, we have to be able to turn inventory faster than we've done in the past. For that to be possible, we have to bring back manufacturing to the United States. That is the long and the short of it," Grede said.
48:0313/05/2020
Mack Weldon CEO Brian Berger on the perks of selling sweatpants DTC

Mack Weldon CEO Brian Berger on the perks of selling sweatpants DTC

Sweatpants are a best-seller for Mack Weldon in normal times. But unsurprisingly, they're especially popular now, as many Americans have seen their commute to the office replaced by yet another day of getting comfortable at home. "A lot of people are wearing sweatpants, that's for sure," Brian Berger, Mack Weldon CEO and founder, said on the Glossy Podcast. The activewear brand's focus on e-commerce has also well-positioned it to weather the pandemic. The brand has only one brick-and-mortar store, at Hudson Yards, and no significant partnerships with department stores. Berger talked about leveraging e-commerce, establishing redundancy in supply lines and being the "cheerleader-in-chief" to his staff.
35:2406/05/2020
Designer Nicole Miller: 'The whole fashion calendar is going to change'

Designer Nicole Miller: 'The whole fashion calendar is going to change'

Fashion designer Nicole Miller knows her brand is best known for its dresses, and she sees the pandemic as one more reason to diversify her product line. "[We're] trying to become more of a lifestyle brand, giving our customer a broader range of things to choose from," Miller said on the Glossy Podcast. "I'm not just there for your party dress." Miller talked about how direct-to-consumer isn't a silver bullet for challenged businesses, how she doesn't think there will be any fashion shows in September ("or it'll all be online") and how she learned to put more of herself into the brand's social media presence.
32:5729/04/2020
Morgan Lane founder Morgan Curtis on the different challenges facing swimwear, lingerie and sleepwear

Morgan Lane founder Morgan Curtis on the different challenges facing swimwear, lingerie and sleepwear

For apparel sales, under the pandemic, different items are suffering different fates. Swimwear sales are at a halt, while lingerie and sleepwear are doing much better. Morgan Lane knows this first-hand, specializing in all three of these categories. "Fall orders, for the most part, were being received in February. And for stores that are getting their budgets canceled, because they can't be selling right now, the first thing they're going to cancel is fall. They know it's not in production yet," founder Morgan Curtis said on the Glossy Podcast. "There's going to be a big gap between probably June and October, where there isn't that much newness, at least in the retail world -- from everyone." Curtis talked about which parts of her global supply chain have seen the most slowdown, how to promote products online without leaving home and what a difference it makes to have well-timed product placement in a "Trolls" music video.
41:1722/04/2020
The Arrivals co-founder Jeff Johnson on the silver lining behind lowered sales

The Arrivals co-founder Jeff Johnson on the silver lining behind lowered sales

If much of the retail industry is feeling squeezed by the coronavirus pandemic, outdoor apparel may be especially hard hit. "It's been kind of a mix," Jeff Johnson, co-founder of outerwear brand The Arrivals, said on the Glossy Podcast. "Sales, even traffic, has been lower." Johnson still manages to find positives. The company's main sales season runs from August to January or February -- this year, that was before the pandemic was declared. And while the average order value has gone down, he said, order numbers are up. In other words, within a smaller group of online visitors, more people are making actual purchases. "For the last two weeks, we've seen a 2x spike in conversion," Johnson said. He talked about how the company is crowd-sourcing the apparel design process, how it's changing its communications and why he's thankful that The Arrivals didn't end up opening a flagship store just before the pandemic.
33:1215/04/2020
For Rebecca Minkoff, the pandemic accelerates the business's pre-existing plans

For Rebecca Minkoff, the pandemic accelerates the business's pre-existing plans

For Rebecca Minkoff, the coronavirus pandemic is a chance for her namesake business to accelerate pre-existing plans. That starts with reexamining the brand's dependence on its own brick-and-mortar stores versus wholesale. "We always had a plan to have the ratios be more equal, and I think this has forced that to happen," Minkoff said on the Glossy Podcast. "I see a strong desire to return to physical retail when this is all over." The tighter focus also extends to the brand's social media strategy. The content that's been proven to work on shut-in customers, she said, usually features Minkoff herself. "I'm not trying to sound egotistical, but that's what drives the revenue and the clicks and the sales," she said. "So we're saying, 'Enough with any other type of franchise or content pillars; we are going to do what works and what gets the customer excited.'" Minkoff talked about how she's helping to focus attention on smaller, women-owned businesses, what she thinks of TikTok and why she had to take the podcast interview from her bathroom floor.
30:2908/04/2020
Ramy Brook Sharp on why the future of the company is DTC, no matter how long the pandemic lasts

Ramy Brook Sharp on why the future of the company is DTC, no matter how long the pandemic lasts

Ramy Brook Sharp opened a brand flagship store in Manhattan last fall, before the coronavirus pandemic shut down just about every brick-and-mortar store in New York City -- though since, the company's focus has changed to the company's e-commerce site, of course. Direct-to-consumer was a priority even before the crisis. "That's definitely going to be the future of the company," Brook Sharp said on the Glossy Podcast. "We were going in that direction to begin with, but I think with everything happening, you realize how important that is." Until then, the contemporary fashion company has had to furlough all 45 of its employees. "The hope is that everybody comes back," said Brook Sharp, adding that the company is continuing to cover affected employees' health insurance. "We're not allowed to ask anybody to work; we can't expect people to work," she said, but she's found that "a majority" of her team is working despite that, unpaid. "Most of the people want to see the company succeed and understand that this is a unique time."
38:2301/04/2020
Rebag founder Charles Gorra: 'We compete against idleness'

Rebag founder Charles Gorra: 'We compete against idleness'

For Charles Gorra, whose company Rebag has bought and sold luxury handbags since 2014, the competition isn't Hermès or Louis Vuitton. "We like to say we don't compete against this or that company, but we compete against idleness," Gorra said on the Glossy Podcast. His estimate is that nine out of 10 "luxury owners" have never sold those items and that most of his customers (on the selling end) are doing so for the first time. It helps that Rebag buys such pieces upfront, in its nine physical locations in Los Angeles, New York State and Miami. Thirty stores is the "medium-term goal" for the company, said Gorra. Handbag sales, however, are mostly done online, with only 20-30% sold in store. "We're still largely a digital company," Gorra said. Accordingly, Gorra thinks Instagram Checkout -- which is still in beta -- could be "game-changing" for e-commerce in general. And last year Rebag launched Clair, or Comprehensive Luxury Appraisal Index for Resale, a freely-available tool for appraising bags at a distance. "Literally, it's three or five clicks, and we tell you right there: 'This is how much we pay,'" Gorra said. He previously told Glossy that unlike sneakers, designer handbags tend not to have product codes or SKU numbers, which come into play in the authorization process. Clair is Rebag's way of bringing some standardization to the market. Gorra talked about Rebag's typical customer, his stores' experiential fixtures and the item appraisal tool that Rebag launched last year.
35:5625/03/2020
Gorjana's founders on growing a profitable jewelry business: 'No home runs here'

Gorjana's founders on growing a profitable jewelry business: 'No home runs here'

Jewelry company Gorjana is growing, self-funded and profitable, but its founders insist that it was a slow and tricky road. "No home runs here," Gorjana Reidel said on the Glossy Podcast. She and her husband, Jason Griffin Reidel, first sold their jewelry in small boutiques before partnering with Nordstrom in 2014. "We were kind of the pioneers of the category that you see so many people getting into now, of gold, delicate, layering jewelry," Griffin Reidel said. Early on, Nordstrom partnered with the brand, launching it in 25 stores at a time (the Reidels got to pick which ones), and Gorjana Jewelry is now available across the chain's approximately 120 outlets. But despite its success with Nordstrom, in recent years Gorjana has made the shift to selling direct-to-consumer via its own stores and e-commerce site. Three years ago, 90% of Gorjana’s sales were coming through wholesale channels and only 10% from DTC. Today, 80% of sales are direct-to-consumer. Gorjana has nearly 200 employees and, by the end of May, the company plans to have 16 stores across California, New York City and Arizona -- the coronavirus pandemic notwithstanding. Gorjana Reidel and Jason Griffin Reidel talked about the benefits of boot-strapping a business, their secret to growing steadily even through the financial crisis of 2008 and their advice for entrepreneurs.
42:1618/03/2020
[TREND WATCH] We Wore What founder Danielle Bernstein on making the move from influencer to fashion designer

[TREND WATCH] We Wore What founder Danielle Bernstein on making the move from influencer to fashion designer

For our final episode of Glossy Trend Watch: Influencer Edition, senior technology reporter Katie Richards sits down with Danielle Bernstein of We Wore What. Danielle is a fashion blogger turned clothing designer, brand founder, author and entrepreneur. When she got started as an influencer, payment schemes were a bit arbitrary. "There weren't any set fees for posting on a blog, taking photos for a brand," Bernstein said. "We sort of went off of what modeling agencies traditionally did for models." Since those uncertain days, Bernstein has developed longer-term collaborations with brands and launched a workflow tool for influencers, and she has a book in the works. Glossy Trend Watch: Influencer Edition features interviews with some of the most prominent fashion influencers on how they’ve used their success and social media followings to launch major brands. Our guests -- including Julia Engel and Moti Ankari -- made the leap from interacting with existing brands online to creating some of their own.
20:0313/03/2020
Amanda Uprichard on how her namesake brand is handling the coronavirus epidemic

Amanda Uprichard on how her namesake brand is handling the coronavirus epidemic

Amanda Uprichard's namesake fashion company has quickly reshaped its supply line to work in a world living with the coronavirus. "Now, we make maybe 90% of our stuff here because of the virus," Uprichard said about her New York operation. Previously, half of the line's manufacturing was based in China. "Anyone that's in manufacturing, you're just affected by the supply chain," she added. "But I do believe China will be completely normal in another month." For Uprichard, making things out of New York was a return to the brand's beginnings. Everything was made out of New York City, "until about a year and a half ago, when we started switching to China because the resources are drying up here," she said. Uprichard talked about the importance of influencers, the reality TV show "The Bachelor" and walking away from Amazon (and, just maybe, going back to it).
42:4711/03/2020
[TREND WATCH] Moti Ankari on going from Instagramming shoes to selling them

[TREND WATCH] Moti Ankari on going from Instagramming shoes to selling them

Over the next few weeks, we’re bringing you bonus episodes of the Glossy Podcast. Glossy Trend Watch: Influencer Edition features interviews with some of the most prominent fashion influencers on how they’ve used their success and social media followings to launch major brands. Our guests made the leap from interacting with existing brands online to creating some of their own. For our second episode, Glossy senior technology reporter Katie Richards sits down with Moti Ankari, a menswear blogger who co-founded footwear brand Ankari Floruss with fellow blogger Marcel Floruss. "I was actually one of the first wave of male influencers," Ankari said. "Nine years ago, there were like five of us out there." Tellingly, the word "influencer" didn't exist to describe someone making a living off of their social media connections -- the word got its own entry on Dictionary.com in 2016. Ankari talks about learning the ins and outs of designing footwear and how to leverage his social following to drive sales.
28:5306/03/2020
Switch co-founder Liana Kadisha Cohn on bringing the rental model to designer jewelry

Switch co-founder Liana Kadisha Cohn on bringing the rental model to designer jewelry

Rent the Runway, but for jewelry. That was the animating idea behind Switch, the company that buys and rents out jewelry for $29 a month. "Ultimately, jewelry is a very different product from apparel, for rental," Kadisha Cohn said on the Glossy Podcast. "It's a perfect product for rental. You don't really feel like it's ever been worn before. We sanitize it, we polish it, we kind of bring that shine and make it feel like it's new -- and oftentimes, it is new," Kadisha Cohn said. Switch also authenticates the jewelry in its collection, which includes thousands of styles. ("We have Chanel, Hermès, Dior, real diamonds and gold," Kadisha Cohn said, also listing Sophie Ratner, Mateo and Do Not Disturb.) Some of Switch's items are one of a kind, and none are valued under $100. Their average value is about $700, which is basically the cost of being a Switch member for two years. "In two years, to have an endless rotation of jewelry instead of just purchasing one piece -- that, probably, after two years you'd be sick of -- is a really good value for our customers," Kadisha Cohn said. Switch buys jewelry from the public, for either cash, membership credit or credit to be spent toward purchasing an item outright. "If you fall in love with something, you may want to end up buying that," Kadisha Cohn said. Kadisha Cohn talked about what goes into jewelry authentication, what to make of wear and tear, and why her career leap into gems was unexpected.
35:1504/03/2020
[TREND WATCH] Influencer Julia Engel on prioritizing her own brand

[TREND WATCH] Influencer Julia Engel on prioritizing her own brand

Over the next few weeks, we’re bringing you bonus episodes of the Glossy Podcast. Glossy Trend Watch: Influencer Edition features interviews with some of the most prominent fashion influencers on how they’ve used their success and social media followings to launch major brands. Our guests made the leap from interacting with existing brands online to creating some of their own. For our first episode, Glossy senior technology reporter Katie Richards sits down with Julia Engel, who leveraged her fashion and lifestyle blog Gal Meets Glam to build the Gal Meets Glam Collection, a fashion brand focused on timeless, classic pieces including dresses, coats and sweaters. On the first episode of our limited series, Engel talks about transitioning from blogger to brand founder, learning the ins and outs of the apparel industry and finding the right wholesale partners.
28:1828/02/2020
'There's no silver bullet': Pandora's Charisse Hughes on charting a growth-driven plan

'There's no silver bullet': Pandora's Charisse Hughes on charting a growth-driven plan

Despite sharing a name with a popular music streaming platform, Pandora -- the jewelry company -- never had a problem with name recognition. Charisse Hughes, the company's CMO for the Americas, put the company's name recognition at 90%. "People know Pandora," Hughes said on the Glossy Podcast. However, that hasn't meant that people are buying from the brand. The company lost more than a quarter of its market value in 2017, followed by another 61% in 2018. Hughes attributed the decline to a lack of innovation in the brand's aesthetic and not using consumer data to react to shoppers' wishes. But the company has made changes, bringing on a new CEO last year, striking partnerships with the likes of Millie Bobby Brown to appeal to younger consumers and overhauling its stores with engraving stations and a popular items section. "There's no silver bullet to get us back to where we need to be," Hughes said. Hughes talked about the company's iconic charm bracelet (which is turning 20 this year), Pandora's take on experiential retail and partnering with Disney.
40:4726/02/2020
Birdies co-founder Bianca Gates on how the shoe company adapts to shoppers' needs

Birdies co-founder Bianca Gates on how the shoe company adapts to shoppers' needs

Birdies co-founder Bianca Gates started her company as a side hustle while working at Facebook, but it took a two-month sabbatical to realize she ought to dedicate herself to the shoe company full-time. "We saw the impact of me jumping in and helping out more," Gates said on the Glossy Podcast. "We started to look at different data points. There were sales, editors were talking about us, celebrities wearing us, people wanting to invest, and I thought: 'I guess this is kind of that moment where you just take that leap of faith.'" Birdies launched in 2015 and has since raised $10 million in funding, opened a brick-and-mortar store in San Francisco and expanded its original product line -- slipper-like shoes chic enough for a party host -- to include tougher-soled shoes that can be worn about town. Gates talked about that critical moment mid-sabbatical, her evolving leadership style and the reason the startup rush for unicorn status is like the housing crisis.
43:0019/02/2020
The Collected Group's James Miller: 'The U.S. department store model isn't going anywhere'

The Collected Group's James Miller: 'The U.S. department store model isn't going anywhere'

In a 35-minute conversation, James Miller brought up the concepts of speed and the need to keep up repeatedly. "If you stand still for too long, then you're just going to fall behind," he said on this week's Glossy Podcast. Miller would know about those things. He's the CEO of the Collected Group and just took on the added role of chief creative officer last week. That puts him in charge of the design as well as the business side of the clothing company's three brands: Joie, Equipment and Current/Elliott. Still, the group plays within the industry's established timelines: "We do 12 deliveries a year for each brand, and they're sold in seasons," Miller said. It was late January, and he was fresh from reviewing some of the deliveries that would go out this fall. Where the Collected Group does innovate is in its gender-fluid clothing, its emphasis on email marketing over social media and its sustainable practices that extend even to the clothes' labelling.
39:5612/02/2020
'The anti-fast fashion': Badgley Mischka president Christine Currence on not following every last trend

'The anti-fast fashion': Badgley Mischka president Christine Currence on not following every last trend

This week, we bring you a bonus, New York Fashion Week Edition of the Glossy Podcast, featuring Christine Currence, the president and owner of Badgley Mischka. Glossy Podcast host Jill Manoff sits down with Currence to discuss working with Rent the Runway, collaborating with a game app and making big adjustments this season, as Oscar Sunday overlapped with fashion week.
34:4710/02/2020
'I like to be scrappy': Argent founder Sali Christeson on easing into fundraising

'I like to be scrappy': Argent founder Sali Christeson on easing into fundraising

Sali Christeson has worked in industries from banking to big tech, but one thing has remained consistent about her day-to-day work life: "I've always been frustrated with shopping for workwear," she said on the Glossy Podcast. Christeson found the same pain point among her friends, which was further confirmed by a study she stumbled on in 2015. The study's authors measured "the impact of what someone wears on their bottom line over [their] lifetime," Christeson said, meaning that your look impacts your salary and job level. "It ends up being a 20% to 40% difference on your personal income. That was the catalyst for me. I read that, and I was like, 'OK, see ya, corporate world!'" Argent, the women's workwear company she went on to found, has offices in San Francisco and New York, and sells direct-to-consumer items ranging from blazers and pants to dresses. Since launch, the company has raised more than $4 million in Seed funding (with a Series A coming toward the end of the year, Christeson said), and has been worn by the likes of Hillary Clinton, Kamala Harris, Arianna Huffington, Gloria Steinem, Awkwafina and Amy Poehler. Christeson talked about the benefits of boot-strapping her business, the shifting consumer expectations brought about by Amazon and the joy of pockets.
39:1205/02/2020
Foot Locker's Mel Peralta: 'You want to be able to stop the scroll'

Foot Locker's Mel Peralta: 'You want to be able to stop the scroll'

Whatever the challenges of Mel Peralta's job, he has an honest customer keeping him on track. "Kids don't lie to you," Peralta said on the Glossy Podcast. "They'll let you know if they think your stuff is whack or your stuff is dope." Peralta is head of the new Foot Locker-owned brand incubator known as Greenhouse, which partners with both established labels in the sneaker game -- like Fila and K-Swiss -- and up-and-comers who might create the youth market's next cult product. Accordingly, the retailer changed its mission statement last year, saying it aimed "to inspire and empower youth culture." In Peralta's words, "Project Greenhouse is Foot Locker's incubator to find what's next." The company wants to do that by being involved with designs from square one. "Because we are a product creation hub -- and we're not just launching other people's things -- we have to be involved with every single project at the very beginning," Peralta said. The incubator's products are mostly sold via its own app, but they've also been sold at Foot Locker events, at boutiques and, one time, at a restaurant in Paris. Peralta talked about his longtime love for footwear, the passion of the sneakerhead community and the SpongeBob-branded shoe that's all the rage with kids.
37:1829/01/2020
'There's a return to retail': Michael Stars co-founder Suzanne Lerner on fashion's direction

'There's a return to retail': Michael Stars co-founder Suzanne Lerner on fashion's direction

Michael Stars wants to strike a balance between evolution and tradition. "You could call it quote-unquote sustainable, because my stuff doesn't get thrown away," said Suzanne Lerner, the company's co-founder and president, on the Glossy Podcast. "It doesn't end up in the landfill after that season that it was so trendy." As evergreen as its styles are, Michael Stars' revenue model is quickly changing. "Fifty percent of our business is specialty stores," Lerner said. "About 20% is our own e-commerce site, and the balance -- 30% -- is a mix of other [retailers'] e-commerce sites and subscription boxes," she said. Next, the company is looking to rebuild the brick-and-mortar retail network that it "successfully" pulled away from, Lerner said, starting with pop-ups. On the podcast, she talked about how the company has embraced direct-to-consumer model, how she met her husband-slash-business partner and why, when it comes to the company's political engagement, "We've got to be out there speaking."
39:2122/01/2020
'The second-hand market isn't going anywhere': Fashionphile founder Sarah Davis on the evolution of luxury resale

'The second-hand market isn't going anywhere': Fashionphile founder Sarah Davis on the evolution of luxury resale

Luxury brands typically want little to do with the second-hand market, but resale companies like Fashionphile are slowly winning them over. Founded in 1999 by Sarah Davis, the company invites customers to drop-off top-shelf accessories at one of its physical locations, where Fashionphile will buy them upfront. Trained Fashionphile employees verify the authenticity of the item before it's sold online, and the original owner gets a piece of the pie -- often a big one. A 70-30 split is common, with Fashionphile taking the smaller cut, Davis said. "But if the velocity of sale will be quick or if it's a super high-dollar item, or it's very popular, we'll give you much more," Davis said on this week's episode of the Glossy Podcast. Fashionphile limits its inventory to 51 luxury brands, many of which were once worried about resale tainting their brand image -- second-hand isn't exactly synonymous with luxury, after all. What's more, there's been concern from full-price retailers that the resale market will bite into their revenue. In the last few years, Davis said, several luxury companies have come around. "I think the brands have recognized [the resale market] isn't going anywhere. And so, more and more, they're thinking, 'What do we do about this?' It's led to some really amazing conversations we've been able to have with them. They're curious," Davis said. One thing that helped Fashionphile's image: a recent minority stake investment by Neiman Marcus, which now hosts some of Fashionphile's drop-off locations. More than 20 years after opening in Beverly Hills, Davis pointed to "a 50% growth rate year-over-year, consistently." The company's since opened locations elsewhere in California, as well as in New York and Texas. Davis talked about the importance of shipping products in unboxing video-friendly packaging, the trick to selling used shoes and the teenage boys who covet Hermès belts.
41:4615/01/2020
Universal Standard co-founder Alexandra Waldman on making fashion for the 70%

Universal Standard co-founder Alexandra Waldman on making fashion for the 70%

Plus-size models have made uncertain gains in advertising in recent years, though for Universal Standard co-founder Alexandra Waldman, the problem is also in how these models are often depicted. "I always looked at ads of these women in pattern-wrapped dresses and high heels and I thought: 'I don't understand where she's going,'" Waldman said on this week's episode of the Glossy Podcast. "'Where is she going with the bows and the things, and why does she have kittens on her T-shirt? She's obviously in her 30s.'" Universal Standard launched in 2015 to offer all of their items -- no kittens, thanks -- in sizes from 00 to 40. And though they've opened five stores all in the last several months, they've also made sure their website caters to women of all sizes, in a way they might not be used to. "That size 8 doesn't look anything like I'm going to look when I put on that dress," Waldman said. "So we thought 'why not photograph everything on every single size and then allow women, if they wanted to, to look at the scope of the range or to click a button and make the entire website just in their size," Waldman said. Waldman talked about the company's insistence on inclusion, the industry's sure but slow progress and how Universal Standard has boosted more than one model's career.
40:2308/01/2020
Naadam co-founder Matt Scanlan on being the CEO of three separate brands

Naadam co-founder Matt Scanlan on being the CEO of three separate brands

Lately, Naadam co-founder Matt Scanlan has been juggling leading three fashion brands -- on top of being CEO of his 6-year-old cashmere brand, he's the CEO of Thakoon and the interim CEO of Something Navy -- and making regular appearances on QVC. For someone who's easily distracted unless he has a lot of work in front of him, selling stuff on TV is a good outlet. "If you're an instant gratification person like I am, I don't think there's anything better than this," Scanlan said on the Glossy Podcast. It also plays into his strategy of selling Naadam's sustainable cashmere products across as many channels as possible. Beyond TV, "that means online, working with multi-brand retailers and having your own storefront or collaborating with others," Scanlan said. He plans to have eight brick-and-mortar Naadam stores by the end of 2020. Scanlan talked about the marketing value of sustainability, the draw to work with recent Glossy Podcast guest Thakoon Panichgul and the guerrilla marketing campaign that got attention from the police.
37:2018/12/2019
Glossy 50 Live: Patrick Herning and Tanya Taylor on the state and future of size inclusivity

Glossy 50 Live: Patrick Herning and Tanya Taylor on the state and future of size inclusivity

32:1313/12/2019
Fleur du Mal founder Jennifer Zuccarini on avoiding the missteps of Victoria's Secret

Fleur du Mal founder Jennifer Zuccarini on avoiding the missteps of Victoria's Secret

Before launching her lingerie brand Fleur du Mal, Jennifer Zuccarini had a stint at Victoria's Secret -- giving her an idea of what to avoid. "I think people just got tired of that one note of what sexy is," said Zuccarini on this week's episode of the Glossy Podcast. Launched in 2012, Fleur du Mal is applying all the strategies of a small brand looking to challenge a more established industry giant that's on the ropes, creating a lot of web content and tapping social media influencers to get consumers interested in the brand. Along the way, it's avoiding Victoria's Secret's pitfall by making and marketing products for customers of all body types.
38:2911/12/2019
Aurate's Sophie Kahn on making DTC jewelry that measures up to Fifth Avenue's luxury options

Aurate's Sophie Kahn on making DTC jewelry that measures up to Fifth Avenue's luxury options

Aurate sits somewhere between Fifth Avenue's legacy jewelers and the brands that take a cue from Etsy's aesthetic. At least, that's how the company's co-founder (and designer) Sophie Kahn describes it: "There was nothing really in the middle," she said on this week's episode of the Glossy Podcast. The direct-to-consumer company's products start around $50 and go up from there. Many customers have an eye for the higher-end stuff. "Something like the top 40% of our sales are generated by 10% of our customers," Kahn said. "I think that's a testament to [the fact that] once you feel our product, you kind of fall in love with it," she said. "We're going up against the big guys that have way more funding, way more everything. The only thing we have, hopefully, is the hearts of our women." On the Glossy Podcast, Kahn discussed her career path from Marc Jacobs to DTC fine jewelry, the company's use of crowdsourcing to steer product development and its plans for international expansion.
36:2404/12/2019
Somsack Sikhounmuong on designing for Alex Mill and life after J. Crew

Somsack Sikhounmuong on designing for Alex Mill and life after J. Crew

After 16 years at J. Crew, Somsack Sikhounmuong switched to a much smaller company to design clothes for Alex Mill. But he's remaining close to the Drexler family. "I always joke that he's my fairy god agent," said Sikhounmuong about Mickey Drexler, the former CEO of J. Crew Group. During a sabbatical after his work at J. Crew and Madewell, the J. Crew subsidiary that continues to outshine its parent company, Sikhounmuong got a phone call from Mickey Drexler: "I was in line at Whole Foods, because I wasn't working and I could be in line at Whole Foods in the afternoon," he said. Mickey asked him to meet with his son Alex Drexler about designing for Alex's company, Alex Mill, for which Mickey Drexler is both an investor and an advisor. On the Glossy Podcast, Sikhounmuong discussed his work for Alex Mill, which was founded in 2012 out of "a tiny store on Elizabeth Street." Sikhounmuong also talked about the difference between designing clothes for women versus men, the transition from a massive company to a startup, and the experience of interviewing with J. Crew's Jenna Lyons.
38:5527/11/2019
Need Supply founder and CEO Chris Bossola: a brick-and-mortar store 'has to be an experience'

Need Supply founder and CEO Chris Bossola: a brick-and-mortar store 'has to be an experience'

When Chris Bossola opened Blues Recycled Clothing in 1996, "all three TV stations came because they couldn't believe that we were selling vintage, used Levi's for $35. They thought it was crazy." Nearly 25 years later, what started with a 200 square foot store in Richmond, Virginia has become Need Supply, a retailer that makes most of its revenue online -- and sells much more than used jeans. On this week's Glossy Podcast, Bossola -- the multi-brand retailer's founder and CEO -- discusses Need Supply's plans for expansion, their acquisition of Totokaelo and why the DTC model is overrated.
35:4020/11/2019
Ledbury CEO Paul Trible: We credit our wholesale partners when we make a DTC online sale

Ledbury CEO Paul Trible: We credit our wholesale partners when we make a DTC online sale

With the recession in full swing, 2009 was a tough year to start a luxury brand, as Ledbury CEO and co-founder Paul Trible knows. But Ledbury bet on luxury, at a price range that invited both younger customers to step up their wardrobe, and older ones to save money, compared to what they were buying. "That's anywhere between $125 to $185," Trible said on the Glossy Podcast. "It's still expensive for folks, but what we saw very early on is we were pulling people down from Canali and Zegna and Eton, people who were spending usually $250 or $300 a shirt." Direct-to-consumer makes up 70% of Ledbury's sales, Trible said, with another 20% coming from wholesale. Brick-and-mortar stores -- of which the company has three -- fill in the rest of the revenue pie. On this week's Glossy Podcast, Trible spoke about quality manufacturing, a unique revenue-sharing model Ledbury started with its retailers and fact that the second button is what makes or breaks a shirt, just like Jerry Seinfeld said.
35:3813/11/2019
Cinq à Sept founder Jane Siskin: 'It's a scary time for retail'

Cinq à Sept founder Jane Siskin: 'It's a scary time for retail'

Cinq à Sept founder Jane Siskin prides herself on the fashion brand's ability to quickly respond to the stuff that sells. "We have a great 'fast-track program' where we can quickly build on the good styles," said Siskin. To do that, she and her team lean on sales data -- "We can see by store, we can see by color, we can even see by size if we want to," she said -- though the actual turnaround time depends on a few factors. Fabric is a big one. "If it's a repeat style, exactly as it was before -- a reorder in a fabric that we own -- it could be four to six weeks. If it's something new, there's a material change to it, add another couple weeks to it. And if we don't have the fabric, you're adding a month." On this week's Glossy Podcast, Siskin spoke about fashion, the branding boon that is having a French name (even if you're based in Los Angeles) and the reason why "you have to have your head in the sand if you don't think it's a scary time for retail."
35:5206/11/2019
Huckberry's head of marketing Ben O'Meara on creating emails people actually want to read

Huckberry's head of marketing Ben O'Meara on creating emails people actually want to read

This week's guest on the Glossy Podcast is Ben O’Meara, the head of marketing at Huckberry. Sure, it's a men's retailer, but Huckberry isn't just trying to sell stuff. It also wants to tell stories, including one about a merino T-shirt that can be worn for 72 hours without smelling all that bad by the end of it. "It's anti-microbial, you don't have to wash it, it doesn't stink... you can wear it for multiple days on end," O'Meara said. "So let's call it the 72-Hour Tee [we decided]. But if we're going to put that stamp on this product we better sure as hell make sure that we stand behind it. And if we're going to tell you you can wear it for three days -- [let's make sure] we've actually done that before." Ahead of an international flight, O'Meara threw on a shirt, before later stopping a stranger in Iceland to ask, "Can you smell my shirt?" Huckberry turns its travels and product tests into content for its email newsletter, which goes out to more than 1 million readers three times a week, O'Meara said. Some 20% to 30% of them open it to browse through its journal entries, music recommendations and product promotions, and Huckberry sees a spike in sales as that happens. "It's definitely our most profitable channel," O'Meara said. On this week's Glossy Podcast, O'Meara spoke about Huckberry's origin story, its email and video strategy, and its balance of owned and partner brands.
37:2130/10/2019
Andie founder and CEO Melanie Travis: Investing in customer service is good business

Andie founder and CEO Melanie Travis: Investing in customer service is good business

In 2016, Victoria's Secret dropped out of the swimwear market, a business worth $500 million to the company. That same year, Melanie Travis founded Andie Co., the direct-to-consumer swimwear company allowing consumers order, try on and send back as many swimsuits as they'd like. Regardless of a massive brand bowing out from the sector, Travis said, "There's room for competition. This is not a winner-take-all market." Instead, it's a market worth billions of dollars per year and growing. "Swimwear is bigger than the men's shaving market, and God knows how many razor startups [there are]," Travis said. Travis was on the Glossy Podcast to talk about how the direct-to-consumer model has worked to consumers' advantage, how a new equity model is "quietly" growing among DTC entrepreneurs and how Andie managed to not pay rent for the past two-and-a-half years.
35:1323/10/2019
Phillip Lim on growing a brand while upholding tradition

Phillip Lim on growing a brand while upholding tradition

Phillip Lim's business is one of the last of its kind standing. "We're one of the few brands left in New York City with an in-house atelier. All the clothes are made in-house," he said, pointing to 3.1 Phillip Lim's new headquarters in Brookfield Place. Lim encourages interns to appreciate the rarity of seeing clothes go from drawing board to production line, all in one venue. "I'm like 'OK, you guys have the privilege of sitting in the real masterclass here. Really learn from this, because it's disappearing. Now everything is: 'Pop-up, startup. Where did it come from? It doesn't really matter, because we're going to market the shit out of things.' You can't trace it back. But if you come to visit us, you can trace everything back." On this week's Glossy Podcast, Lim talks about waste and sustainability in fashion, and why going fur-free doesn't mean sacrificing luxury.
33:1116/10/2019
BaubleBar co-founder Daniella Yacobovsky on bringing jewelry to a previously ignored price point

BaubleBar co-founder Daniella Yacobovsky on bringing jewelry to a previously ignored price point

Don't tell Drake, but bling doesn't always have to be so pricy. BaubleBar has raised millions from investors confident in its business model of delivering stylish earrings, necklaces, and rings at affordable prices. The company sells its products online, and in over 17 countries via 200 retailers -- some of which, like Target, the company teamed up with to create exclusive lines. "We had been doing our research on the market and felt that there was a huge opportunity at a lower price point than where the main BaubleBar brand sat," says Daniella Yacobovsky, the company's co-founder. That's where Target came in. Yacobovsky also talks about the consumer opportunities opened up by affordable accessories, the data goldmine BaubleBar sits on, and what a difference Julia Roberts can make.
42:0909/10/2019
Schutz's Marina Larroude: Brands and their retail parters need to be agile

Schutz's Marina Larroude: Brands and their retail parters need to be agile

Prior to taking the lead at Schutz International, Marina Larroude was vp and fashion director at Barneys New York, a role she took on after holding fashion director roles at Teen Vogue and Style.com. For this week's episode of the Glossy Podcast, Larroude joins Jill Manoff to talk about her multiple career changes within the world of fashion, the untapped market for good, affordable boots, and the reason brands should consider bucking the usual wholesale purchasing timeline.
32:5502/10/2019
Deveaux designer Tommy Ton: You have to think of your customer on a global level

Deveaux designer Tommy Ton: You have to think of your customer on a global level

In this week’s episode of the Glossy Podcast, Jill Manoff sits down with Tommy Ton to discuss his transition from street style photographer to artistic director of fashion brand Deveaux, the evolution of men's style and the importance of inclusivity on the runway.
35:5625/09/2019
Thakoon Panichgul: Going DTC means 'control in the messaging you want to build'

Thakoon Panichgul: Going DTC means 'control in the messaging you want to build'

Renowned designer Thakoon Panichgul is back to work after a two-year sabbatical from the world of fashion: "I traveled -- went to Cuba, went to Mexico City, went to Bali, went to Thailand, Marrakesh. I needed time to open up the mind and figure out what this fashion world is all about," he said. In this week’s episode of the Glossy Podcast, Jill Manoff sits down with Panichgul to discuss what today's consumers want in a clothing brand and why he's a firm believer in the DTC model. 
34:3018/09/2019
Emily Current and Meritt Elliott: 'There is some real validity in wholesale right now'

Emily Current and Meritt Elliott: 'There is some real validity in wholesale right now'

Emily Current and Meritt Elliott have been business partners for 20 years, owning and running at least three companies over the timespan, while collaborating with brands including Kate Spade and Pottery Barn and styling celebs on the side. First came denim brand Current Elliott, which they sold and, soon after, launched L.A.-based apparel company The Great. "We didn't set out to get into the denim industry or disrupt the denim industry; we just knew that we couldn't find what we wanted," said Current, referring to Current Elliott introducing boyfriend jeans to the market during the heyday of "fancy" styles. In this week’s episode of the Glossy Podcast, Jill Manoff sits down with Current and Elliott to discuss how the process of building a brand has evolved, why wholesale still matters and who's really providing influence among fashion fans today.
36:3512/09/2019
Fashion designer Misha Nonoo: 'I honestly think that Fashion Week in its entirety will go away'

Fashion designer Misha Nonoo: 'I honestly think that Fashion Week in its entirety will go away'

This week, we bring you a bonus, New York Fashion Week Edition of the Glossy Podcast, featuring Misha Nonoo, founder and creative director of her namesake fashion brand. Editor-in-chief Jill Manoff sits down with Nonoo to discuss the evolution of her company's business model, its plans for physical retail and the downfall of the traditional runway show.
35:0611/09/2019
Zyper CEO Amber Atherton: ‘We've reached peak social’ 

Zyper CEO Amber Atherton: ‘We've reached peak social’ 

When marketing platform Zyper launched two years ago, brands were just starting to work with influencers and micro-influencers had barely begun to emerge. Since, influencers have become a line item in most every brand’s marketing budget, and the space has expanded to include even nano-influencers, or influencers with fewer than 1,000 followers. But influencer marketing’s heyday may have already come and gone. The reason, according to Zyper CEO Amber Atherton: “Influencer content has become inauthentic.” In response, consumers are relying less on influencers to tell them what to buy, instead turning to peer-to-peer referrals and word-of-mouth recommendations from their inner circle. And brands are strategizing accordingly, shifting their focus from influencers to existing customers. “Brands today want to turn their most passionate customers into brand advocates -- not just to create content, but to develop new products, to provide feedback, to be a focus group 2.0,” said Atherton. “Brands are realizing that we're living in an increasingly decentralized world: The consumer has more power with their data, influencers are being democratized, and, really, a brand's customers are their best asset; they’re both the product development department and the marketing department. If a brand can identify and bring these people into the brand, and give them that access, then they're going to remain relevant.” 
31:1304/09/2019
Aldo head of omnichannel Gregoire Baret: More than 70% of in-store shoppers browse the website first

Aldo head of omnichannel Gregoire Baret: More than 70% of in-store shoppers browse the website first

When Gregoire Baret joined Aldo Group in 2015, “omnichannel” wasn’t the industry-wide buzzword it is today. But even now, there’s some mystery around his unique, trendy-sounding position of senior director of omnichannel experience design. “Omnichannel experience design is about the consumer journey,” said Baret. “It’s about improving the shopping experience through communication, services, tools -- anything that’s going to help someone discover the right and relevant products.” In addition to the in-store and e-commerce experiences, the focus of his role -- which was new when he joined the company -- encompasses customer touchpoints from pre-purchase to post-purchase, including customer service. “I was brought in to be a kind of neutral agent that would connect people across [Aldo] departments, but also to be a voice for the consumer,” said Baret. 
31:5428/08/2019