What makes remarkable retail businesses

Retail Gets Real Episode 303: Retail consultant and author Steve Dennis discusses how omnichannel is giving way to hybridization
Sheryll Poe
NRF Contributor
April 4, 2023

In a world where everything is available everywhere, at any time, being very good is no longer good enough, according to retail consultant, podcaster and best-selling author Steve Dennis.

“You have to be truly remarkable. And, by remarkable, I mean kind of the common thing people think about it — different, unique, special,” Dennis, the founder of SageBerry Consulting, says on this episode of Retail Gets Real.

“But in particular … you literally have to give people something to talk about, to remark upon. That’s how you build a strong emotional connection with a customer.”

NRF Nexus 2023

Miss the event? Check out the event recap and read the latest coverage on NRF Nexus where technology, marketing and digital innovators intersected.

Dennis’ new book, “Remarkable Retail: How to Win and Keep Customers in the Age of Digital Disruption,” presents case studies of retail innovation over the last 30 years. One of the book’s major tenets is the dissolution of omnichannel. “There are very few cases where that one-size-fits-all, kind of spreading the peanut butter, makes sense,” he says. “I think the successful strategy is about showing up where it really matters in remarkable ways.”

He says retailers should focus on harmonization — creating a seamless retail experience, and hybridization — blending the digital and physical worlds to serve customers how they want to be served.

“The overriding issue is to really be channel-agnostic and think about it all as one branded experience,” he says. “I see plenty of retailers, that really have a compelling value proposition, that are investing in both their physical and digital capabilities, that are pursuing this more-hybrid approach.”

Listen to the full podcast to hear more about what remarkable retail looks like, Dennis’s career and what’s impacting the state of retail in 2023.

Retail Gets Real logo image

The retail industry impacts everyone, everywhere, every day.

NRF’s podcast features unfiltered, insightful conversations with the industry’s most interesting people. Hear retail executives, industry experts, entrepreneurs and influencers discuss trends, their career stories and the future of retail.

Subscribe to NRF's Retail Gets Real podcast
 Apple | Spotify | Google

Related content

How teen entrepreneur Jungmin Kang built a multi-million dollar slime business
Retail Gets Real episode 327: The founder and CEO of Snoopslimes talks about starting a business.
Read more
How Burlington drives impactful change with its DEI strategy
Burlington store
Retail Gets Real episode 326: Mecca Mitchell shares her thoughts on community impact, leadership and organization.
Read more
Retail leaders rally to fight retail crime
Individuals on Capitol Hill for Fight Retail Crime Day 2023.
Retail Gets Real episode 325: NRF’s David Johnston on the problem of organized retail crime.
Read more