Richard Hammond, CEO of Uncrowd and fellow retail author, joins Natalie to explore the differences in US and UK grocery retailing. Why have British retailers failed to crack the American market? When is it ok to have friction? Automation - how can retailers balance customer satisfaction and operational efficiencies? And what is the risk of deprioritizing CX investment in the current climate? 

Listen to the end to hear Richard's own experience of being stuck in self-checkout jail. 🙂

Connect with Richard:

LinkedIn

Twitter

Uncrowd

Richard's books:

Friction/Reward: Be your customer's first choice

Smart Retail: Winning Ideas and Strategies from the Most Successful Retailers in the World

Forest Richter is a Milwaukee based entrepreneur with a passion for improving diversity and equity in the startup ecosystem. Forest is the Co-Founder and CEO of Uncrowd.io, a software platform efficiently connecting investors with underrepresented startup founders. Additionally, he oversees the innovation-focused consulting firm, Fresh Coast Labs, and is an equity partner in multiple other startups. Forest works to make entrepreneurship attainable for everyone, regardless of their background.

Find out Uncrowd here: https://uncrowd.io/

Find out about me here: https://www.ishusingh.com/

My Youtube channel: https://www.youtube.com/channel/UCz6MZBIYofug6MHg-GItG8w?view_as=subscriber

Transcript

Uncrowd’s Friction/Reward Index, or FRi, platform answers retail's most fundamental question, “Why do customers choose retailer x over retailer y?” It then shows exactly how to win in more shopper missions, identify safe cost reductions, and optimize operations.

The Friction/Reward index is fundamentally about showing when and why a customer will prefer you to a rival. In the era of total and easy access to competing choices, knowing where you stand among those choices is your number one priority.

• Uncrowd online
• Uncrowd's offer on the Azure Marketplace

Guests

Richard Hammond

Richard is the Uncrowd’s CEO and the leading global expert on friction versus reward. He is the author of both Friction/Reward and Smart Retail.

Richard on LinkedIn
Uncrowd on LinkedIn