summary

In this episode of PIMcast, Ben Adams speaks with Johan Nyberg, Chief Digital and E-commerce Officer at Elite Supplements Australia. They discuss the critical role of product data in enhancing customer experience and operational efficiency in the health and wellness retail sector. Johan shares insights on how Elite Supplements has leveraged product data as a competitive advantage, the importance of governance and quality control, and the impact of product data on franchise operations. They also explore key performance indicators (KPIs) that measure the success of product data initiatives and provide advice for retailers looking to improve their product data management.

takeaways

• Elite Supplements is a leading health and wellness retailer in Australia.
• Product data is essential for maintaining customer trust and satisfaction.
• Inconsistent product information can lead to poor customer experiences and increased returns.
• Effective product data management requires cross-functional collaboration.
• Governance and ownership of product data are crucial for quality control.
• The speed of product data updates has significantly improved with new systems.
• Bundles are a key strategy for driving average order value.
• Investing in product data infrastructure pays off in the long run.
• Franchise operations benefit from centralized product data management.
• Retailers should treat product data as a growth engine.

Chapters

00:00
Introduction to Elite Supplements and Product Data Challenges

03:45
The Importance of Product Data in Customer Experience

08:21
Managing Product Data: Governance and Team Structure

13:50
Training and Empowering Staff with Product Knowledge

16:12
Outcomes of Improved Product Data Management

18:30
Future Directions and Advice for Retailers

keywords

product data, customer experience, eCommerce, retail strategy, data governance, franchise operations, KPIs, digital transformation, Elite Supplements, health and wellness