Looped In
Looped In
Podcast Description
The podcast where leaders in retail, CRM, and personalization share how they’re re-engaging customers across channels — and building more love and value in a challenging macro environment.
Hosted by omnichannel strategist Ines Clark, each episode explores the tactics, tech, and thinking behind today’s most effective customer journeys — from abandoned baskets to loyalty loops.
https://www.getmartyai.com/looped-in-podcast
Podcast Insights
Content Themes
The podcast focuses on retail dynamics, customer relationship management, and digital personalization with episodes exploring topics like in-store vs. digital engagement, effective loyalty strategies, and the evolving role of brick-and-mortar stores in data collection. Notable episodes include discussions on connecting brand equity to customer conversion and the intersections of creativity and data in luxury marketing.
The podcast where leaders in retail, CRM, and personalization share how they’re re-engaging customers across channels — and building more love and value in a challenging macro environment.
Hosted by omnichannel strategist Ines Clark, each episode explores the tactics, tech, and thinking behind today’s most effective customer journeys — from abandoned baskets to loyalty loops.
https://www.getmartyai.com/looped-in-podcast
In this episode of Looped In: The Retail Re-Engagement Podcast, Ines sits down with Claire Hugill (Atelier Consultancy; ex-Harrods, Alexander McQueen, Bottega Veneta, and Global Sales Director of Private Client at Farfetch) — a luxury retail leader with a true 360° view of stores, service, and high-touch sales.
Claire shares what she learned scaling VIC programs where ~1% of customers can drive ~30% of sales, why mid-tier customers are the most overlooked growth engine, and how to turn clienteling insights into organization-wide action.
We dive into:
- VIC vs. mid-tier reality: nurturing tomorrow’s top clients and reducing over-reliance on the elite 1%.
- Voice of the Customer that travels: bringing stylist insights from WhatsApp and shop floors into merchandising, product, and board-level decisions.
- Close the data loop: unifying e-com, store, and social signals for a single customer view — in real time, not “last week’s report.”
- Enable the front line: “spoon-fed” customer context and product cues that fit the cadence of an associate’s live conversation.
- Personalization beyond demographics: cohorting by lifestyle and intent, not just look-alikes.
- Community as loyalty’s engine: how pop-ups, collabs, and small, genuine touches create retention at scale.
- KPIs and incentives that help (not hinder): aligning attribution, BOPIS/BORIS, and save-the-sale with how customers actually shop.
- Risks for 2025: pipeline fragility, trend-chasing new demographics without a strategy, and treating “data” as a project instead of a practice.
If you’re rethinking clienteling, building a mid-tier growth plan, or trying to make store and digital finally work as one, this conversation is a practical playbook from someone who’s lived it across department stores, mono-brand luxury, and global marketplaces.
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