How Retailers Can Use Data to Improve Customer Experience

If you've enjoyed this episode, don't forget to subscribe to The Business of Fashion podcast to never miss an episode. In retail, data can be a powerful tool to help brands understand their customers and how they engage with products. But just as retail itself has changed dramatically over the past few years, so have a retailer’s most important metrics of success — it’s no longer just about sales. As highlighted in the BoF Professional Summit: What’s a Store For?, it’s not sufficient for retailers to solely measure variables related to purchase — such as sales per square foot, or average footfall. But while there is no shortage of data that retailers can capture (and hundreds of ways to do it), not all data is worth paying attention to. Knowing what data is worth paying attention to can be tricky. “Simply because you can measure something, doesn’t necessarily mean that you should or it doesn’t necessarily make it important,” said Doug Stephens, retail futurist and BoF columnist. This week on the BoF Podcast, Stephens is joined by Brittany Hicks and Jessica Couch of Fayetteville Road, a consulting firm which helps retailers understand niche markets and women of colour, as well as Alexei Agratchev, co-founder and chief executive of in-store analytics firm RetailNext to discuss how retailers should be using retail data. Retailers have access to an overwhelming amount of information: what percentage of passersby enter a store, how much time those visitors spend inside, what m