Guest Connection Matters Most

Stories from the River · May 28, 2026 · 2m

Watch the full episode: https://youtu.be/vt2_dfeHjnY

In this spotlight of episode 360, Charlie Malouf continues the conversation with Derryck Hugson around the launch of the Spokane Ashley store, exploring the challenges that come with transitioning from a smaller retail environment into a 101,000-square-foot flagship store and outlet. The discussion highlights how, despite differences in terminology across organizations, the core principles of guest engagement remain the same—creating authentic connections that make guests feel welcomed and supported from the moment they walk through the…