Latest / Omni Talk Retail / How B&H Photo Builds Loyalty Through Radical Service | CommerceNext 2025 with Jeff Gerstel

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How B&H Photo Builds Loyalty Through Radical Service | CommerceNext 2025 with Jeff Gerstel · Omni Talk Retail

• 0:00
  Hello
• 0:00
  everyone.
• 0:01
  Welcome
• 0:02
  back.
• 0:02
  We
• 0:02
  are
• 0:03
  live
• 0:03
  again
• 0:04
  from
• 0:04
  the
• 0:04
  Commerce
• 0:05
  Next
• 0:05
  Growth
• 0:06
  show
• 0:06
  here
• 0:06
  in
• 0:07
  New
• 0:07
  York.
• 0:07
  This
• 0:07
  is
• 0:08
  omnitalk
• 0:08
  Retail.
• 0:09
  I'm
• 0:09
  Anne
• 0:09
  Mazinga.
• 0:10
  And
• 0:10
  I'm
• 0:10
  Chris
• 0:10
  Walton.
• 0:11
  And
• 0:11
  we
• 0:12
  are
• 0:12
  joined
• 0:12
  by
• 0:13
  a
• 0:13
  fantastic
• 0:13
  guest
• 0:14
  today
• 0:14
  who
• 0:14
  we'll
• 0:14
  introduce
• 0:15
  in
• 0:15
  just
• 0:15
  a
• 0:15
  moment.
• 0:16
  But
• 0:17
  before
• 0:17
  we
• 0:17
  do,
• 0:17
  we
• 0:17
  want
• 0:18
  to
• 0:18
  give
• 0:18
  a
• 0:18
  big
• 0:18
  thank
• 0:19
  you
• 0:19
  to
• 0:19
  the
• 0:19
  team
• 0:19
  at
• 0:20
  Gray
• 0:20
  Orange
• 0:21
  for
• 0:21
  making
• 0:22
  all
• 0:22
  of
• 0:22
  our
• 0:22
  coverage
• 0:23
  from
• 0:23
  the
• 0:24
  Commerce
• 0:24
  Next
• 0:24
  Growth
• 0:24
  show
• 0:25
  possible.
• 0:25
  For
• 0:26
  you
• 0:26
  all
• 0:27
  at
• 0:27
  home
• 0:27
  watching
• 0:28
  the
• 0:28
  G
• 0:28
  Store
• 0:29
  platform
• 0:29
  from
• 0:30
  Gray
• 0:30
  Orange
• 0:30
  helps
• 0:30
  retailers
• 0:31
  like
• 0:31
  H
• 0:31
  and
• 0:32
  M
• 0:32
  achieve
• 0:32
  real
• 0:32
  time
• 0:33
  inventory
• 0:33
  visibility.
• 0:34
  Providing
• 0:34
  H
• 0:34
  and
• 0:34
  M
• 0:35
  with
• 0:35
  the
• 0:35
  same
• 0:35
  inventory
• 0:36
  data
• 0:36
  in
• 0:36
  store
• 0:37
  as
• 0:37
  they
• 0:37
  have
• 0:37
  online.
• 0:38
  If
• 0:38
  you
• 0:39
  are
• 0:39
  here
• 0:39
  in
• 0:39
  the
• 0:40
  city,
• 0:40
  you're
• 0:40
  at
• 0:40
  Commerce
• 0:41
  Next,
• 0:41
  go
• 0:41
  swing
• 0:42
  by
• 0:42
  their
• 0:42
  Soho
• 0:43
  store
• 0:43
  where
• 0:44
  you
• 0:44
  the
• 0:44
  H&M
• 0:45
  Soho
• 0:45
  store
• 0:45
  where
• 0:45
  you
• 0:45
  can
• 0:46
  see
• 0:46
  the
• 0:46
  G
• 0:46
  Store
• 0:47
  platform
• 0:47
  live.
• 0:48
  And
• 0:48
  if
• 0:48
  you
• 0:49
  are
• 0:49
  at
• 0:49
  home
• 0:49
  watching,
• 0:50
  you
• 0:50
  could
• 0:50
  go
• 0:50
  see
• 0:51
  a
• 0:51
  tour
• 0:51
  of
• 0:51
  that
• 0:51
  store
• 0:52
  on
• 0:53
  our
• 0:53
  OmniTok
• 0:53
  retail
• 0:54
  YouTube
• 0:54
  channel.
• 0:56
  Joining
• 0:56
  us
• 0:56
  now
• 0:57
  though
• 0:57
  is
• 0:58
  Jeffrey
• 0:59
  Gerstel,
• 0:59
  the
• 0:59
  CMO
• 1:00
  of
• 1:00
  B
• 1:01
  and
• 1:01
  H
• 1:01
  Photo
• 1:02
  and
• 1:02
  video.
• 1:03
  I
• 1:03
  threw
• 1:03
  the
• 1:03
  video
• 1:04
  in
• 1:04
  there.
• 1:04
  That's
• 1:04
  okay.
• 1:06
  Yeah,
• 1:07
  like
• 1:07
  video
• 1:08
  is
• 1:08
  still
• 1:08
  very
• 1:08
  important.
• 1:08
  Part
• 1:09
  of
• 1:09
  the
• 1:09
  huge
• 1:09
  part.
• 1:10
  Yes,
• 1:10
  yes.
• 1:10
  So
• 1:11
  it
• 1:11
  has
• 1:11
  to
• 1:11
  be
• 1:11
  included.
• 1:12
  Well,
• 1:13
  look
• 1:13
  at
• 1:13
  this
• 1:13
  on
• 1:13
  video.
• 1:14
  I
• 1:14
  know,
• 1:14
  right?
• 1:14
  I
• 1:15
  know.
• 1:15
  So
• 1:15
  we're
• 1:15
  really
• 1:15
  excited
• 1:15
  to
• 1:15
  have
• 1:16
  you.
• 1:16
  I
• 1:16
  was
• 1:16
  going
• 1:16
  online
• 1:16
  checking
• 1:17
  out
• 1:17
  the
• 1:17
  store
• 1:17
  because
• 1:17
  I've
• 1:17
  never,
• 1:18
  I've
• 1:18
  never
• 1:18
  actually
• 1:18
  been
• 1:18
  in
• 1:18
  it,
• 1:19
  but
• 1:19
  I
• 1:19
  was
• 1:19
  looking
• 1:19
  at
• 1:19
  it.
• 1:19
  It's
• 1:19
  massive.
• 1:20
  It's
• 1:20
  really
• 1:20
  big,
• 1:21
  really
• 1:21
  big
• 1:21
  operation.
• 1:22
  But
• 1:23
  for
• 1:23
  those
• 1:23
  of
• 1:23
  us
• 1:23
  that
• 1:24
  are
• 1:24
  like
• 1:24
  us
• 1:24
  from
• 1:25
  Minnesota
• 1:25
  that
• 1:25
  maybe
• 1:25
  have
• 1:26
  never
• 1:26
  been
• 1:26
  in
• 1:26
  the
• 1:26
  store.
• 1:27
  Tell
• 1:27
  us
• 1:27
  about
• 1:28
  it.
• 1:28
  What
• 1:28
  is
• 1:28
  it?
• 1:28
  What,
• 1:29
  what
• 1:29
  is
• 1:29
  it
• 1:29
  all
• 1:29
  about?
• 1:29
  Tell
• 1:29
  us
• 1:30
  about
• 1:30
  the
• 1:30
  brand.
• 1:31
  So
• 1:31
  B
• 1:31
  and
• 1:31
  H
• 1:31
  started
• 1:32
  52
• 1:32
  years
• 1:33
  ago
• 1:33
  and
• 1:34
  since
• 1:34
  then
• 1:34
  our
• 1:34
  whole
• 1:35
  business
• 1:35
  has
• 1:35
  been
• 1:35
  taking
• 1:36
  care
• 1:36
  of
• 1:37
  professional,
• 1:38
  professional
• 1:39
  photographers,
• 1:39
  videographers,
• 1:41
  audio
• 1:41
  people,
• 1:42
  basically
• 1:42
  anyone
• 1:43
  in
• 1:43
  the
• 1:43
  creative
• 1:43
  field.
• 1:44
  And
• 1:44
  what
• 1:44
  makes
• 1:45
  us
• 1:45
  different
• 1:45
  is
• 1:46
  kind
• 1:47
  of
• 1:47
  an
• 1:47
  old
• 1:47
  school,
• 1:47
  hands
• 1:48
  on,
• 1:48
  high
• 1:48
  touch
• 1:49
  approach.
• 1:50
  So
• 1:50
  we
• 1:51
  sell
• 1:51
  a
• 1:51
  lot
• 1:51
  of
• 1:51
  very
• 1:52
  complicated
• 1:52
  gear
• 1:53
  and
• 1:54
  our
• 1:54
  approach
• 1:54
  is
• 1:54
  to
• 1:55
  be
• 1:56
  a
• 1:56
  place
• 1:56
  that
• 1:56
  people
• 1:57
  can
• 1:57
  come
• 1:57
  to
• 1:57
  get
• 1:57
  advice,
• 1:58
  solutions,
• 1:59
  troubleshoot,
• 2:00
  and
• 2:01
  basically
• 2:02
  get
• 2:02
  a
• 2:02
  service
• 2:02
  that
• 2:03
  doesn't
• 2:03
  exist
• 2:03
  anymore
• 2:04
  or
• 2:04
  doesn't
• 2:05
  exist
• 2:05
  anywhere
• 2:05
  else
• 2:06
  anymore,
• 2:06
  I
• 2:06
  should
• 2:06
  say.
• 2:07
  Right,
• 2:07
  right.
• 2:07
  No,
• 2:07
  it
• 2:08
  still
• 2:08
  exists
• 2:08
  with
• 2:08
  us
• 2:09
  for
• 2:09
  sure.
• 2:09
  So
• 2:09
  tell
• 2:09
  us
• 2:09
  about
• 2:10
  your
• 2:10
  role
• 2:10
  too.
• 2:10
  So
• 2:10
  what
• 2:11
  all
• 2:11
  do
• 2:11
  you
• 2:11
  oversee?
• 2:12
  What
• 2:12
  are
• 2:12
  you
• 2:12
  in
• 2:12
  charge
• 2:13
  of?
• 2:13
  How
• 2:13
  do
• 2:13
  you,
• 2:13
  what's
• 2:14
  your
• 2:14
  day
• 2:14
  to
• 2:14
  day
• 2:14
  look
• 2:15
  like?
• 2:15
  Well,
• 2:15
  we're
• 2:16
  kind
• 2:16
  of
• 2:16
  like
• 2:16
  a
• 2:17
  really
• 2:17
  big
• 2:17
  mom
• 2:17
  and
• 2:17
  pop
• 2:18
  company.
• 2:18
  So
• 2:18
  a
• 2:18
  little
• 2:18
  of
• 2:19
  this,
• 2:19
  a
• 2:19
  little
• 2:19
  that.
• 2:19
  But.
• 2:20
  So
• 2:20
  I'll
• 2:21
  oversee
• 2:21
  the
• 2:21
  advertising,
• 2:22
  marketing,
• 2:23
  sales,
• 2:23
  car,
• 2:24
  customer
• 2:24
  service
• 2:26
  and
• 2:26
  customer
• 2:27
  insights.
• 2:27
  That's
• 2:28
  most
• 2:28
  of
• 2:28
  it
• 2:28
  social
• 2:29
  media
• 2:30
  and
• 2:30
  then
• 2:30
  whatever
• 2:30
  else
• 2:31
  comes
• 2:31
  up
• 2:31
  on
• 2:32
  any
• 2:32
  given
• 2:32
  day.
• 2:33
  And
• 2:33
  where
• 2:33
  are
• 2:33
  your
• 2:33
  customers?
• 2:34
  I
• 2:34
  mean,
• 2:34
  what
• 2:34
  are
• 2:34
  those
• 2:35
  channels
• 2:35
  that
• 2:35
  are
• 2:36
  really
• 2:37
  at
• 2:37
  the
• 2:37
  forefront
• 2:38
  of
• 2:38
  where
• 2:38
  your
• 2:38
  consumers
• 2:39
  are?
• 2:39
  Yeah,
• 2:39
  I
• 2:39
  think
• 2:40
  last
• 2:40
  year
• 2:40
  we
• 2:40
  sold
• 2:41
  to
• 2:41
  customers
• 2:42
  in
• 2:42
  196
• 2:43
  countries.
• 2:43
  Wow.
• 2:43
  So
• 2:44
  it's
• 2:44
  all
• 2:44
  over
• 2:44
  the
• 2:44
  world.
• 2:45
  Obviously,
• 2:45
  the
• 2:45
  United
• 2:46
  States
• 2:46
  is
• 2:46
  the
• 2:46
  biggest
• 2:47
  market
• 2:48
  and
• 2:48
  pretty
• 2:49
  much
• 2:49
  all
• 2:49
  across
• 2:49
  the
• 2:49
  country.
• 2:50
  And
• 2:50
  what
• 2:51
  about
• 2:51
  the
• 2:51
  marketing
• 2:52
  tactics
• 2:52
  that
• 2:52
  you're
• 2:53
  seeing?
• 2:53
  Like,
• 2:53
  where
• 2:53
  are
• 2:54
  the
• 2:54
  marketing
• 2:54
  channels?
• 2:55
  Like,
• 2:55
  where
• 2:56
  are
• 2:56
  your
• 2:56
  customers
• 2:57
  coming
• 2:57
  to
• 2:57
  you
• 2:57
  from?
• 2:58
  You
• 2:58
  have
• 2:58
  a
• 2:58
  big,
• 2:59
  like,
• 2:59
  the
• 2:59
  store
• 2:59
  and
• 2:59
  the
• 2:59
  service
• 3:00
  element
• 3:00
  is
• 3:00
  a
• 3:00
  really
• 3:01
  big
• 3:01
  deal.
• 3:01
  Yeah,
• 3:01
  I
• 3:01
  mean,
• 3:01
  we
• 3:02
  have
• 3:02
  one
• 3:02
  store,
• 3:03
  so
• 3:03
  there's
• 3:03
  this
• 3:03
  one
• 3:04
  store.
• 3:04
  Most
• 3:04
  of
• 3:04
  the
• 3:04
  businesses
• 3:05
  online,
• 3:06
  whether
• 3:06
  B2B
• 3:07
  or
• 3:07
  B2C,
• 3:08
  is
• 3:08
  it
• 3:08
  right?
• 3:08
  And,
• 3:08
  you
• 3:09
  know,
• 3:09
  it's
• 3:09
  a
• 3:09
  huge
• 3:09
  amount
• 3:10
  of
• 3:10
  repeat
• 3:10
  customers.
• 3:11
  So
• 3:11
  a
• 3:11
  lot
• 3:11
  of
• 3:11
  it
• 3:11
  is
• 3:12
  happy
• 3:13
  customers.
• 3:14
  And
• 3:14
  we're
• 3:14
  all
• 3:15
  about
• 3:15
  making
• 3:16
  sure
• 3:16
  every
• 3:16
  transaction
• 3:17
  goes
• 3:17
  well.
• 3:18
  So
• 3:18
  it's
• 3:18
  literally
• 3:19
  a
• 3:19
  customer
• 3:19
  by
• 3:20
  customer
• 3:20
  approach.
• 3:21
  And
• 3:21
  our
• 3:22
  marketing
• 3:23
  magic
• 3:24
  is
• 3:25
  if
• 3:25
  you
• 3:25
  treat
• 3:25
  people
• 3:26
  right,
• 3:26
  they'll
• 3:26
  probably
• 3:27
  come
• 3:27
  back
• 3:28
  and
• 3:28
  go
• 3:29
  ahead.
• 3:29
  Chris.
• 3:29
  Oh,
• 3:29
  I
• 3:29
  was
• 3:29
  gonna
• 3:30
  say.
• 3:30
  And
• 3:30
  it's
• 3:30
  not
• 3:31
  even
• 3:31
  just
• 3:31
  like
• 3:31
  e
• 3:31
  commerce
• 3:32
  traditionally.
• 3:32
  Like,
• 3:32
  I
• 3:32
  was
• 3:32
  looking
• 3:33
  online
• 3:33
  yesterday.
• 3:33
  I
• 3:33
  saw
• 3:33
  some
• 3:34
  YouTube
• 3:34
  videos.
• 3:34
  You
• 3:34
  have,
• 3:34
  like,
• 3:35
  live
• 3:35
  help
• 3:35
  commerce
• 3:36
  too,
• 3:36
  via
• 3:37
  your
• 3:37
  Internet
• 3:38
  portal,
• 3:38
  right?
• 3:38
  Yeah,
• 3:39
  our
• 3:39
  YouTube
• 3:40
  channel's
• 3:40
  been
• 3:40
  pretty
• 3:40
  good.
• 3:40
  We're
• 3:41
  at
• 3:41
  991,000
• 3:42
  subscribers,
• 3:43
  so
• 3:43
  maybe
• 3:43
  you
• 3:44
  can
• 3:44
  help
• 3:44
  subscribe.
• 3:45
  We
• 3:45
  have
• 3:45
  that
• 3:45
  big
• 3:46
  thing
• 3:47
  we're
• 3:47
  hoping
• 3:47
  to
• 3:47
  hit,
• 3:48
  but
• 3:49
  there's
• 3:49
  a
• 3:49
  lot
• 3:49
  of
• 3:49
  opportunities.
• 3:50
  People
• 3:50
  can
• 3:50
  engage
• 3:51
  with
• 3:51
  video
• 3:52
  chat.
• 3:52
  So
• 3:53
  you
• 3:53
  can
• 3:53
  literally
• 3:53
  go
• 3:53
  in
• 3:53
  your
• 3:54
  computer,
• 3:54
  computer
• 3:54
  from
• 3:54
  anywhere
• 3:55
  in
• 3:55
  the
• 3:55
  world,
• 3:55
  connect
• 3:56
  with
• 3:56
  one
• 3:56
  of
• 3:56
  our
• 3:56
  experts
• 3:57
  to
• 3:57
  go
• 3:57
  through
• 3:58
  your
• 3:59
  questions,
• 3:59
  your
• 3:59
  issues.
• 4:00
  And
• 4:00
  there's
• 4:01
  never
• 4:01
  a
• 4:01
  purchase
• 4:02
  required,
• 4:02
  so
• 4:03
  it's
• 4:03
  all
• 4:03
  free.
• 4:04
  And
• 4:04
  our
• 4:04
  feeling
• 4:05
  is
• 4:05
  if
• 4:05
  we
• 4:05
  give
• 4:06
  you
• 4:06
  better
• 4:06
  service
• 4:06
  than
• 4:07
  you
• 4:07
  can
• 4:07
  find
• 4:07
  anywhere
• 4:08
  else,
• 4:08
  there's
• 4:09
  a
• 4:09
  good
• 4:09
  chance
• 4:09
  you'll
• 4:09
  come
• 4:09
  back.
• 4:10
  And
• 4:10
  so
• 4:10
  far,
• 4:11
  it's
• 4:11
  worked.
• 4:11
  It
• 4:11
  convinced
• 4:12
  me.
• 4:12
  Watching
• 4:12
  it,
• 4:13
  I
• 4:13
  was
• 4:13
  like,
• 4:13
  okay,
• 4:13
  yeah,
• 4:14
  maybe
• 4:14
  they
• 4:14
  could
• 4:14
  help
• 4:14
  us
• 4:14
  out
• 4:14
  with
• 4:15
  some
• 4:15
  of
• 4:15
  our
• 4:16
  tech
• 4:16
  needs.
• 4:16
  Give
• 4:17
  it
• 4:17
  a
• 4:17
  try.
• 4:17
  It
• 4:17
  could
• 4:17
  be
• 4:18
  round
• 4:18
  two.
• 4:19
  How
• 4:19
  did
• 4:19
  we
• 4:19
  do?
• 4:20
  Well,
• 4:20
  I'm
• 4:21
  curious,
• 4:21
  Jeff,
• 4:21
  what
• 4:22
  you're
• 4:22
  going
• 4:22
  to
• 4:22
  be
• 4:22
  talking
• 4:22
  about
• 4:23
  on
• 4:23
  stage
• 4:23
  in
• 4:23
  a
• 4:23
  little
• 4:24
  bit
• 4:24
  today
• 4:24
  and
• 4:24
  how
• 4:25
  much
• 4:25
  of
• 4:25
  what
• 4:25
  you
• 4:25
  just
• 4:26
  talked
• 4:26
  about,
• 4:27
  really
• 4:27
  focusing
• 4:28
  on
• 4:28
  that
• 4:28
  experience
• 4:29
  part
• 4:29
  and
• 4:29
  service
• 4:30
  part
• 4:30
  of
• 4:30
  the
• 4:31
  business
• 4:31
  that
• 4:31
  you'll
• 4:32
  share
• 4:32
  today?
• 4:32
  Yeah,
• 4:33
  I
• 4:33
  think
• 4:34
  it's
• 4:35
  a
• 4:35
  panel
• 4:35
  later
• 4:35
  on
• 4:35
  about
• 4:36
  loyalty
• 4:36
  and
• 4:36
  building
• 4:37
  loyalty.
• 4:38
  And
• 4:38
  for
• 4:38
  us,
• 4:39
  it's
• 4:39
  all
• 4:39
  about,
• 4:41
  I'd
• 4:41
  say,
• 4:41
  keeping
• 4:42
  promises.
• 4:42
  I
• 4:42
  think
• 4:43
  you
• 4:43
  build
• 4:43
  trust
• 4:43
  by
• 4:44
  fulfilling
• 4:44
  your
• 4:44
  promises.
• 4:46
  So
• 4:46
  if
• 4:46
  you
• 4:46
  place
• 4:47
  an
• 4:47
  order,
• 4:47
  we
• 4:47
  say
• 4:47
  we're
• 4:48
  going
• 4:48
  to
• 4:48
  ship
• 4:48
  it
• 4:48
  tomorrow.
• 4:50
  We're
• 4:50
  going
• 4:50
  to
• 4:50
  ship
• 4:50
  it
• 4:50
  tomorrow.
• 4:51
  And
• 4:51
  if
• 4:51
  we
• 4:51
  don't,
• 4:52
  we're
• 4:52
  going
• 4:52
  to
• 4:52
  tell
• 4:52
  you
• 4:53
  we
• 4:53
  didn't,
• 4:54
  so
• 4:54
  you're
• 4:54
  not
• 4:54
  surprised.
• 4:55
  And
• 4:55
  literally
• 4:56
  what
• 4:56
  we
• 4:56
  find
• 4:57
  is,
• 4:57
  if
• 4:58
  we
• 4:58
  do
• 4:58
  what
• 4:58
  this
• 4:59
  is
• 4:59
  a
• 4:59
  revolutionary
• 5:00
  concept.
• 5:00
  If
• 5:00
  we
• 5:01
  do
• 5:01
  what
• 5:01
  we
• 5:01
  say
• 5:01
  we'll
• 5:02
  do,
• 5:02
  people
• 5:02
  kind
• 5:02
  of
• 5:03
  appreciate
• 5:03
  that.
• 5:03
  They
• 5:03
  don't
• 5:04
  expect
• 5:04
  that
• 5:04
  anymore.
• 5:05
  So
• 5:05
  that's
• 5:05
  what
• 5:06
  we've
• 5:06
  done.
• 5:06
  Literally,
• 5:06
  the
• 5:07
  whole
• 5:07
  organization
• 5:08
  is
• 5:08
  focused
• 5:09
  on,
• 5:10
  where
• 5:10
  can
• 5:10
  we
• 5:10
  do
• 5:10
  better?
• 5:11
  Identifying
• 5:12
  a
• 5:12
  customer
• 5:12
  at
• 5:12
  a
• 5:13
  time,
• 5:14
  where
• 5:14
  did
• 5:14
  we
• 5:15
  miss
• 5:15
  and
• 5:15
  how
• 5:15
  do
• 5:15
  we
• 5:15
  fix
• 5:16
  it?
• 5:16
  Like,
• 5:16
  last
• 5:16
  month,
• 5:17
  we
• 5:17
  shipped
• 5:18
  99.8%
• 5:20
  of
• 5:20
  our
• 5:20
  orders
• 5:21
  on
• 5:21
  time
• 5:21
  or
• 5:22
  early.
• 5:22
  Oh,
• 5:23
  wow.
• 5:23
  Which,
• 5:23
  you
• 5:24
  know,
• 5:24
  you
• 5:24
  say,
• 5:24
  oh,
• 5:24
  wow,
• 5:25
  but
• 5:25
  I
• 5:25
  hear
• 5:25
  0.2
• 5:26
  didn't.
• 5:27
  So
• 5:27
  I
• 5:28
  don't
• 5:28
  know.
• 5:28
  You
• 5:28
  know,
• 5:28
  forget
• 5:29
  about
• 5:29
  the
• 5:29
  exact
• 5:29
  number.
• 5:30
  But
• 5:30
  that's
• 5:30
  around
• 5:30
  a
• 5:30
  thousand
• 5:30
  people
• 5:31
  who
• 5:31
  didn't
• 5:32
  get
• 5:32
  their
• 5:32
  order
• 5:32
  on
• 5:32
  time.
• 5:33
  So
• 5:33
  those
• 5:34
  people
• 5:34
  don't
• 5:34
  think
• 5:34
  that's
• 5:35
  great.
• 5:35
  And
• 5:36
  our
• 5:36
  approach
• 5:36
  is,
• 5:36
  how
• 5:37
  do
• 5:37
  we
• 5:37
  make
• 5:37
  that
• 5:37
  better?
• 5:38
  How
• 5:38
  do
• 5:38
  we
• 5:38
  get
• 5:39
  to
• 5:39
  100%?
• 5:40
  And
• 5:40
  literally,
• 5:41
  we
• 5:41
  drive
• 5:41
  ourselves
• 5:42
  in
• 5:42
  that
• 5:42
  direction.
• 5:43
  And
• 5:43
  our
• 5:43
  feeling
• 5:43
  is,
• 5:44
  if
• 5:44
  we
• 5:44
  do
• 5:44
  that,
• 5:45
  that
• 5:45
  creates
• 5:45
  loyalty.
• 5:46
  It's
• 5:46
  not
• 5:46
  about
• 5:47
  points
• 5:47
  and
• 5:47
  gimmicks
• 5:49
  and
• 5:50
  the
• 5:50
  idea
• 5:50
  of
• 5:50
  the
• 5:51
  day.
• 5:51
  It's
• 5:51
  about
• 5:52
  fulfilling
• 5:52
  your
• 5:53
  promises
• 5:53
  consistently,
• 5:55
  day
• 5:55
  to
• 5:55
  day,
• 5:55
  week
• 5:56
  to
• 5:56
  week,
• 5:56
  year
• 5:56
  to
• 5:56
  year,
• 5:56
  and
• 5:57
  building
• 5:57
  that
• 5:57
  trust
• 5:58
  across
• 5:58
  your
• 5:58
  customer
• 5:59
  base
• 5:59
  every
• 5:59
  day.
• 5:59
  How
• 6:00
  do
• 6:00
  you
• 6:00
  think
• 6:00
  about
• 6:00
  those
• 6:00
  thousand
• 6:01
  customers?
• 6:01
  Do
• 6:01
  you
• 6:01
  do
• 6:01
  anything
• 6:02
  special
• 6:02
  for
• 6:02
  them
• 6:03
  on
• 6:03
  the
• 6:03
  back
• 6:03
  end?
• 6:04
  Or,
• 6:04
  like,
• 6:05
  how
• 6:05
  do
• 6:05
  you
• 6:05
  think
• 6:05
  about
• 6:05
  that?
• 6:06
  I
• 6:06
  think
• 6:06
  think
• 6:06
  is
• 6:06
  the
• 6:07
  wrong
• 6:07
  word.
• 6:07
  Like,
• 6:07
  obsess
• 6:08
  might
• 6:08
  be
• 6:08
  better.
• 6:08
  Obsess.
• 6:09
  Okay,
• 6:09
  I
• 6:09
  like
• 6:09
  that.
• 6:10
  We're
• 6:10
  constantly
• 6:11
  trying
• 6:11
  to
• 6:11
  figure
• 6:11
  out
• 6:11
  why,
• 6:12
  what
• 6:12
  happened,
• 6:13
  why
• 6:13
  did
• 6:13
  we
• 6:13
  miss?
• 6:14
  And,
• 6:14
  you
• 6:14
  know,
• 6:15
  sometimes
• 6:15
  it's
• 6:15
  as
• 6:15
  simple
• 6:16
  as
• 6:16
  something
• 6:16
  wasn't
• 6:17
  where
• 6:17
  it
• 6:17
  belonged
• 6:18
  in
• 6:18
  our
• 6:18
  warehouse.
• 6:19
  Okay,
• 6:19
  how
• 6:19
  do
• 6:19
  we
• 6:19
  fix
• 6:20
  that?
• 6:21
  You
• 6:21
  know,
• 6:21
  sometimes
• 6:22
  our
• 6:22
  delivery
• 6:23
  partners
• 6:23
  don't
• 6:24
  get
• 6:25
  it
• 6:25
  on
• 6:25
  time.
• 6:25
  How
• 6:26
  do
• 6:26
  we
• 6:26
  fix
• 6:26
  it?
• 6:26
  And
• 6:27
  unfortunately,
• 6:28
  you
• 6:28
  know,
• 6:28
  it's
• 6:29
  never
• 6:29
  going
• 6:29
  to
• 6:29
  be
• 6:29
  perfect,
• 6:30
  But
• 6:30
  a
• 6:30
  lot
• 6:30
  of
• 6:30
  it
• 6:30
  is
• 6:31
  communicating.
• 6:32
  So
• 6:32
  people
• 6:32
  know,
• 6:33
  like,
• 6:33
  I
• 6:33
  placed
• 6:34
  an
• 6:34
  order
• 6:34
  on
• 6:34
  Sunday
• 6:35
  with
• 6:35
  some
• 6:35
  other
• 6:36
  brand.
• 6:36
  I
• 6:36
  won't
• 6:36
  mention
• 6:36
  them.
• 6:37
  You
• 6:37
  know,
• 6:37
  I
• 6:37
  got
• 6:38
  an
• 6:38
  order
• 6:38
  confirmation
• 6:39
  Sunday.
• 6:39
  It
• 6:39
  said
• 6:40
  I
• 6:40
  would
• 6:40
  get
• 6:40
  the
• 6:40
  package
• 6:41
  Friday.
• 6:42
  This
• 6:42
  is
• 6:42
  Thursday,
• 6:43
  right
• 6:43
  now.
• 6:45
  Monday,
• 6:45
  Crickets,
• 6:46
  nothing.
• 6:47
  Tuesday,
• 6:47
  they
• 6:47
  actually
• 6:47
  ship
• 6:48
  the
• 6:48
  order.
• 6:48
  So
• 6:49
  I
• 6:49
  thought,
• 6:49
  why
• 6:49
  didn't
• 6:49
  you
• 6:49
  ship
• 6:50
  it
• 6:50
  on
• 6:50
  Monday?
• 6:51
  Yesterday,
• 6:52
  Wednesday,
• 6:52
  I
• 6:52
  got
• 6:52
  some
• 6:53
  email
• 6:53
  about
• 6:54
  your
• 6:54
  purchase,
• 6:55
  has
• 6:55
  new
• 6:56
  friends.
• 6:56
  So
• 6:56
  they're
• 6:57
  trying
• 6:57
  to
• 6:57
  tell
• 6:57
  me
• 6:57
  about
• 6:57
  all
• 6:57
  these
• 6:58
  things
• 6:58
  I
• 6:58
  should
• 6:58
  add
• 6:58
  on
• 6:59
  in
• 7:00
  a
• 7:00
  cutesy
• 7:00
  way.
• 7:00
  And
• 7:01
  I'm
• 7:01
  like,
• 7:01
  how
• 7:01
  about
• 7:01
  shipping
• 7:01
  my
• 7:02
  package
• 7:02
  on
• 7:02
  time?
• 7:03
  And
• 7:04
  they
• 7:04
  never
• 7:04
  told
• 7:05
  me
• 7:05
  that
• 7:05
  while
• 7:05
  they
• 7:05
  promised
• 7:06
  it
• 7:06
  would
• 7:06
  come
• 7:06
  Friday,
• 7:06
  now
• 7:07
  it's
• 7:07
  supposed
• 7:07
  to
• 7:07
  come
• 7:07
  Monday.
• 7:08
  And
• 7:08
  so
• 7:09
  that's
• 7:10
  like
• 7:10
  everything.
• 7:10
  It's
• 7:10
  a
• 7:11
  big
• 7:11
  delay
• 7:11
  too
• 7:11
  when
• 7:11
  you
• 7:11
  miss
• 7:12
  that
• 7:12
  weekend.
• 7:12
  Right.
• 7:13
  It's
• 7:13
  not
• 7:13
  the
• 7:13
  end
• 7:14
  of
• 7:14
  the
• 7:14
  world.
• 7:14
  But
• 7:14
  if
• 7:14
  they
• 7:14
  told
• 7:15
  me
• 7:15
  and
• 7:15
  whatever
• 7:16
  then,
• 7:16
  then
• 7:16
  the
• 7:16
  best
• 7:17
  was
• 7:17
  I
• 7:17
  went
• 7:17
  to
• 7:17
  FedEx
• 7:17
  and
• 7:18
  looked
• 7:18
  there,
• 7:18
  says
• 7:19
  I'll
• 7:19
  get
• 7:19
  it
• 7:19
  Saturday.
• 7:20
  So.
• 7:20
  So
• 7:20
  they
• 7:20
  don't.
• 7:21
  So
• 7:21
  you
• 7:21
  have
• 7:21
  no
• 7:21
  idea.
• 7:21
  Just
• 7:22
  tell
• 7:22
  me
• 7:22
  the
• 7:22
  truth.
• 7:22
  It's
• 7:22
  a
• 7:22
  roll
• 7:23
  of
• 7:23
  the
• 7:23
  dice.
• 7:23
  It's
• 7:23
  a
• 7:23
  roll
• 7:24
  of
• 7:24
  the
• 7:24
  dice.
• 7:24
  Yeah.
• 7:24
  So
• 7:24
  it's
• 7:24
  kind
• 7:25
  of
• 7:25
  simple
• 7:25
  like
• 7:25
  that.
• 7:25
  Yeah.
• 7:26
  Right,
• 7:26
  right.
• 7:26
  Okay.
• 7:27
  So
• 7:27
  technology
• 7:28
  is
• 7:28
  becoming
• 7:28
  a
• 7:28
  key
• 7:28
  piece
• 7:29
  of
• 7:29
  the
• 7:29
  job,
• 7:29
  I'm
• 7:29
  sure
• 7:30
  for
• 7:30
  you.
• 7:30
  We
• 7:31
  talked
• 7:31
  a
• 7:31
  little
• 7:31
  bit
• 7:31
  about
• 7:31
  livestream
• 7:32
  service
• 7:33
  that
• 7:33
  you're
• 7:33
  running
• 7:33
  through
• 7:34
  your
• 7:34
  e
• 7:34
  commerce
• 7:34
  website.
• 7:35
  What
• 7:35
  other
• 7:36
  technologies
• 7:36
  are
• 7:36
  you
• 7:37
  interested
• 7:37
  in,
• 7:37
  particularly
• 7:38
  at
• 7:38
  this
• 7:38
  show
• 7:38
  or
• 7:39
  that
• 7:39
  you're
• 7:39
  looking
• 7:39
  at
• 7:39
  to
• 7:40
  improve
• 7:41
  the
• 7:42
  company
• 7:42
  and
• 7:42
  your
• 7:43
  job
• 7:43
  too?
• 7:44
  Well,
• 7:44
  you
• 7:44
  know,
• 7:44
  we're
• 7:45
  always
• 7:45
  looking
• 7:46
  for
• 7:46
  ways
• 7:47
  to
• 7:47
  improve
• 7:47
  the
• 7:47
  shopping
• 7:48
  experience
• 7:48
  for
• 7:48
  customers.
• 7:49
  So
• 7:49
  it's
• 7:50
  one
• 7:50
  thing
• 7:50
  when
• 7:50
  people
• 7:50
  come
• 7:50
  in
• 7:50
  the
• 7:51
  store
• 7:51
  and
• 7:51
  you
• 7:51
  can
• 7:51
  talk
• 7:51
  to
• 7:52
  them,
• 7:52
  it's
• 7:52
  another
• 7:53
  thing
• 7:53
  when
• 7:53
  they're
• 7:53
  on
• 7:53
  the
• 7:54
  website.
• 7:54
  So
• 7:55
  technologies
• 7:56
  that
• 7:56
  let
• 7:56
  us
• 7:58
  basically
• 7:59
  shine
• 7:59
  a
• 7:59
  light
• 7:59
  and
• 8:00
  amplify
• 8:00
  what
• 8:00
  we
• 8:00
  already
• 8:01
  do
• 8:01
  well
• 8:01
  are
• 8:01
  interesting.
• 8:03
  Technologies
• 8:03
  that
• 8:04
  help
• 8:04
  equip
• 8:05
  our
• 8:05
  agents
• 8:05
  with
• 8:06
  more
• 8:06
  information
• 8:07
  and
• 8:07
  access
• 8:08
  it
• 8:08
  quicker,
• 8:09
  are
• 8:09
  helpful.
• 8:10
  And
• 8:10
  we
• 8:10
  do
• 8:10
  a
• 8:10
  lot
• 8:11
  with
• 8:12
  post
• 8:12
  purchase
• 8:12
  satisfaction.
• 8:14
  So
• 8:14
  you
• 8:14
  know,
• 8:14
  10
• 8:15
  years
• 8:15
  ago
• 8:15
  that
• 8:15
  meant
• 8:15
  a
• 8:16
  survey.
• 8:16
  Right.
• 8:17
  Today,
• 8:18
  you
• 8:18
  know,
• 8:18
  these
• 8:18
  young
• 8:18
  people
• 8:19
  don't
• 8:19
  like
• 8:19
  to
• 8:19
  fill
• 8:19
  out
• 8:19
  surveys
• 8:20
  anymore.
• 8:21
  I
• 8:21
  don't
• 8:21
  know,
• 8:22
  old
• 8:22
  people
• 8:22
  don't
• 8:22
  either.
• 8:23
  Well,
• 8:23
  nobody
• 8:23
  likes
• 8:24
  to,
• 8:24
  so.
• 8:24
  So
• 8:24
  we're,
• 8:25
  you
• 8:25
  know,
• 8:25
  working
• 8:25
  a
• 8:25
  lot
• 8:26
  on
• 8:26
  analytics
• 8:27
  to
• 8:27
  evaluate
• 8:28
  the
• 8:28
  transactions.
• 8:29
  We're
• 8:29
  doing
• 8:29
  the
• 8:30
  interactions
• 8:31
  to
• 8:31
  see
• 8:31
  how
• 8:31
  again,
• 8:32
  how
• 8:32
  can
• 8:32
  we
• 8:32
  do
• 8:32
  them
• 8:32
  better,
• 8:33
  easier
• 8:34
  and
• 8:34
  remove
• 8:34
  obstacles
• 8:35
  for
• 8:35
  the
• 8:35
  customer.
• 8:36
  That's
• 8:37
  fantastic.
• 8:37
  And
• 8:37
  not
• 8:38
  tell
• 8:38
  them
• 8:38
  about
• 8:38
  add
• 8:39
  on
• 8:39
  items
• 8:39
  before
• 8:39
  they
• 8:40
  get
• 8:40
  their
• 8:40
  order
• 8:40
  right.
• 8:40
  Just
• 8:41
  keeping
• 8:41
  transactions
• 8:41
  transparency.
• 8:42
  Right.
• 8:42
  Is
• 8:43
  AI
• 8:43
  a
• 8:43
  big
• 8:43
  thing
• 8:43
  for
• 8:44
  you,
• 8:44
  Jeff?
• 8:44
  Are
• 8:45
  you
• 8:45
  looking
• 8:45
  at
• 8:45
  that
• 8:45
  at
• 8:45
  all
• 8:46
  like
• 8:46
  in
• 8:46
  your
• 8:46
  role
• 8:46
  for
• 8:47
  the
• 8:47
  company?
• 8:48
  I'm
• 8:48
  curious,
• 8:49
  like
• 8:49
  how
• 8:50
  does
• 8:50
  a
• 8:50
  one
• 8:51
  store
• 8:51
  operation
• 8:52
  look
• 8:52
  at
• 8:52
  AI
• 8:52
  and
• 8:53
  the
• 8:53
  dawn
• 8:53
  of
• 8:53
  AI?
• 8:54
  Well,
• 8:54
  I
• 8:55
  mean,
• 8:55
  I
• 8:55
  think,
• 8:56
  let
• 8:56
  me
• 8:56
  just
• 8:56
  clarify.
• 8:57
  The
• 8:57
  one
• 8:57
  store
• 8:57
  for
• 8:58
  us,
• 8:58
  the
• 8:58
  store
• 8:58
  is
• 8:58
  like
• 8:58
  the
• 8:59
  brand
• 9:00
  flagship,
• 9:01
  but
• 9:02
  primarily
• 9:02
  the
• 9:02
  business
• 9:03
  is
• 9:03
  online
• 9:03
  e
• 9:03
  commerce.
• 9:04
  So
• 9:05
  we're
• 9:05
  looking
• 9:05
  at
• 9:05
  AI
• 9:06
  in
• 9:06
  terms
• 9:07
  of
• 9:07
  where
• 9:08
  it
• 9:08
  can
• 9:09
  help
• 9:09
  what
• 9:09
  we're
• 9:09
  doing
• 9:10
  more
• 9:10
  effectively.
• 9:11
  There's,
• 9:11
  you
• 9:12
  know,
• 9:12
  you
• 9:12
  walk
• 9:12
  through
• 9:13
  any
• 9:13
  conference
• 9:14
  like
• 9:14
  this
• 9:15
  with
• 9:15
  a
• 9:15
  lot
• 9:15
  of
• 9:15
  technology
• 9:16
  vendors.
• 9:17
  There's
• 9:17
  a,
• 9:17
  there's
• 9:18
  a
• 9:18
  nice
• 9:18
  assortment
• 9:19
  of
• 9:19
  shiny
• 9:19
  objects.
• 9:20
  Yeah,
• 9:21
  quite
• 9:21
  a
• 9:21
  few.
• 9:22
  Hope
• 9:22
  I
• 9:22
  don't
• 9:22
  get
• 9:22
  in
• 9:22
  trouble
• 9:22
  for
• 9:23
  saying
• 9:23
  that.
• 9:23
  No.
• 9:23
  So
• 9:23
  the
• 9:24
  Question
• 9:24
  is,
• 9:24
  we
• 9:24
  would
• 9:24
  agree
• 9:24
  with
• 9:25
  you
• 9:25
  what's
• 9:25
  practical,
• 9:26
  what's
• 9:26
  proven,
• 9:27
  and,
• 9:27
  and
• 9:27
  what's
• 9:27
  the
• 9:28
  use
• 9:28
  case,
• 9:28
  and
• 9:29
  does
• 9:29
  it
• 9:29
  further
• 9:29
  what
• 9:30
  you're
• 9:30
  doing,
• 9:30
  yes
• 9:31
  or
• 9:31
  no?
• 9:31
  If
• 9:31
  it
• 9:31
  does,
• 9:32
  we're
• 9:32
  interested.
• 9:32
  If,
• 9:33
  if
• 9:33
  not,
• 9:33
  let
• 9:34
  someone
• 9:34
  else
• 9:34
  figure
• 9:35
  it
• 9:35
  out.
• 9:35
  And
• 9:35
  once
• 9:35
  they
• 9:35
  figure
• 9:36
  it
• 9:36
  out,
• 9:36
  we'll
• 9:36
  be
• 9:37
  a
• 9:37
  fast
• 9:37
  follower.
• 9:37
  Right?
• 9:38
  Well,
• 9:39
  you
• 9:39
  know,
• 9:39
  we
• 9:39
  don't
• 9:39
  need
• 9:39
  to
• 9:40
  be
• 9:40
  the
• 9:40
  tech
• 9:41
  innovator,
• 9:42
  but
• 9:42
  we
• 9:42
  want
• 9:42
  to
• 9:43
  just
• 9:43
  make
• 9:43
  good
• 9:43
  decisions
• 9:44
  and
• 9:44
  use
• 9:44
  our
• 9:45
  resources
• 9:45
  effectively.
• 9:46
  That
• 9:46
  makes
• 9:46
  sense.
• 9:46
  Yeah,
• 9:47
  that's
• 9:47
  a
• 9:47
  great
• 9:47
  approach.
• 9:48
  Jeff,
• 9:48
  I
• 9:48
  think
• 9:48
  I
• 9:49
  may
• 9:49
  know
• 9:49
  the
• 9:49
  answer
• 9:50
  to
• 9:50
  this,
• 9:50
  but
• 9:51
  what
• 9:51
  do
• 9:51
  you
• 9:51
  think
• 9:51
  it
• 9:52
  is
• 9:52
  that
• 9:52
  B
• 9:52
  and
• 9:52
  H
• 9:53
  does
• 9:54
  better
• 9:54
  than
• 9:54
  most
• 9:55
  retailers?
• 9:56
  And
• 9:56
  what
• 9:57
  advice
• 9:57
  would
• 9:57
  you
• 9:58
  have
• 9:58
  for
• 9:58
  those
• 9:59
  retailers
• 9:59
  and
• 9:59
  brands
• 10:00
  in
• 10:00
  the
• 10:00
  audience
• 10:00
  listening?
• 10:01
  You
• 10:01
  know
• 10:01
  what
• 10:01
  I'm
• 10:02
  going
• 10:02
  to
• 10:02
  say.
• 10:02
  To
• 10:02
  be,
• 10:03
  to
• 10:03
  be
• 10:04
  up
• 10:04
  to
• 10:04
  the
• 10:04
  B
• 10:04
  and
• 10:05
  H
• 10:05
  standard?
• 10:06
  Well,
• 10:07
  look,
• 10:08
  at
• 10:08
  some
• 10:08
  level,
• 10:08
  we
• 10:09
  try
• 10:09
  to
• 10:09
  do
• 10:09
  something
• 10:09
  that
• 10:10
  nobody
• 10:10
  else
• 10:10
  out
• 10:10
  there
• 10:11
  is
• 10:11
  doing
• 10:11
  with
• 10:11
  a
• 10:12
  level
• 10:12
  of
• 10:12
  service
• 10:13
  expertise
• 10:14
  and
• 10:15
  an
• 10:16
  offer
• 10:16
  to
• 10:16
  people
• 10:16
  to
• 10:17
  help
• 10:17
  them
• 10:17
  make
• 10:17
  solutions
• 10:18
  on
• 10:18
  complicated
• 10:19
  decisions.
• 10:20
  The
• 10:21
  technology
• 10:21
  we
• 10:21
  sell
• 10:22
  tends
• 10:22
  to
• 10:22
  be
• 10:22
  very
• 10:22
  complicated.
• 10:24
  People
• 10:25
  need
• 10:25
  help,
• 10:25
  and
• 10:26
  that's
• 10:26
  what
• 10:26
  we're
• 10:26
  trying
• 10:26
  to
• 10:26
  do.
• 10:27
  But
• 10:27
  I
• 10:27
  would
• 10:27
  say
• 10:28
  I
• 10:28
  would,
• 10:29
  I
• 10:29
  would
• 10:30
  kind
• 10:30
  of
• 10:30
  my
• 10:30
  advice
• 10:31
  be,
• 10:31
  look
• 10:31
  at
• 10:31
  what
• 10:31
  you're
• 10:32
  doing.
• 10:32
  Go
• 10:33
  actually
• 10:33
  to
• 10:33
  your
• 10:34
  website
• 10:34
  or
• 10:34
  your
• 10:35
  mobile
• 10:35
  site,
• 10:35
  you
• 10:35
  all
• 10:36
  have
• 10:36
  a
• 10:36
  phone,
• 10:37
  and
• 10:38
  try
• 10:38
  and
• 10:39
  buy
• 10:39
  something
• 10:39
  from
• 10:39
  yourself
• 10:40
  and
• 10:40
  see
• 10:40
  how
• 10:41
  did
• 10:41
  it
• 10:41
  go?
• 10:41
  You
• 10:42
  know,
• 10:42
  did
• 10:42
  it
• 10:42
  go
• 10:42
  well?
• 10:43
  Where
• 10:43
  were
• 10:43
  the
• 10:43
  issues?
• 10:44
  Where
• 10:44
  were
• 10:44
  the
• 10:44
  problems?
• 10:45
  And
• 10:45
  fix
• 10:45
  them.
• 10:46
  And
• 10:47
  that's
• 10:47
  what
• 10:47
  I
• 10:47
  would
• 10:48
  say
• 10:48
  more
• 10:48
  than
• 10:48
  anything
• 10:48
  else.
• 10:49
  Right.
• 10:49
  The
• 10:49
  other
• 10:50
  stuff,
• 10:50
  though,
• 10:50
  is
• 10:51
  secondary
• 10:51
  to
• 10:51
  me.
• 10:52
  If
• 10:52
  we're,
• 10:52
  if
• 10:53
  we're
• 10:53
  doing
• 10:53
  a
• 10:53
  good
• 10:53
  job
• 10:54
  executing,
• 10:56
  fulfilling
• 10:56
  those
• 10:56
  promises
• 10:57
  we
• 10:57
  make
• 10:57
  to
• 10:57
  customers,
• 10:59
  we
• 11:00
  believe
• 11:00
  at
• 11:00
  least
• 11:00
  the
• 11:00
  rest
• 11:01
  will
• 11:01
  fall
• 11:01
  into
• 11:01
  place.
• 11:01
  And
• 11:02
  it's
• 11:02
  worked
• 11:02
  for
• 11:02
  us.
• 11:02
  And
• 11:03
  I
• 11:04
  think
• 11:04
  it's
• 11:04
  an
• 11:04
  approach
• 11:04
  I'd
• 11:05
  love
• 11:05
  to
• 11:05
  see.
• 11:05
  Like
• 11:05
  this
• 11:06
  morning,
• 11:06
  I
• 11:07
  took
• 11:07
  an
• 11:07
  Uber
• 11:07
  here
• 11:08
  and
• 11:08
  now.
• 11:08
  When's
• 11:09
  the
• 11:09
  last
• 11:09
  time
• 11:09
  when
• 11:09
  you
• 11:10
  put
• 11:10
  in
• 11:10
  a
• 11:10
  thing
• 11:10
  for
• 11:11
  an
• 11:11
  Uber
• 11:11
  and
• 11:11
  it
• 11:11
  said
• 11:11
  it'll
• 11:12
  be
• 11:12
  there
• 11:12
  in
• 11:12
  two
• 11:12
  minutes?
• 11:13
  Never
• 11:13
  happens.
• 11:14
  Right.
• 11:15
  So
• 11:15
  today
• 11:15
  it
• 11:15
  actually
• 11:16
  got
• 11:16
  there
• 11:16
  in
• 11:16
  a
• 11:16
  minute
• 11:16
  for
• 11:17
  me.
• 11:17
  Yesterday
• 11:17
  too.
• 11:18
  I
• 11:19
  was
• 11:19
  like,
• 11:19
  what's
• 11:19
  going
• 11:19
  on?
• 11:20
  So
• 11:20
  they
• 11:21
  shocked
• 11:21
  me
• 11:21
  by
• 11:22
  doing
• 11:22
  what
• 11:22
  they
• 11:22
  said
• 11:22
  they
• 11:23
  would
• 11:23
  do.
• 11:23
  Right.
• 11:23
  So
• 11:24
  I'm
• 11:24
  sorry,
• 11:24
  I
• 11:24
  shouldn't
• 11:24
  have
• 11:25
  said
• 11:25
  Uber.
• 11:25
  Hopefully
• 11:25
  you'll
• 11:26
  edit
• 11:26
  that
• 11:26
  out.
• 11:26
  Oh,
• 11:26
  it's
• 11:26
  fine.
• 11:27
  No,
• 11:27
  but
• 11:27
  again,
• 11:27
  the
• 11:28
  point
• 11:28
  is,
• 11:28
  I
• 11:28
  think
• 11:28
  we've
• 11:29
  become
• 11:29
  so
• 11:30
  accustomed
• 11:31
  to
• 11:32
  underwhelming
• 11:33
  brands
• 11:34
  not
• 11:34
  delivering
• 11:36
  and
• 11:36
  that
• 11:36
  when
• 11:36
  they
• 11:36
  do,
• 11:37
  we're
• 11:37
  surprised.
• 11:38
  So
• 11:38
  just
• 11:38
  deliver.
• 11:38
  Be
• 11:39
  one
• 11:39
  of
• 11:39
  those
• 11:39
  brands
• 11:39
  that
• 11:40
  does
• 11:40
  what
• 11:40
  it
• 11:40
  says
• 11:40
  it'll
• 11:41
  do.
• 11:41
  I
• 11:41
  think
• 11:41
  it'll
• 11:42
  do
• 11:42
  magic
• 11:42
  for
• 11:42
  you.
• 11:42
  You
• 11:43
  gotta
• 11:43
  eat
• 11:43
  what
• 11:43
  you
• 11:43
  cook.
• 11:43
  Yes.
• 11:44
  Okay.
• 11:45
  Yeah,
• 11:45
  that's
• 11:45
  one
• 11:46
  way
• 11:46
  to
• 11:46
  put
• 11:46
  it.
• 11:47
  Okay.
• 11:48
  I'm
• 11:49
  not.
• 11:49
  I
• 11:49
  gotta
• 11:49
  think
• 11:49
  about
• 11:49
  that.
• 11:49
  Yeah,
• 11:50
  right.
• 11:50
  Maybe
• 11:51
  I'll
• 11:51
  use
• 11:51
  that
• 11:51
  later
• 11:51
  in
• 11:51
  the
• 11:52
  panel.
• 11:52
  Probably
• 11:52
  will.
• 11:52
  Yeah.
• 11:53
  Yes.
• 11:53
  Great
• 11:53
  advice.
• 11:54
  It's
• 11:54
  a
• 11:54
  good,
• 11:54
  good
• 11:55
  saying.
• 11:56
  Thank
• 11:56
  you
• 11:56
  so
• 11:56
  much.
• 11:57
  Jeff
• 11:57
  Gerstel,
• 11:58
  CMO
• 11:58
  of
• 11:59
  B
• 11:59
  and
• 11:59
  H
• 11:59
  Photo
• 12:00
  and
• 12:00
  Video.
• 12:01
  Thanks
• 12:01
  again
• 12:01
  to
• 12:01
  Gray
• 12:02
  Orange
• 12:02
  for
• 12:02
  making
• 12:03
  all
• 12:03
  of
• 12:03
  our
• 12:03
  coverage
• 12:04
  here
• 12:04
  at
• 12:04
  Commerce
• 12:04
  Next
• 12:05
  possible.
• 12:05
  Again,
• 12:06
  you
• 12:06
  can
• 12:06
  check
• 12:06
  out
• 12:06
  their
• 12:07
  store
• 12:07
  down
• 12:08
  the
• 12:08
  H
• 12:08
  and
• 12:08
  M
• 12:09
  store
• 12:09
  with
• 12:09
  G
• 12:10
  store
• 12:10
  enabled
• 12:11
  down
• 12:11
  at
• 12:11
  the
• 12:12
  SoHo
• 12:12
  location
• 12:13
  on
• 12:13
  591
• 12:15
  Broadway.
• 12:16
  And
• 12:16
  that.
• 12:17
  Wait,
• 12:17
  wait,
• 12:17
  wait,
• 12:17
  wait.
• 12:18
  And
• 12:18
  also
• 12:18
  go
• 12:18
  to
• 12:18
  the
• 12:18
  B
• 12:19
  H
• 12:19
  store
• 12:19
  at
• 12:20
  420
• 12:20
  Ninth
• 12:21
  Ave
• 12:21
  at
• 12:21
  34th
• 12:22
  Street.
• 12:22
  Don't
• 12:22
  forget
• 12:22
  that.
• 12:23
  Yes,
• 12:23
  there's.
• 12:24
  It's
• 12:24
  a
• 12:24
  great
• 12:24
  shop.
• 12:25
  You
• 12:25
  have
• 12:25
  to
• 12:25
  check
• 12:26
  it
• 12:26
  out
• 12:26
  if
• 12:26
  you're
• 12:26
  here
• 12:26
  in
• 12:27
  New
• 12:27
  York.
• 12:28
  And
• 12:28
  thank
• 12:29
  you
• 12:29
  all
• 12:29
  for
• 12:29
  following
• 12:30
  along
• 12:30
  as
• 12:30
  we
• 12:30
  covered
• 12:31
  here
• 12:31
  at
• 12:32
  Commerce.
• 12:32
  Next,
• 12:33
  all
• 12:33
  these
• 12:33
  interviews
• 12:34
  with
• 12:34
  all
• 12:34
  these
• 12:34
  fantastic
• 12:35
  brands.
• 12:35
  And
• 12:36
  until
• 12:36
  the
• 12:36
  next
• 12:37
  conference,
• 12:37
  Chris,
• 12:38
  be
• 12:38
  careful
• 12:38
  out
• 12:38
  there.