Inside Crate & Barrel’s Omnichannel Strategy with President Alicia Waters

The interview also highlights Crate & Barrel’s forward-thinking omnichannel strategy. Waters describes how the brand integrates its digital and physical stores to create a unified shopping experience, allowing customers to transition smoothly between online and in-store interactions. From augmented reality (AR) tools on the app that let customers visualize products in their homes to personalized design services offered both virtually and in-store, Crate & Barrel is at the forefront of using technology to enhance customer engagement. Waters notes that the flagship store in New York’s Flatiron district exemplifies this modern approach, offering everything from monogramming services to expert-led design consultations.

In addition to discussing Crate & Barrel’s retail innovations, Waters reflects on her leadership journey and the importance of fostering diverse, performance-driven teams. With over 60% of Crate & Barrel’s leadership positions held by women, the company is a shining example of gender equity in the retail industry. As Waters prepares for her upcoming appearance at Shoptalk Fall 2024 in Chicago, she expresses excitement about being part of an event that emphasizes women’s leadership in retail. This episode offers listeners valuable insights into how Crate & Barrel is shaping the future of retail while staying true to its core values of design, sustainability, and customer-centric innovation.