Bob’s Discount Furniture’s Bill Barton on Leveraging Technology to Create True Omnichannel Experiences

On today’s episode of The Retail Experience Show, Bobby speaks with Bill Barton, President and CEO at Bob's Discount Furniture, a furniture store chain. They discuss how Bob's Discount Furniture creates omnichannel experiences for their customers, as well as how they’re leveraging technology like tablets and 3D room simulation apps to improve customer service and the customer journey. They also talk about how the best way retail leaders can scale their business and set themselves up for success is by knowing their customers, knowing their value proposition, and building a great team.

 

Topics discussed:

 

• How Bob's Discount Furniture was the "original disruptor" in the furniture industry, and how they've grown to 170 locations across 24 states.
• How Bob's is creating omnichannel experiences for their customers, especially through shopping carts that can be accessed online and in-store.
• How Bob's creates consistency across their locations, how they maintain their values and culture, and why succession planning is a key strategy.
• How supply chain challenges prompted investment in a tablet that allows for real-time updates for in-store customers.
• How Bob's is leveraging augmented reality technology through a 3D Room Designer application that customers can use in a location.
• Advice for retail leaders who want to scale their business, focused around knowing your customers and your value proposition, and why building a great team is key.
• Why the future of retail will be found in better understanding and facilitating the customer journey.