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Podcast: Future Commerce
Episode: [STEP BY STEP] Beyond the Store Floor: Designing Omnichannel Loyalty from the Inside Out
Description: In luxury resale, customer relationships can span decades as buyers become sellers and vice versa. Geronimo Chala, Chief Client Officer at Rebag, explains how the brand has evolved from a simple buyout model into a comprehensive lifestyle platform that prioritizes community over transactions. From developing membership models that grow customer funds by 27% annually to creating experiences where customers connect with each other rather than just the brand, Rebag's approach demonstrates the future of loyalty in an omnichannel world.Curating the Re-Sale LifecycleKey takeaways:Community over transactions: Rebag shifted from viewing customers as individual...