The Voice of Retail

Andrew Tepperman, President of Tepperman's and Matthew Dixon, WSJ best selling author and Chief Product Officer of Tethr, share insights on winning strategies for retail, customer service and loyalty

Episode Summary

On this episode we meet Andrew Tepperman, President of Tepperman’s who takes us through the long, rich history of this Ontario based furniture retailer, that draws both on its heritage and decades of experience serving customers to modern brand and format innovation to compete in a crowded category. Next, I catch up with Matthew Dixon, Chief Product and Research Officer for the Austin-based AI venture, Tethr. An accomplished business researcher and writer,  author of three Amazon and Wall Street Journal best-selling books on loyalty, sales and customer service —and is a frequent contributor to Harvard Business Review with more than 20 print and online articles to his credit.  We talk about the impact the COVID crisis has had on customer service, call centres and ultimately customer satisfaction and loyalty.

Episode Notes

Welcome to the The Voice of Retail, I’m your host Michael LeBlanc, and this podcast is brought to you in conjunction with Retail Council of Canada and This episode is brought to you by omNovos, Canada’s Retail Customer Engagement Solutions Provider. Combine all of your customer data into a single view to create real-time, personalized connections with your customers in our new contactless world. Learn more at www.realcustomerengagement.com.

On this episode we meet Andrew Tepperman, President of Tepperman’s who takes us through the long, rich history of this Ontario based furniture retailer and how they  draw  on their heritage and decades of experience serving customers to modern brand and format innovation to compete in a crowded category.

Next, I catch up with Matthew Dixon, Chief Product and Research Officer for the Austin-based AI venture, Tethr. An accomplished business researcher and writer,  author of three Amazon and Wall Street Journal best-selling books on loyalty, sales strategy and customer service, —and is a frequent contributor to Harvard Business Review with more than 20 print and online articles to his credit.  We talk about the impact the COVID crisis has had on customer service, call centres and ultimately customer satisfaction and loyalty.

But first, lets check in with Andrew from Tepperman’s

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Thanks to Andrew and Matt,for being my guests on this episode, and to omNovos for their generous sponsorship.  If you liked this podcast you can subscribe on Apple, Spotify or your favourite podcast platform, please rate and review, and be sure and recommend to a friend or colleague in the retail industry.

I’m Michael LeBlanc, Founder and President of M.E. LeBlanc and Company Inc. and you can learn more about me on www.meleblanc.co or of course on LinkedIn

Until next time, have a safe week!