How to Navigate Supply Chain Challenges & Embrace Omnichannel Customer Experience for the 2021 Holiday Season
Play • 58 min

Learn more about preparing for the holidays here:

This episode is dedicated to a subject that’s top of mind for a lot of businesses right now: The 2021 holiday season. To dive into this important topic, we’re joined by expert Allison Auclair, NetSuite’s Vice President of Product Management, as well as Drew Cook, the CFO and Head of Operations for Pact, an organic and sustainable clothing company. Auclair kicks things off by reviewing some of the trends and insights we gained from the 2020 holiday season (3:09) and how that’s evolved over the past year, especially amid the labor shortage and transportation challenges (4:17). She provides advice on navigating those hurdles and preparing for increased utilization of omnichannel shopping--like buy online, pick up in store; ship from store; ship to store; returns and more (8:20). Auclair concludes with ways to optimize your ecommerce platform (12:49) and how NetSuite can help deliver an excellent omnichannel experience for your customers (16:54). Then, Cook joins us to give some real-life insight into what Pact faced during the 2020 holiday season (24:25), including production delays and a lack of inventory. He says transparent communication with customers as well as pulling back on promotions and marketing spend helped manage those obstacles (27:24). Cook then explains what Pact took from last year’s holiday season to inform their strategy this year (35:04) and the data he’s using to make informed decisions and adapt quickly amid the changing business environment, including navigating supply chain disruptions, customer acquisition costs and consumer trends (43:00). Finally, he discusses Pact’s decision to go heavily direct-to-consumer (49:49) and why ALL businesses should consider some sort of D2C strategy (53:07).

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