The Power of Empathy and Authentic Leadership: A Conversation with Ron Thurston

09/19/24 • 44 min

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What if retail could be more than just a job? Join us on Retail Relates as we chat with Ron Thurston, co-founder of Ossy and best-selling author of Retail Pride, to uncover the secrets of turning a retail career into a passion-driven journey. Ron's inspiring stories, from pioneering showrooming at Bonobos to redefining field leadership at Apple, provide invaluable insights for anyone eager to learn from a true industry innovator. Discover how emotional connection, empathy, and authentic leadership can transform not just your career but the entire retail experience.
We dive into the philosophy of strengths-based leadership, stressing the importance of leveraging individual talents over correcting weaknesses. Ron sheds light on how empathy, curiosity, and focus can create effective leaders in the chaotic retail environment. We also discuss how AI is revolutionizing retail by automating mundane tasks, freeing up more time for meaningful customer interactions and team engagement. It’s all about finding joy in your work and working for companies that recognize and value your strengths.
Finally, we explore the profound impact of building authentic retail connections and the vital role of trust between frontline employees and corporate leadership. Ron's journey across the country, living in an RV and meeting proud retail workers, emphasizes the essential role retail plays in communities, especially in smaller towns. We wrap up with a fun rapid-fire segment, revealing Ron's personal favorites and celebrating the joy of a retail career. This episode is a treasure trove of wisdom and practical advice for anyone passionate about retail.
Ron's Biography:
Ron Thurston's life mission is to celebrate, elevate, and empower the people and spirit of the retail industry. His passion is evident in his over three decades of experience leading retail stores and operations for top American brands such as Gap, West Elm, Apple, Tory Burch, Bonobos, and Saint Laurent. Most recently, he served as Vice President of Stores at Intermix, where he honed an extensive skill set in retail strategy, management, and innovation.

Ron is not just a retail leader but also the bestselling author of "Retail Pride," an indispensable guide for accelerating careers in retail. With over 25 years of leadership experience with prominent fashion brands, he brings a wealth of knowledge and expertise. He is consistently recognized as one of the most influential people in the retail industry. As the host of the RETAIL IN AMERICA podcast and tour, Ron traveled across the nation in an Airstream trailer during 2022 and 2023 to uncover and highlight remarkable stories and individuals in retail. He also serves on the advisory boards of rapidly growing retail tech companies, including Ometria, Butterfly, and YOOBIC, lending his expertise to drive their success. He gives back as a Goodwill NY/NJ board of directors member.

In 2024, Ron co-founded OSSY, a forward-thinking retail recruiting agency that addresses the industry's hiring and recruiting challenges. This venture reinforces Ron’s unwavering commitment to retail.
Follow Ron at: https://www.linkedin.com/in/rthurston/

Previous Episode

Navigating Global Retail Trends and Customer Behavior: A Conversation with Ghalia Boustani

Can European retailers teach their American counterparts a thing or two about customer service? Join us as we uncover insights from Ghalia Boustani, PhD, a leading retail expert based in Paris, who has a wealth of knowledge about the future of retail. From her early fascination with the industry to becoming a respected author and consultant, Ghalia's journey is nothing short of inspiring. In this episode, she shares her pivotal moments and critical questions that fueled her rise in the retail world.
Navigating the balance between human touch and technology, Ghalia discusses the common pitfalls that retailers face when they over-rely on tech solutions. She illustrates with real-life examples how poor integration can lead to negative customer experiences, such as failed QR code promotions. We also explore the differences between American and European retail practices, highlighting the significance of adapting strategies to local markets and maintaining basic customer service. Ghalia emphasizes the growing trend in Europe towards sustainable consumption and secondhand markets, setting a benchmark for future retail landscapes.
As we delve into the new metrics shaping retail success, Ghalia sheds light on the limitations of traditional KPIs and the necessity of adopting a holistic approach. From the challenges of measuring omni-channel strategies to integrating physical and digital experiences, this episode is packed with valuable insights for anyone in the retail industry. For newcomers, Ghalia offers sage advice on the importance of hands-on experience, teamwork, and keeping a human-centric approach amidst the technological tide. Don't miss this thought-provoking conversation that promises to redefine your understanding of retail.
Ghalia's Bio:
Ghalia Boustani is a multifaceted professional with a diverse skill set encompassing retail consultancy, curation of insights, speaking, authorship, and podcast hosting. Her career in retail gained momentum within the dynamic landscape of the fashion industry, a journey she embarked upon in 2005. Over the years, Ghalia has forged close collaborations with various fashion brands, operating at both retail and management echelons.

Her expertise is centered around ephemeral retail formats, the creation of captivating physical store atmospheres, and a deep understanding of consumer behaviors within omnichannel contexts. At the strategic level, Ghalia excels in guiding brands through transformative processes, contributing to the evolution of their development strategies. On an operational level, she actively engages in formulating procedures, crafting comprehensive training manuals, and conducting impactful team member training sessions.

Ghalia holds a Ph.D. from the prestigious “École Supérieure des Affaires” in Lebanon, a master’s degree from the “London College of Fashion” in London, and a Bachelor of Arts (hons) from the esteemed “Notre Dame University”, along with a diploma from the “École Supérieure des Arts et Techniques de la Mode”. Her academic pursuits manifest in rich research and publications, covering topics ranging from traditional and ephemeral retail to fashion management and customer experiences. Her influence extends globally, as she brings her wealth of knowledge to various educational institutions and business schools in cities such as Beirut, Istanbul, London, and Paris. Since 2011, she has been actively involved in teaching marketing and retail, participating in over 25 conferences and webinars. Through these platforms, Ghalia consistently shares her insights and contributes to the discourse shaping the future of retail.

Connect at:
https://linktr.ee/gboustani

Next Episode

Balancing Authenticity and Innovation in Marketing: A Conversation with Doug Zarkin

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What happens when you mix high-energy marketing genius with raw authenticity? You get Doug Zarkin. Today, we're bringing you an inspiring conversation with Doug Zarkin, the marketing mastermind behind heavy-hitting brands like Pearl Vision and Victoria's Secret. Doug opens up about navigating the peaks and valleys of his career journey, from high school rejections to pivotal career decisions. He takes us behind the scenes of writing his book, "Moving Your Brand Out of the Friend Zone," sharing his unique blend of art and science in marketing and how his education at George Washington University shaped his path. Doug's stories and insights are for aspiring marketers and anyone looking to make a meaningful impact.
Are loyalty programs transforming customer experiences or just another gimmick? Discover Doug's perspective on the evolving landscape of brand loyalty and innovation as we discuss standout programs like Marriott's Bonvoy and Delta's service enhancements. Doug shares how Marriott's flexible check-out times and Delta’s improved service offerings are setting new standards in customer satisfaction. We also touch on the balance between technological innovation and practical customer service solutions, highlighting the future of CRM systems in creating more human-centric business practices.
Authenticity and vulnerability in leadership? Yes, please. Doug’s candid discussion on company culture offers a fresh perspective on first impressions during the interview process and the role of real-time feedback. From self-deprecating leadership to the quirks of daily life, Doug's anecdotes reveal the importance of balancing professional and personal life with humor and relatability. He leaves us with powerful advice on embracing authenticity and using setbacks as stepping stones for success. Tune in for a treasure trove of wisdom from a marketing leader who truly walks the talk.
Doug Zarkin Biography:
Doug Zarkin is a renowned Chief Marketing Officer celebrated for his strategic acumen in brand revitalization, team leadership, and driving significant growth across multiple sectors. With a career that began in advertising, Doug co-founded G-WHiZ!, Grey Advertising’s division focused on youth, entertainment, and lifestyle marketing, crafting campaigns that captivated audiences nationwide. His tenure at Avon Products marked the launch of the “Mark.” brand, achieving $118 million in revenue within 18 months. At Victoria’s Secret PINK, as Vice President of Marketing, he transformed it into a $400 million brand, showcasing his ability to scale brands significantly. Doug’s impactful roles at global apparel giants Warnaco and Kellwood further underscored his marketing prowess. Doug is currently the Chief Customer Officer at Good Feet Holdings and previously served as the Chief Marketing Officer for Luxottica’s Pearle Vision, where he led a transformative brand overhaul that not only changed the company's market perception from discount to quality care but also sustained double-digit profit growth over eight years. This repositioning helped place Pearle Vision at the top of Entrepreneur’s Top 500 Franchise list. His leadership has earned him multiple Effie and Clio awards and a place in a Harvard Business School case study on brand revival. Doug is also the author of "Moving Your Brand Out of the Friend Zone," encapsulating his expertise in crafting influential brand narratives and fostering deep consumer connections.
https://www.linkedin.com/in/dougzarkin/To purchase "Moving Your Brand Out of The Friend Zone", visit:
https://www.amazon.com/dp/B0CKD7F4S4

Retail Relates - The Power of Empathy and Authentic Leadership: A Conversation with Ron Thurston

Transcript

Paula00:00:33.481

Today on Retail Relates , we're excited to have Ron Thurston , co-founder OXand and best-selling author of Retail Pride . Ron shares his remarkable journey from pioneering the concept of showrooming with Bonobos to redefining field leadership with Apple , and his unique insights into why retail remains a human-centric , emotionally-driven experience . You want to stay tuned to hear more about