Voices of the Industry: Community as the key to retail

Retailers need to be investing in the shoppers that are walking in their stores. That's where all of their profit is going to come from.

People don't buy the product itself but they buy the story, they buy the emotion, they buy the passion [...] So if you ask me I would say emotions are selling.

And when [...] you take an authentic, responsible, durable booth on behalf of nature, on behalf of the climate, then your customers are incredibly loyal to you.

We've made some people happy here [at the Worn Wear Tour]. Many people bring us their favorite item, which holds precious memories.

Authenticity beats marketing rhetoric. Consumers recognize empty messages. If the attitude does not match the brand, [...] it will be discovered relatively quickly.

AI doesn't replace real customer interviews. We still conduct traditional user research because people often have needs they don't explicitly express. In human interactions, we observe behaviors that wouldn't come up in conversation.

We focus on aligning with brands that want to embed repair into their business models, ensuring we create scalable solutions tailored to their needs. Collaboration is key-we bring our repair expertise, operational capabilities, and data-driven insights, while brands contribute their product knowledge and consumer connections. By working together, we unlock synergies to make repair accessible, impactful, and profitable for all stakeholders.