Fixing The Leaky Bucket in the Post-Purchase Customer Experience with Narvar CEO Amit Sharma

Fixing The Leaky Bucket in the Post-Purchase Customer Experience with Narvar CEO Amit Sharma

Our special guest this week is Amit Sharma, Founder & CEO at Narvar, the post-purchase platform for e-commerce. Amit brings tremendous experience to his current role, having held leadership positions at Williams-Sonoma, Walmart and Apple. Narvar was recently named to Fast Company's annual list of most innovative companies.

We unpack why so much of the industry's historical focus has been on demand generation and customer acquisition while largely neglecting customer retention and engagement throughout the whole customer lifecycle. In a fascinating and expansive discussion we learn about opportunities to increase customer lifetime value through technology that helps to better manage customer expectations, proactively engage customers for improved cross-sell and upsell and reduce returns. We also explore why not nearly enough is being done to achieve sustainability objectives.

But first we kick-off with the retail news that caught our attention, including a big week of earnings reports from Dick's Sporting Goods Macy's, Best Buy and many more, which all seem to point to a dampening in consumer demand owing to inflation, a growing inventory glut and tepid e-commerce growth. We also dig into Nordstrom's somewhat surprising results and what to make of

Amazon trying to unload excess distribution space. We wrap up wondering whether layoffs at Getir, Gorillas and Klarna could be the canary in the coal mine.

Lauren Thomas episode

https://remarkable-retail-a0721f60.simplecast.com/episodes/behind-the-scenes-of-retail-reporting-with-cnbcs-lauren-thomas

Scott Galloway episode

https://remarkable-retail-a0721f60.simplecast.com/episodes/season-finale-with-special-guest-scott-galloway

About Us

Steve Dennis is an advisor, keynote speaker and author on strategic growth and business innovation. You can learn more about Steve on his website. The expanded and revised edition of his bestselling book Remarkable Retail: How To Win & Keep Customers in the Age of Disruption is now available at Amazon or just about anywhere else books are sold. Steve regularly shares his insights in his role as a Forbes senior contributor and on Twitter and LinkedIn. You can also check out his speaker "sizzle" reel here.


Michael LeBlanc is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career. Michael is the producer and host of a network of leading podcasts including Canada’s top retail industry podcast, The Voice of Retail, plus Global E-Commerce Tech Talks , The Food Professor with Dr. Sylvain Charlebois and now in its second season, Conversations with CommerceNext! You can learn more about Michael here or on LinkedIn.

Be sure and check out Michael's latest venture for fun and influencer riches - Last Request Barbecue, his YouTube BBQ cooking channel!


Possible links?


Lauren Thomas episode


Scott Galloway episode

Join us at the CommerceNext Growth Show in New York June 23rd and 24th with this exclusive discount code for 10% off general admission tickets and FREE retail tickets: Your code is "REMARKABLE" . See you in the Big Apple!

About Us

Steve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling author of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.


Michael LeBlanc is a senior retail advisor, keynote speaker and media entrepreneur. Michael has delivered keynotes, hosted fire-side discussions hosted senior retail executive on-stage in 1:1 interviews worldwide. Michael produces and hosts a network of leading retail trade podcasts, including The Remarkable Retail Podcast, The Voice of Retail The Food Professor, The FEED powered by Loblaw and the Global eCommerce Leaders podcast. He has been recognized by the NRF as a global Top Retail Voice for 2025 and 2025 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.

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The Customer is the Channel with guest Rob Mills, EVP, Chief Technology, Digital Commerce and Strategy Officer at Tractor Supply Company

The Customer is the Channel with guest Rob Mills, EVP, Chief Technology, Digital Commerce and Strategy Officer at Tractor Supply Company

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"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."- Maya AngelouWe're moving on to the 2nd of the "8 Essentials...

17 Marras 202041min

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This episode we begin the journey to remarkable by digging into Essential #1 in Steve's "8 Essentials of Remarkable Retail" framework. And we've gone global with a great panel of joining us from New Y...

10 Marras 202038min

Choose Remarkable

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"The problem is, you think you have time."- Carlos Castaneda, Journey to IxtlanAs we transition to the second part of our inaugural season, we take a brief look back at the core principles behind why ...

3 Marras 202036min

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"How did you go bankrupt?" Bill asked."Two ways," Mike said. "Gradually, then suddenly."- Ernest Hemingway, The Sun Also ArisesWhy do so many companies defend the status quo even when it becomes incre...

27 Loka 202038min

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William Gibson, the great American-Canadian speculative fiction author, once said: "The future is already here, it's just not very evenly distributed." This episode features a deep dive into several k...

20 Loka 202043min

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In this episode we delve into a topic that sits at the core of the need to be remarkable: the on-going bifurcation of the retail market.For more than a decade success has largely been found at either ...

13 Loka 202043min

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In this episode we talk about the end of scarcity that previously characterized much of retail's evolution. As we entered the 21st century, some 98% of all retail was done in brick & mortar locations ...

6 Loka 202047min

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