Podcast: Wayfair Has Seen a Spike in New Customers. Here’s How It Plans to Keep Them.
Skip to content
A magazine of research and ideas from the
faculty of the Kellogg School of Management
Podcast: Wayfair Has Seen a Spike in New Customers. Here’s How It Plans to Keep Them.
itunes download
Strategy Jun 24, 2020

Podcast: Wayfair Has Seen a Spike in New Customers. Here’s How It Plans to Keep Them.

On this special episode of The Insightful Leader, a conversation with the company’s chief merchandising officer about adapting for an unprecedented future.

Based on insights from

Linda Darragh

Listening: Wayfair Has Seen a Spike in New Customers. Here’s How It Plans to Keep Them.
download
0:00 Skip back button Play Skip forward button 21:24

One clear winner in the COVID-19 crisis: e-commerce.

“A lot of the brick-and-mortar options aren’t available to most of the country,” says Steve Oblak, chief merchandising officer at Wayfair, the online furniture and home-goods retailer. “So you have online penetration moving faster than you would expect.”

Wayfair, for example, has seen a momentous jump in first-time orders. What will it take to convert those new buyers into loyal customers?

On this special episode of The Insightful Leader, Oblak discusses with Linda Darragh, a clinical professor of innovation and entrepreneurship.

Note: The Insightful Leader is produced for the ear, and not meant to be read as a transcript. We encourage you to listen to the audio version above. However, a transcript of this episode is available here.

Featured Faculty
Linda Darragh

Adjunct Professor in Entrepreneurship

LinkedIn Logo Share Chain Link Link Email Printer Print Republish
Most Popular This Week
  1. Is This a Job for a Human or AI?
    Five questions to ask before delegating an office project to your new computer coworker.
  2. What Hostage Diplomacy Can Teach Us About Everyday Negotiation
    Start by looking beyond the person at the other end of the table.
  3. The Costly Gap Between Two Career Ladders
    Managers earn more than individual contributors—even when their work is comparable.
  4. There’s a Higher Bar for Working from Home
    Remote job postings demand more skills and experience than similar in-person positions, which could limit opportunities for early-career workers.
  5. 5 Telltale Signs That a Photo Is AI-generated
    For one, scour for details that defy the laws of physics.
  6. Why Is the U.S. Stock Market Outpacing Europe’s?
    A $3 trillion gap in 2008 grew to a $34 trillion gap in 2023. Economists found a secret ingredient.
  7. Take 5: Time to Negotiate
    How broadening your perspective, biding your time, and avoiding binaries can lead to a better solution for all parties.
  8. Emotional Intelligence Is Key to Strong Leadership. Here’s How to Sharpen Yours.
    A professor and executive coach offers tips for developing different components of EQ.
More in Strategy
Take 5: Out of the Past
About Us Faculty & Research Research Hub
2211 Campus Drive, Evanston, IL 60208
insight@kellogg.northwestern.edu
LinkedIn LinkedIn Substack Substack Substack RSS
© Kellogg School of Management, Northwestern
University. All Rights Reserved. Privacy Policy.