“We surveyed, listened, and acted on employee and client feedback more than ever before, which created energy and excitement that enabled us to grow our business faster and handle increased demand. Whether it was listening to team member needs around a flexible work schedule or creating more consistent onboarding and training programs, or reacting to clients’ requests for different size samples and more consistency in delivery windows, the feedback from our team members and clients has directed our strategy more than ever. The result is happier and more engaged teams, which leads to happier and more engaged clients.” —Chad Stark, CEO of Stark
Reclusive times validated businesses’ investment in digital.
The pandemic exposed the cracks in industries everywhere. In the home space, one of the greatest divides revealed itself in the brands who had productive digital platforms in place and those that did not.
“Our smartest decision was to use this time to invest in our future by refreshing our visual identity and website. Our entire year focused on getting clear on our vision, values, and new identity (visual and language), so we could create a new website for our trade customers that prioritizes their shopping experience. This includes a trade-exclusive website with access to trade pricing and complimentary swatches, real-time stock, easier sourcing through sorting features, additional resources like our wallpaper calculator, and an inspiration section that highlights our customers’ finished projects. We took our time to get clear on our strategy and vision, always keeping in mind our customers’ needs.” —Rebecca Atwood, founder and creative director of Rebecca Atwood
Thomas Lavin, founder of Thomas Lavin.
Though enhancing the showroom experience was a big part of Thomas Lavin’s year, it was the multiline showroom’s digital expansions that drew the most attention.
“Since we couldn’t be together in person, we upped our Instagram game to stay in touch. I finally made my debut! Between hosting our ‘20 Seconds With TL’ collection previews and the live ‘Fridays at 5’ I did with Una Malan, where we played piano, mixed cocktails, etcetera, I almost felt like the world hadn’t completely stopped.” —Thomas Lavin, founder of Thomas Lavin
Design centers have traditionally upheld the values of brick and mortar, where in-person viewing and relationship-based sourcing reign. These days, the New York Design Center is building upon its value proposition by investing in online lead generation for its directory of brands.
“This year, as ‘in-person’ shopping returned, it was imperative that our digital footprint expand our reach for both information and sales. By investing in our website and using it as a tool for users to learn about our offerings, search and directly inquire about products, we are able to invite guests into 200 Lex 24/7. Our goal is to continue to bridge the gap between the physical and digital and …….