Audience:
Open industry. All apparel and footwear industry professionals, regardless of AAFA membership, are encouraged to participate.
Description:
The foundation to a great customer experience is the product she/he buys, and specifically the Quality of the product. The most basic expectation of every consumer is that the product Works. In a recent (informal) survey of 24 “C-level” executives (Chief - Merchandising, Marketing, Digital, Transformation- Officers), were asked to rank the following attributes in terms of importance to customer acquisition, retention and satisfaction – Quality, Price, Sustainability, Brand Image and Customer Service – Quality was rated #1 by 22 of the executives.
Attendees of this webinar will learn:
- The importance of product quality as a key driver of customer acquisition, retention, and satisfaction.
- That product quality is often the most basic and essential expectation for consumers when making a purchase.
- How C-level executives in various roles (Merchandising, Marketing, Digital, Transformation) view the relative importance of product quality compared to other factors like price, sustainability, brand image, and customer service.
Speaker:
Rick Horwitch
Chief of Supply Chain & Sustainability Strategy – Global Retail Lead
Bureau Veritas Consumer Products Services
Rick Horwitch is Vice President, Global Retail Lead and Supply Chain Strategy, for Bureau Veritas Consumer Products Services. Bureau Veritas is the world’s oldest and one of the largest providers of Quality, Healthy, Safety, Environmental and Sustainability (QHSES) services. Bureau Veritas’ customers include 48 of the top 50 retailers in North America and 41 of the top 50 consumer products brands. Rick’s focus is on developing Supply Chain Risk and Quality Management (SCRQM) and Sustainability solutions, as well as strategic partnerships and alliances which help their customers protect their brands, reduce cost and improve cycle time. Rick has over 30 years experience in the consumer products industry covering all facets of business – Sourcing, Sales, Marketing and Operations with companies such as Deena, Kurt Salmon Associates and Warnaco.
Moderator:
Chelsea Murtha
Senior Director, Sustainability
AAFA
Chelsea Murtha serves as the association’s advocate and spokesperson on matters of sustainability and product safety. She engages with Congress, the Executive Branch, independent agencies, as well as state and local legislatures and agencies and foreign governments on sustainability, product safety, and chemical management issues important to the industry. Chelsea is also the staff liaison to AAFA’s Environmental Committee and Product Safety Council.
Chelsea joined AAFA from a Washington, D.C., government affairs firm where she led advocacy efforts for clients, including several trade associations and apparel and footwear importers, on policy developments related to environmental, social, and governance issues in global supply chains. She has also worked for the U.S. Fashion Industry Association, and a Washington, D.C., international trade policy consultancy firm. Chelsea earned a Master of Science from the London School of Economics and Political Science and a Bachelor of Arts from the George Washington University.
Unable to join on November 21?
Register for the webinar to receive an email containing the direct link to access the recording of the webinar and a link to a PDF copy of the presentation. The email will be sent 1-3 business days after the webinar.
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Stephanie Paendong