{"id":50103,"date":"2020-07-20T18:01:00","date_gmt":"2022-10-18T18:01:08","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=50103"},"modified":"2022-10-31T01:01:19","modified_gmt":"2022-10-31T08:01:19","slug":"innovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/innovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy\/","title":{"rendered":"Innovation, Personalisation, Resilience: Keys to Accelerating in the Novel Economy"},"content":{"rendered":"\n<p>Retail and consumer goods companies face very different challenges and opportunities at the moment, dictated by both a business\u2019s ability to move quickly and innovate, and whether its target industries are distressed or surging.&nbsp;&nbsp;<\/p>\n\n\n\n<p>But regardless of a retail or CG brands\u2019 current opportunities or challenges, we\u2019re seeing an acceleration of digital transformation across the board. It was already upon us, and has only accelerated with COVID-19.&nbsp;<\/p>\n\n\n\n<p>It used to be that big beat small, Rob Garf told us \u2013 the enterprise\u2019s controlled messaging, supply chain and channels were a strength, and brands aimed for mass appeal.<\/p>\n\n\n\n<p>Now, Garf said, fast beats slow. Brands need broader access to supply chain channels, and we\u2019re seeing a democratisation of choice.&nbsp;<\/p>\n\n\n\n<p>Next, retailers and consumer goods companies will operate on relevance and agility. This means they need:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li> Accelerated innovation <\/li><li> Deeper consumer personalisation <\/li><li> Resilience through ecosystem agility <\/li><\/ul>\n\n\n\n<p>They have to be scrappy, and prioritise digital channels and apps, support for digital employees, and the growth of digital communities.<\/p>\n\n\n\n<p>Customer Trailblazers from My Muscle Chef and Super Retail Group shared how they\u2019re knocking innovation, personalisation and agility out of the park, and a panel of sustainability champions told us how they\u2019re reaching the conscious consumer by focusing on values.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"my-muscle-chef-personalisation-at-scale\">My Muscle Chef: personalisation at scale<\/h2>\n\n\n\n<p>\u201cAt the start it was a side hustle,\u201d My Muscle Chef co-founder and CEO Tushar Menon said of the company he and his brother founded, in a Q&amp;A with Roula Psomiadis. \u201cFast-forward seven years and we sell 300,000 meals a week.\u201d<\/p>\n\n\n\n<p>Most of the time, that story would be of the plucky co-founders operating out of a bricks and mortar storefront, dipping a toe in online retail, and finding immense growth in digital. My Muscle Chef though? The opposite \u2013 it\u2019s digital-first and, until relatively recently, digital-only.&nbsp;<\/p>\n\n\n\n<p>My Muscle Chef started selling meals in small grocery stores based on feedback from a loyal customer base who wanted to be able to find the meals on the go, and the initiative is now credited with providing broad brand awareness, as well as an opportunity for consumers to try the products with low commitment and low investment. Physical retail is a bolt on, a means to an end \u2013 and that end is digital growth.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>At the start it was a side hustle&#8230; Fast-forward seven years and we sell 300,000 meals a week.<\/p><cite>Tushar Menon, my muscle chef\u00a0<\/cite><\/blockquote>\n<span class=\"citation-role\"><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290708\" target=\"_blank\" rel=\" noopener\">Watch the full keynote with My Muscle Chef, <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290708\" target=\"_blank\" rel=\" noopener\">Spalding, Super Retail Group and more, on demand<\/a><\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=At%20the%20start%20it%20was%20a%20side%20hustle...%20Fast-forward%20seven%20years%20and%20we%20sell%20300%2C000%20meals%20a%20week.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=At%20the%20start%20it%20was%20a%20side%20hustle...%20Fast-forward%20seven%20years%20and%20we%20sell%20300%2C000%20meals%20a%20week.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"At the start it was a side hustle... Fast-forward seven years and we sell 300,000 meals a week.\" https:\/\/www.salesforce.com\/au\/blog\/innovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>When the significant impact COVID would have on retailers became clear, that digital heart meant My Muscle Chef was able to easily re-allocate resources to the digital side to support increased online orders, Tushar\u2019s co-founder and brother Nishant Menon explains.<\/p>\n\n\n\n<p>Nishant credits the highly personalised experience on My Muscle Chef\u2019s digital platform for improved conversion rates, explaining that the personalisation is a result of deep research into the core customer base and how they interact with the brand.<\/p>\n\n\n\n<p>My Muscle Chef, Nishant explained, moved from a transactional business to a lifestyle business, and personalisation was part of this. The result? Improved retention rates, longer initial subscriptions and improved retargeting.<\/p>\n\n\n\n<p>Unlocking our customer data has shown us who our customer really is, Tushan explained, not just who we thought it was. Our five-times revenue growth is down to that deep customer knowledge and personalisation, and our product quality.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"super-retail-group-innovation-at-speed\">Super Retail Group: innovation at speed<\/h2>\n\n\n\n<p>\u201cOur customers are passionate,\u201d said Super Retail Group\u2019s GM omni retail Brian Townshend, explaining that those customers visit a physical store knowing their passion will be met with knowledge and advice.&nbsp;<\/p>\n\n\n\n<p>The team noticed a shift with COVID though \u2013 consumers were researching more online prior to quick, low-contact purchases in-store.<\/p>\n\n\n\n<p>SRG responded quickly \u2013 providing that information online, and launching free, contactless click and collect.&nbsp;<\/p>\n\n\n\n<p>\u201cWhen COVID started, a lot of activities we hit pause on,\u201d Townshend explained.&nbsp; \u201cWe assessed the right things to do for our customers and for the safety of our employees.\u201d<\/p>\n\n\n\n<p>When they decided contact-free click and collect was the goal, speed came from no siloes, no hierarchy and compromising on scope \u2013 and a minimum viable product launched within days.<\/p>\n\n\n\n<p>\u201cI\u2019d love to tell you how many people used [click and collect], and how it performed!\u201d Townshend said. \u201cBut compromising on scope was absolutely essential for our speed.\u201d<\/p>\n\n\n\n<p>The key lesson for Townshend through the crisis has been the importance of giving all the energy to the ideas and initiatives that are most important \u2013 or as he says: you have to prune your rose bush frequently and ruthlessly.<\/p>\n\n\n\n<p>SRG Chief Strategy and Customer Officer Katie McNamara called this \u2018ruthless prioritisation\u2019 in a later Q&amp;A with Brian Solis.&nbsp;<\/p>\n\n\n\n<p>\u201cOur role as the exec team was to shepherd the business,\u201d she explained. \u201cYou can\u2019t do everything in a constrained environment.\u201d<\/p>\n\n\n\n<p>The key to those priorities \u2013 voice of the customer (VOC).&nbsp;<\/p>\n\n\n\n<p>\u201cWe\u2019ve always been a VOC-focused business. But that doesn\u2019t mean anything unless you actually use that information,\u201d McNamara said.<\/p>\n\n\n\n<p>\u201cIt\u2019s very easy in a corporate environment to get carried away and forget the customer in all your decisions.\u201d&nbsp;<\/p>\n\n\n\n<p>Enter, Scout.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Compromising on scope was absolutely essential for our speed.<\/p><cite>Brian Townshend, super retail group<\/cite><\/blockquote>\n<span class=\"citation-role\"><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290713\" target=\"_blank\" rel=\" noopener\">Watch this session on-demand: <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290713\" target=\"_blank\" rel=\" noopener\">Fireside Chat with Brian Solis and Super Retail Group: <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290713\" target=\"_blank\" rel=\" noopener\">Digital Transformation Becomes a Burning <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290713\" target=\"_blank\" rel=\" noopener\">Platform with Purpose<\/a><\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Compromising%20on%20scope%20was%20absolutely%20essential%20for%20our%20speed.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Compromising%20on%20scope%20was%20absolutely%20essential%20for%20our%20speed.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Compromising on scope was absolutely essential for our speed.\" https:\/\/www.salesforce.com\/au\/blog\/innovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Scout represents the customer and always sits at the table, McNamara said, ensuring that no decision is made without the customer top of mind.&nbsp;<\/p>\n\n\n\n<p>McNamara also credits the speed of SRG\u2019s response to agile approaches: daily meetings of the executive team to clear roadblocks, and cross-functional teams to take ownership and make decisions quickly.&nbsp;<\/p>\n\n\n\n<p>\u201cYou tend to pull teams like this together for projects but, funnily enough, we\u2019ve seen now that works really well across the board,\u201d McNamara said. \u201cIt\u2019s something we\u2019ll continue going forward.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"partnerships-to-meet-conscious-consumers\">Partnerships to meet conscious consumers<\/h2>\n\n\n\n<p>A panel of sustainability Trailblazers joined Luigerr Ramos to discuss increasingly conscious consumers and doing good while doing well.<\/p>\n\n\n\n<p>Australia Post has the largest fleet on the road every day and the largest retail footprint in the country, said Chief Sustainability Officer Susan Mizrahi.&nbsp;<\/p>\n\n\n\n<p>And while neither point sounds like a sustainability manager\u2019s dream, Mizrahi sees opportunity \u2013 community access that\u2019s second to none, and the reach to form partnerships that will drive positive systemic change.&nbsp;<\/p>\n\n\n\n<p>\u201cEverybody has the ability to have a positive or a negative impact,\u201d Mizrahi said. \u201cGo away and look at the SDGs [that\u2019s the <a href=\"https:\/\/www.un.org\/sustainabledevelopment\/sustainable-development-goals\/\" target=\"_blank\" rel=\"noopener\">United Nations Sustainable Development Goals<\/a>] and see how you can advance them\u201d.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Everybody has the ability to have a positive or a negative impact.<\/p><cite>Susan Mizrahi, Australia Post<\/cite><\/blockquote>\n<span class=\"citation-role\"><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290714\" target=\"_blank\" rel=\" noopener\">Watch this session: The Age of the <\/a><br><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/agenda?agendaPath=session\/290714\" target=\"_blank\" rel=\" noopener\">Conscious Consumer for a More Sustainable World<\/a><\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Everybody%20has%20the%20ability%20to%20have%20a%20positive%20or%20a%20negative%20impact.\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Everybody%20has%20the%20ability%20to%20have%20a%20positive%20or%20a%20negative%20impact.&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Finnovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Everybody has the ability to have a positive or a negative impact.\" https:\/\/www.salesforce.com\/au\/blog\/innovation-personalisation-resilience-keys-to-accelerating-in-the-novel-economy\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Leanne Wall, Jeanswest Marketing and BDM, is heartened by her team\u2019s ability to have authentic conversations with customers as retail stores reopen, pointing out that many of the store managers and staff know customers and locals by name.&nbsp;<\/p>\n\n\n\n<p>This makes their partnership with Good360 more than a sustainability driver \u2013 it\u2019s a meaningful way to contribute to those communities on a regular basis.&nbsp;<\/p>\n\n\n\n<p>\u201cEnd of line products are usually marked down or donated in bulk,\u201d Leanne said. Recently though, a Good360 partnership has seen each of Jeanswest\u2019s 90+ stores matched with a local organisation that needed those goods \u2013 so the store teams could know they were contributing to the local community they live and work in, and the local communities that support the retailer on an ongoing basis were benefiting too.<\/p>\n\n\n\n<p>\u201cWe really think businesses can do well and do good &#8211; and we help them with that,\u201d said panelist Alison Covington, founder and Managing Director of Good360, which matches surplus and excess goods to organisations and people in need. \u201cThese community organisations could not partner with such big brands, but they can through our partnerships.\u201d&nbsp;<\/p>\n\n\n\n<p><b><a href=\"https:\/\/www.salesforce.com\/au\/events\/sflive20\/retail\/overview\/?d=7010M0000022E0lQAE\" target=\"_blank\" rel=\"noopener\">Catch up on all 34 sessions and bonus on-demand videos from Salesforce Live for Retail and Consumer Goods<\/a>.<\/b><\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"salesforce.com\/au\/events\/sflive20\/retail\/overview\/?d=7010M0000022E0lQAE\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/590x180-rcg-on-demand-1.jpg?strip=all&#038;quality=95\" alt=\"Salesforce Live for Retail &amp; Consumer Goods cta banner\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Last week\u2019s Salesforce Live for Retail and Consumer Goods event was packed with great advice to help consumer goods companies and retailers accelerate out of crisis and to growth. Here we\u2019re sharing the highlights.<\/p>\n","protected":false},"author":1,"featured_media":50105,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"4c97fabfa8344407b3ee020de304e66c","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2497,2484,2481,2496,2495],"sf_content_type":[],"coauthors":[2454],"class_list":["post-50103","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-consumer-goods","sf_topic-digital-transformation","sf_topic-innovation","sf_topic-retail-insights","sf_topic-retail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Innovation, Personalisation, Resilience: Keys to Accelerating in the Novel Economy | Salesforce<\/title>\n<meta name=\"description\" content=\"Last week\u2019s Salesforce Live for Retail and Consumer Goods event was packed with great advice to help consumer goods companies and retailers accelerate out of crisis and to growth. 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