Max Wallace is the Senior Director of Customer Experience at Tommy John, driving strategies that transform everyday customer interactions into standout experiences that reflect the brand’s premium quality. He empowers his team to take initiative and deliver genuine, thoughtful support, giving them the freedom to meet customers’ needs in the best way possible. Max’s approach combines a customer-first mindset with a sharp focus on growth, brand trust, and long-term value, all aligned with company goals.
Wednesday, February 25
3:20 PM Track 5: Panel: Delivering Value for a Price Conscious Shopper Throughout the Customer Journey
Meeting the needs of price-conscious shoppers means delivering true value that goes beyond just low prices—it’s about building trust and satisfaction at every touchpoint. These customers seek smart choices, meaningful benefits, and personalized experiences that make every purchase feel worthwhile. During this panel, retail and marketing experts unveil proven strategies to deliver consistent value throughout the customer journey, fostering loyalty and driving repeat business through:
- Highlighting value, not just low price, by communicating product quality, benefits, and ROI at every touchpoint
- Offering targeted promotions and loyalty programs to reward repeat purchases and create a sense of exclusivity
- Fostering loyalty and reducing cart abandonment by showcasing transparency in pricing and shipping options
- Enhancing the overall experience with free shipping, flexible payment options, and easy returns, making the journey frictionless for value-focused shoppers
Check out the incredible speaker line-up to see who will be joining Max.
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