In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, the Retail Doctor, the focus is on the importance of human connection in retail. Bob introduces various guests who share their insights on creating meaningful customer experiences. Martin Lindstrom discusses the concept of tribes and the need for empathy in retail. Chris Brown emphasizes the role of joy and employee engagement in enhancing customer service. The episode underscores that successful retail is about building relationships, understanding emotional drivers behind purchases, and fostering a sense of community to create lasting customer loyalty.

Guest: Paul Landry, Co-owner of Crossover Comics (Montreal)

Location: 3560 Notre Dame West, Montreal (St. Henry neighborhood)

Key Discussion Points:

- Store founded in 2012 by high school friends combining library technology, retail, and comic shop experience

- Mission to change comic store reputation from intimidating/judgmental to welcoming

- Uses technology for inventory/loyalty programs, ahead of industry curve

- Focuses on building community through book clubs, events, and an inclusive atmosphere

- Approach to customer service: emphasizes personal taste over "good/bad" judgments

- Marvel movies' limited impact on comic sales; the importance of customer retention

- Social media strategy highlighting staff expertise and customer pride

- Growth plans focused on revenue per square foot and partnerships with schools/libraries

Notable Quotes:

"You have to be as passionate about running a business as you are about the product." - Paul Landry

"Time moves differently... the way that I mark the passing of time is more the lives of my customers." - Paul Landry

Store Philosophy:

Emphasizes creating a welcoming environment, avoiding gatekeeping, and supporting diverse interests in comics and gaming culture. Staff trained to focus on customer experience over product criticism.

In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the "Retail Doctor," converses with Charlie Koniver, principal at Odyssey Retail Advisors. They discuss the evolution of luxury retail, emphasizing the need for a human connection and collaborative strategies between developers and tenants. The conversation covers the impact of the pandemic on shopping behaviors, the importance of prime real estate for luxury brands, and the trend of integrating food and beverage options into retail spaces. They also touch on the challenges and opportunities in major cities like New York, Los Angeles, and San Francisco, offering insights into the future of retail.

Charlie Koniver is Principal at Odyssey Retail Advisors bringing more than 15 years of experience partnering with top luxury brands to develop and implement their real estate strategies. He has represented high-end tenants such as Richemont, Dolce & Gabbana, Alexander Wang, Frame, Bang & Olufsen, Leica, Veja, and John Lobb, to name a few. Charlie has also spent time on the landlord/developer side of the business by consulting for well-known developers such as Caruso, Jamestown, Brookfield, Acadia, and ASG. As Principal at Odyssey, Charlie is responsible for mentoring the next generation of professionals, as well as overseeing the firm’s marketing. Prior to co-founding Odyssey in 2019, Charlie worked at Richemont, one of the world’s leading luxury groups, where he established the company’s first in-house real estate department for North America, managing real estate activities for prestigious brands such as Cartier, Van Cleef & Arpels, and Vacheron Constantin. Before Richemont, Charlie worked at Kering where he oversaw the real estate for brands such as Gucci, Bottega Veneta, Saint Laurent, and Balenciaga, expanding their presence across North America and South American markets. Charlie’s journey began after a professional soccer career and obtaining his degree from American University.