{"id":14783,"date":"2025-02-20T03:30:17","date_gmt":"2025-02-20T03:30:17","guid":{"rendered":"https:\/\/dmsretail.com\/RetailNews\/scaling-store-experiences-4-lessons-from-rekon-retail\/"},"modified":"2025-02-20T03:30:17","modified_gmt":"2025-02-20T03:30:17","slug":"scaling-store-experiences-4-lessons-from-rekon-retail","status":"publish","type":"post","link":"https:\/\/dmsretail.com\/RetailNews\/scaling-store-experiences-4-lessons-from-rekon-retail\/","title":{"rendered":"Scaling Store Experiences: 4 Lessons from Rekon Retail"},"content":{"rendered":"<p> <p><a href=\"https:\/\/dmsretail.com\/online-workshops-list\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-496\" src=\"https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90.png\" alt=\"Retail Online Training\" width=\"729\" height=\"91\" srcset=\"https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90.png 729w, https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90-300x37.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/a><\/p><br \/>\n<\/p>\n<div>\n<p>For Rebekah Kondrat, retail is magic. \u201cA great experience, like a physical retail environment, can change someone\u2019s day,\u201d she said in an interview with <em>Retail TouchPoints. <\/em>That\u2019s why Kondrat and the entire team at <strong>Rekon Retail<\/strong> focus on creating this retail magic for consumers by helping growing brands develop the vision for their brick-and-mortar experiences.<\/p>\n<p>With experience working for brands like <strong>Apple <\/strong>and <strong>Starbucks<\/strong>, both of which have carved unique spaces in the realm of store design and experience strategy, Kondrat found that the best spaces had a sound operational foundation, and that these operations, teams and processes were standardized across all locations as the businesses grew.<\/p>\n<p>These brands answered key questions like, \u201cHow do we train a large team to give a consistent customer experience every time?\u201d Kondrat said. \u201cHow do we think through how inventory is received so that we can get it to customers faster? I learned all those nuts and bolts, infrastructure and scalability, there.\u201d<\/p>\n<p>Kondrat was able to apply these learnings at <strong>Warby Parker<\/strong>, where she served as Flagship Store Leader. At the time, the now-booming eyewear brand only had <strong>three <\/strong>stores, so she was able to help \u201cbuild something from the beginning.\u201d She added: \u201cTo enter that environment, where you don\u2019t have any standards or processes\u2026you have to think critically about what\u2019s best for this specific brand in its current place and in its journey.\u201d<\/p>\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\">\n<p>\n<iframe loading=\"lazy\" title=\"How Do the Most Successful Retail Stores Operate?\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/QZ-Be8Esk7o?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/p><figcaption class=\"wp-element-caption\"><em>Watch the entire conversation with Rebekah Kondrat of Rekon Retail!<\/em><\/figcaption><\/figure>\n<p>Kondrat took her experience at Warby Parker and went on to <strong>Outdoor Voices<\/strong> and furniture brand <strong>Joybird<\/strong>, and soon noted similarities in their operational challenges. These overarching trends were her nexus for starting Rekon Retail, which aims to serve brands in their early entry into brick-and-mortar as well as at the start of a significant store expansion. Moreover, the company serves as a \u201ctrusted partner,\u201d with the operational expertise to support brands that aren\u2019t ready to hire an in-house executive to lead stores.<\/p>\n<p>Kondrat and Partner Libby Shani have developed a scalable <strong>four<\/strong>-step process that can help any brand develop a store operations strategy:<\/p>\n<h3 class=\"wp-block-heading\"><strong>1. Audit your systems and structure.<\/strong><\/h3>\n<p>Every organization is different. Of course, digitally native brands breaking into brick-and-mortar don\u2019t typically have the personnel required to support effective store expansion. They also may not know what roles and skill sets to look for while hiring for these roles. Brands need to identify the gaps in their executive leadership teams and the skills they need to add to their workforce. During the audit process, brands also need to assess their current tech stack, from the point-of-sale systems they use to any store-specific tech like traffic counting systems.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-large is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"960\" height=\"1280\" src=\"https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-960x1280.jpg\" alt=\"\" class=\"wp-image-150166\" style=\"width:295px;height:auto\" srcset=\"https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-960x1280.jpg 960w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-450x600.jpg 450w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-768x1024.jpg 768w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-1152x1536.jpg 1152w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-1536x2048.jpg 1536w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/IMG_2497-2-2-scaled.jpg 1920w\" sizes=\"(max-width: 960px) 100vw, 960px\"\/><figcaption class=\"wp-element-caption\"><em>Olfactory storefront. <strong>Photo credit: <\/strong>Rekon Retail<\/em><\/figcaption><\/figure>\n<\/div>\n<h3 class=\"wp-block-heading\"><strong>2. Understand what drives your brand experience.<\/strong><\/h3>\n<p>\u201cIt\u2019s one thing to put branding on your website, have a color palette and recognizable logo that is very specific to the brand and the ethos comes out in that way,\u201d Kondrat said. \u201cWhen you move all of that into physical, it\u2019s great to start there. But what do you want your customer to feel?\u201d<\/p>\n<p>This is the stage when brands move beyond basic brand ethos and into true experience strategy. Executives need to think not only about what they want customers to feel in-store, but also how all components of a store, including associates, can help produce those feelings. While the underlying goal is typically to drive commerce, there are many possible adjacent goals that lend themselves to different store experiences.<\/p>\n<p>\u201cIs the goal to better understand your customer?\u201d Kondrat asked. \u201cIs it to develop new products or convert a different type of customer?\u201d<\/p>\n<h3 class=\"wp-block-heading\"><strong>3. Identify what can scale.<\/strong><\/h3>\n<p>As brands open more stores, they may seek formats and solutions that will allow them to open on-brand stores more quickly. Rekon Retail has helped several brands, including <strong>Olfactory<\/strong>, develop a kit of parts, which is a scalable fixture package and\/or ordering sheet for components that allow them to \u201crinse and repeat\u201d at least <strong>80% <\/strong>of their build out.<\/p>\n<p>But having scalable components doesn\u2019t lead to cookie-cutter stores. Rather, having streamlined steps and components <strong>gives brand teams the time, budget and brainpower to focus on adding nuance and distinct elements to each location.<\/strong> For example, Olfactory has a speakeasy at the back of its Newbury St. location in Boston.<\/p>\n<p>\u201cThere is streamlining and ultimately a cost savings and a time savings that comes with this kit of parts,\u201d Kondrat explained. In addition, Olfactory had core brand components and a great product. As a result, Rekon Retail helped the brand find the right creative partners to bring in to replicate the success of other stores and elevate the experience even further, to \u201chelp the customer in a brand-new market where they\u2019ve never opened,\u201d she added.<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"853\" height=\"1280\" src=\"http:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-853x1280.jpg\" alt=\"\" class=\"wp-image-150169 lazyload\" style=\"--smush-placeholder-width: 853px; --smush-placeholder-aspect-ratio: 853\/1280;width:316px;height:auto\" srcset=\"https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-853x1280.jpg 853w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-400x600.jpg 400w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-768x1152.jpg 768w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-1024x1536.jpg 1024w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-1365x2048.jpg 1365w, https:\/\/www.retailtouchpoints.com\/wp-content\/uploads\/2025\/02\/Georgetown-MM-32-1-scaled.jpg 1707w\" data-sizes=\"(max-width: 853px) 100vw, 853px\"\/><figcaption class=\"wp-element-caption\"><em><strong>Photo credit:<\/strong> tylerhooksphotography.com<\/em><\/figcaption><\/figure>\n<\/div>\n<h3 class=\"wp-block-heading\"><strong>4. Prototype and evolve.<\/strong><\/h3>\n<p>As brands grow and evolve, their in-store experiences should too. That\u2019s why Kondrat and her team are big proponents of prototyping and iterating everything, from store fixtures to how inventory is stored and even the visual elements included in each location.<\/p>\n<p>For example, Rekon Retail has helped <strong>M.M.LaFleur<\/strong> adapt its in-store experience as it has gone from temporary pop-ups to new permanent openings. Rekon Retail helped the brand assess the customer journey and backend operations to ensure they aligned with leadership expectations. \u201cAll of those invisible things that make the store run and make the customer experience magical are the things that we have worked with them on,\u201d Kondrat said.<\/p>\n<p>Rekon Retail also helped M.M.LaFleur turn its signature yellow pop of color into a central brand mural in certain stores \u2014 something that can be used and iterated upon by local artists to show how the brand integrates into different city cultures and communities.<\/p>\n<\/p><\/div>\n<p><p><a href=\"https:\/\/dmsretail.com\/online-workshops-list\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-496\" src=\"https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90.png\" alt=\"Retail Online Training\" width=\"729\" height=\"91\" srcset=\"https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90.png 729w, https:\/\/dmsretail.com\/RetailNews\/wp-content\/uploads\/2022\/05\/RETAIL-ONLINE-TRAINING-728-X-90-300x37.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/a><\/p><br \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>For Rebekah Kondrat, retail is magic. \u201cA great experience, like a physical retail environment, can change someone\u2019s day,\u201d she said in an interview with Retail [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":14784,"comment_status":"","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14],"tags":[],"class_list":["post-14783","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/posts\/14783","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/comments?post=14783"}],"version-history":[{"count":0,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/posts\/14783\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/media\/14784"}],"wp:attachment":[{"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/media?parent=14783"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/categories?post=14783"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dmsretail.com\/RetailNews\/wp-json\/wp\/v2\/tags?post=14783"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}