Brick-and-mortar retailers have been especially challenged throughout the COVID-19 pandemic to provide safe and frictionless in-store experiences for shoppers. In this video, Editor-in-Chief Joe Keenan interviews John Goss, senior vice president and president of Sally Beauty Supply, to find out what the retailer has done to create a safe, enjoyable in-store shopping experience for its customers this holiday season. Goss discusses how customer behavior has changed in 2020; what Sally Beauty has done to account for those changes; and how the company has improved its e-commerce business. In addition, he details the role that brick-and-mortar stores figure to play in Sally Beauty's 2021 plans, what innovations are being introduced to get consumers back into stores, and the industry trends that he's most closely tracking for the end of the holiday season and into 2021.
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