[STEP BY STEP] Beyond the Store Floor: Designing Omnichannel Loyalty from the Inside Out

In luxury resale, customer relationships can span decades as buyers become sellers and vice versa. Geronimo Chala, Chief Client Officer at Rebag, explains how the brand has evolved from a simple buyout model into a comprehensive lifestyle platform that prioritizes community over transactions. From developing membership models that grow customer funds by 27% annually to creating experiences where customers connect with each other rather than just the brand, Rebag's approach demonstrates the future of loyalty in an omnichannel world.

Curating the Re-Sale Lifecycle

Key takeaways:

• Community over transactions: Rebag shifted from viewing customers as individual transactions to building "a sense of community" where customers feel they "own the company" through membership and engagement models. - Geronimo [08:30]
• No channel separation: "There really is no separation between e-commerce and the physical stores" because customers naturally move between digital and physical touchpoints in their shopping journey. - Geronimo [05:31]
• Person-first data collection: Rather than focusing on brands and colors, Rebag captures customers' "internal self, their core beliefs" and lifestyles to create meaningful connections before any transaction occurs. - Geronimo [17:44]
• Curated solutions, not overwhelming options: When you have too much to offer, "we have to first get to know that customer, collect that data from them to then evaluate" which services will be most impactful, like "a concierge" at a resort. - Geronimo [23:29]

In-Show Mentions:

• Charles Gorra (CEO and Founder, Rebag)
• Elizabeth Lane (Chief Marketing Officer, Rebag)
• Partnership with Macy's Inc. and Bloomingdale's

Associated Links:

• Learn more about Endear
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