How B&H Photo Builds Loyalty Through Radical Service | CommerceNext 2025 with Jeff Gerstel
Omni Talk Retail · Omni Talk Retail
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Show Notes
In this exclusive interview from the CommerceNext Growth Show, Omni Talk sits down with Jeff Gerstel, CMO of B&H Photo and Video, to explore how one of New York’s most iconic retailers continues to set the bar for loyalty, service, and operational excellence—even with just one physical store.
🎯 Topics discussed:
– Why service, not gimmicks, drives B&H’s customer loyalty
– How livestream video and global ecommerce fuel their success
– What every retailer should do to improve the customer experience
– The practical approach B&H takes to AI and emerging retail tech
– The secret to 99.8% on-time fulfillment (and what they do for the 0.2%)
👏 Huge thanks to GreyOrange for supporting our coverage and enabling smarter, real-time inventory at H&M and beyond.
📍 If you're in NYC, don't miss the B&H store at 34th & 9th or visit the H&M Soho Store on Broadway to see tech in action.
#commercenext #retailnews #retailtech #retailinnovation
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