S1E4 • Scaling operational buy-in like a pro

William Folsom, Aaron’s

Episode overview

Operationalizing customer feedback is easy in principle – but in practice, very few brands have been able to solve the puzzle. Enter William Folsom, the Senior Manager of Customer-Centric Initiatives at Aaron’s.  
In his time working for this household-name retailer, Folsom has learned to effectively build trust with operational leaders and scale new initiatives using an agile approach. Tap into his wealth of experience empowering cross-functional teams with customer and employee feedback.

Guest bio

William has a wealth of experience in retail: with roles spanning from store manager to multi-unit leader, he has taken the lead on countless customer experience and digital experience strategies. In past roles, he was utilizing a traditional experience management platform that wasn’t delivering results – so, in his words, “Brands deserve better!”