JOANN: A Radically Personal “creative happy place”

The evolution of fabric and craft retailer JOANN is a masterclass in putting the customer first.  JOANN reimagined their in-store experience and embraced digital innovation to become a destination for their customers. Director of Operations and Customer Experiences, Drew Chamberlain joins us to share how JOANN turned its retail outlets and digital platforms into a “creative happy place” for curious creatives and makers.  Drew talks about how the entire customer experience begins with their approach to customer service team member recruitment and ends with dedicated, engaged, lifelong fans.

“We’re always looking at how we can make the experience better for the retail customer and how we can make it better for our team members, too.” – Drew Chamberlain, Director of Operations and Customer Experience at JOANN