E-commerce musical instrument provider Sweetwater is not going to be singing a brand new tune beneath its newly-appointed CEO, Mike Clem. As an alternative, the corporate will probably be cranking up the amount to remain true to what it does finest — assembly its prospects’ wants.
The music know-how and instrument retailer’s chief development officer stepped into his new function on Sept. 29. Clem replaces John Hopkins, who retired after greater than 30 years at Sweetwater.
Clem joined the corporate in 2003. In that interval, he held a number of key management roles in e-commerce and advertising that orchestrated strategic development plans and innovation in all areas of the enterprise. As chief digital officer, he oversaw the web purchasing expertise and technique that grew to become instrumental in driving Sweetwater’s development.
“Mike is a pure option to turn into CEO and president and has performed a key function in our great development and success for the previous 20 years,” mentioned Hopkins. “I’ve had the pleasure of working alongside Mike and am assured in his management and imaginative and prescient for the longer term. Sweetwater is in nice arms.”
Clem’s means to guide the corporate into the longer term was instrumental in his choice, added Sweetwater Founder and Chairman of the Board Chuck Surack.
“Not solely does he perceive and worth the rules which have guided me and Sweetwater for the previous 4 many years, however he has a real coronary heart for making certain that we proceed to care for our prospects, our workers, and their households, and our vendor companions,” he mentioned.
Clem has over 25 years of expertise in retail e-commerce, which started within the web’s earliest days and consists of many notable retail manufacturers. He’s acknowledged as an innovator, speaker, and mentor. A graduate of Purdue College, he’s a lifelong musician who’s passionate in regards to the music business.
Adapting Retail Methods Saved Enterprise in Beat
Clem, as each a retail knowledgeable and musician, noticed many adjustments affect how on-line music purchases work. Essentially the most vital change was how instrument purchases moved from in-store to on-line.
“We work arduous to assist prospects in that transition by including extra worth and belief. That features issues like our free two-year guarantee, free tech help, free transport, our well-known 55-point guitar inspections, and our extremely skilled product specialists,” he advised The E-Commerce Instances.
That journey for Sweetwater adopted a powerful roadmap of recent concepts to serve prospects. At present, the corporate is discovering thrilling development in markets like content material creators, Ok-12 schooling, and used gear.
One other landmark is the music mecca’s new distribution facilities that serve most prospects with one-to-three-day transport.
Hitting the Proper Notes Amid Market Challenges
Sweetwater faces the identical mounting challenges as different on-line retailers, similar to financial uncertainties and shifting client habits. Nonetheless, the corporate additionally efficiently navigates its personal set of distinctive challenges within the music business.
“Prospects need belief and worth greater than ever, and we’re additionally seeing heightened curiosity in financing choices,” Clem supplied.
Past that, Clem sees sturdy demand and engagement amongst music makers. It’s a high-passion business that stays sturdy even in unsure economies, he noticed.
Assembly that hallmark for patrons is a crucial objective. So, staying true to the corporate’s roots is his important focus as CEO.
“For over 4 many years, our tradition has been centered on integrity, serving others, obsessing over particulars, innovating, and treating prospects as associates. It’s a profitable recipe,” he added.
Enjoying Up Buyer Service
Sweetwater is understood for its over-the-top customer support and 650 highly-trained gross sales engineers. Clem sees that fame among the many most profitable e-commerce methods he applied to develop the corporate.
“As a buyer, you might be paired up with considered one of these specialists who will get to know you personally and might present experience and proposals alongside your musical journey,” he defined.
In consequence, the corporate will get to know its prospects at a really deep stage. That permits Sweetwater to offer a number of the most superior personalization and one-to-one advertising in all of retail, he concluded.
“I typically inform folks that the place we buy could turn into much less attention-grabbing, however the place we analysis and uncover new merchandise is the place retailers will probably be competing for a bonus. That’s the place we put our vitality at Sweetwater,” he mentioned.