E-commerce musical instrument provider Sweetwater won’t be singing a brand new tune below its newly-appointed CEO, Mike Clem. As a substitute, the corporate might be cranking up the amount to remain true to what it does finest — assembly its clients’ wants.

The music expertise 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 and marketing that orchestrated strategic development plans and innovation in all areas of the enterprise. As chief digital officer, he oversaw the net purchasing expertise and technique that turned instrumental in driving Sweetwater’s development.

“Mike is a pure option to grow to be CEO and president and has performed a key function in our large development and success for the previous 20 years,” stated Hopkins. “I’ve had the pleasure of working alongside Mike and am assured in his management and imaginative and prescient for the long run. Sweetwater is in nice palms.”

Clem’s means to guide the corporate into the long run 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 guaranteeing that we proceed to handle our clients, our workers, and their households, and our vendor companions,” he stated.

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 Stored Enterprise in Beat

Clem, as each a retail skilled and musician, noticed many adjustments impression how on-line music purchases work. Probably the most important change was how instrument purchases moved from in-store to on-line.

“We work arduous to assist clients in that transition by including extra worth and belief. That features issues like our free two-year guarantee, free tech assist, free transport, our well-known 55-point guitar inspections, and our extremely educated product specialists,” he advised The E-Commerce Occasions.

That journey for Sweetwater adopted a robust roadmap of recent concepts to serve clients. Presently, the corporate is discovering thrilling development in markets like content material creators, Okay-12 training, and used gear.

One other landmark is the music mecca’s new distribution facilities that serve most clients 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 shopper conduct. Nevertheless, the corporate additionally efficiently navigates its personal set of distinctive challenges within the music business.

“Clients need belief and worth greater than ever, and we’re additionally seeing heightened curiosity in financing choices,” Clem supplied.

Past that, Clem sees robust demand and engagement amongst music makers. It’s a high-passion business that stays robust even in unsure economies, he noticed.

Assembly that hallmark for patrons is an important purpose. So, staying true to the corporate’s roots is his primary focus as CEO.

“For over 4 many years, our tradition has been centered on integrity, serving others, obsessing over particulars, innovating, and treating clients as buddies. It’s a successful recipe,” he added.

Enjoying Up Buyer Service

Sweetwater is thought 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 one in every of these specialists who will get to know you personally and might present experience and suggestions alongside your musical journey,” he defined.

Because of this, the corporate will get to know its clients at a really deep degree. That enables Sweetwater to offer a number of the most superior personalization and one-to-one advertising and marketing in all of retail, he concluded.

“I typically inform people who the place we buy might grow to be much less fascinating, however the place we analysis and uncover new merchandise is the place retailers might be competing for a bonus. That’s the place we put our vitality at Sweetwater,” he stated.