omni channel presentation
Post on 18-Aug-2015
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Omni Channel Overview1. Make the customer experience effortless
2. Use HEART on every call
3. Make Magic
What I Learned 1. Omni Channel Tools/Programs
2. Business Operations
3. Bloomingdale’s Focused Agent Team
Internship Project1. Strengthen Communication between Associates,
Leads and Managers
2. Associate Focus Groups
3. Useful Feedback
SWOT AnalysisStrengths -Friendly atmosphere-Flexible schedules-Great Company Culture-Learning and development opportunities-Training opportunities-Promotional opportunities
Weaknesses-Inconsistent levels of associate product knowledge-System and computer issues-VOC survey rating numbers are backwards (1=best, 5=worst)
Opportunities-MSA and other technological updates-Reach meetings-Warehouse and store training-More opportunities to learn and develop skills-More opportunities for advancement
Threats-Other online retailers such as Nordstrom, Saks Fifth Avenue, Neiman Marcus and Amazon-Other MCCS centers-Other online companies-Other call centers in geographical area
-Great Company Culture -System and computer issues
-Warehouse and store training
-Other online retailers such as Nordstrom, Saks Fifth Avenue, Neiman Marcus and Amazon
Internship Overview1. Interned for America’s Department Store
2. Developed my Communications, Retailing and Customer Service Skills
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