Case Study : Saks Fifth Avenue
Post on 14-Apr-2017
Images from www.Saks.com.
If a company has a brick and click business that does not offer its consumers a seamless, integrated experience, it may hurt the brands identity and long-established reputation. This couldnt be truer for multi-channel retailers that have worked hard to establish and maintain a reputation for superior in-store customer service, style and loyal followership.
Does your company offer your customers a seamless experience across all business
Authored and delivered training program to Customer Service team of 70 to prepare for launch of new dot com business, within a three
week time frame.
In the summer of 2000, Saks Fifth Avenue launched saks.com, offering an enhanced, personalized, online shopping experience. What was needed was a transformation at the distribution center and call center that would offer customers the same legendary service offered in stores. With the existing FOLIO catalog distribution center and call center
located in Aberdeen, MD, a re-vamp was needed to the entire operation to incorporate full support for this new channel. The operational challenges were: 1) Coordinating with other SAKS channels to create a seamless brand experience; 2) Optimizing inventory deployment across all business channels; 3) Cost effective shipping and fulfillment; 4) Coordinating price and promotions with other departments; and 5) Processing and accounting for returns. Training was going to be a crucial element to making this a success. As part of the team, I was charged with authoring and delivering a rigorous, customized training program. Training in the following areas included: Account Registration & Login; Order Process & Checkout; Site Navigation; Selling Features & Functionality; Customer Service Skills; Returns Made Easy (Returns & Exchanges); Web FAQs; Email Systems; Product Consultants & SMEs (Product Experts); Sales & Service Associates; Business Rules; Security Policies; Quality Monitoring Program; and Technical Support. Over a two-week period, my colleague and I taught and delivered training to the new Customer Service organization.
Today Saks.com is ranked among the top 50 online destination retailers worldwide, according to Internet
CASE STUDY: THE DOTCOM YEARS: TRAINING FOR MULTI-CHANNEL RETAIL
HOW CREATING A STRATEGIC TRAINING PROGRAM HELPED A LUXURY BRAND MAINTAIN ITS LEGENDARY REPUTATION
In the summer of 2000, Saks Fifth Avenue launched saks.com,
offering in-store categories, as well as exclusive products and content. Saks.com delivers an
enhanced, personalized shopping experience, and is committed to
providing the same legendary service and style found in all Saks
Fifth Avenue stores. History of Saks Fifth Avenue,