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| Starbucks ..."hanging out with our customers online ..." "It’s about hanging out with our customers online.
Starbucks wants to be where its customers are, but in a way that’s relevant
and adds value to their experience. It may sound
easy, but in reality it’s extraordinarily difficult to replicate the social
conversations that take place in a coffee shop and bring them to life
online." Starbucks VP Brand Content & Online Chris Bruzzo Zappos ... "Your culture is your brand ..." “At Zappos.com we decided a long time ago that we didn’t
want our brand to be just about shoes, or clothing, or even online retailing.
We decided that we wanted to build our brand to be about the very best
customer service and the very best customer experience. We believe that
customer service shouldn’t be just a department. Your culture is you brand."
Zappos CEO Tony Hsieh Amazon ... “Zappos has a customer obsession ..." “Zappos has a customer obsession which is so easy for me
to admire. It is a starting point for Zappos. It is the place where Zappos
begins and ends. And that is a very key factor for me. I get all weak-kneed
when I see a customer-obsessed company, and Zappos certainly is that.”
Amazon CEO Jeff Bezos Wet Seal ... “We can get a read on where our customer is headed faster than ever ..." “We can get a read on where our customer is headed faster
than ever before. It gives us unbiased, immediate feedback on what the
customer is doing with the merchandise. She’s voting on it. So we get
a lot of information about trend. Buying decisions can be adjusted accordingly."
Wet Seal CEO Ed Thomas Macy's ... "A bright spot in our business is the Internet ..." "A bright spot in our business is the Internet. We remain
very excited by the possibilities for our direct-to-customer strategy
and it is becoming increasingly integrated with our stores.” Macy's
CEO Terry Lundgren 1-800-Flowers.com ... "is all about relationships ..." “1-800-Flowers.com is all about relationships. Our mission is to help people create smiles every day. We do that with wonderful products - flowers and great food gifts. We do this in ways that make it easier for customers to shop and build bigger, deeper relationships with our company.” 1-800-Flowers.com President & COO Chris McCann (read more here)
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| JCPenney ... "accommodate our social-media and mobile strategies....." “We have a tremendous amount of innovation going on in
the entire digital space. We are dramatically changing our entire infrastructure.
Our entire customer database is being merged - direct and stores - so
it can accommodate our social-media and mobile strategies.” JCPenney
CMO Mike Boylson Pizza Hut ... “online social media, we’ve been there since day one ..." “At Pizza Hut, any time a customer has been socially discussing
our brand, we’ve tried to become part of that discussion. In the world
of online social media, we’ve been there since day one.” Pizza
Hut Chris Fuller Sr. Manager of Public Relations & Emerging Media Best Buy ... "the art of what’s possible with digital ..." "The more technology’s complexity increases, the more difficult it becomes to keep pace with it. The Connected World, and Best Buy’s job is showing customers the art of what’s possible with digital technology. We believe that the promise of technology has never been greater to help people realize their dreams.”Best Buy CEO Brian Dunn (read more here) Shop.Org ... "embraced larger digital strategy... focused on engaging customers ..." "Mike Ullman, chairman and CEO of JCPenney is someone
who has embraced social media and mobility as part of his larger digital
strategy. Terry Lundgren, chairman, president and CEO of Macy's is being
clearly focused on engaging customers through these new digital channels
and the My Macy's localization strategy." Former Shop.Org
Executive Director Scott Silverman.
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