Track 1 Strategy - Customer Case Study: Customer Service in a Changing Market Environment

A session at KANA Connect - Las Vegas

  • Amanda Nelson
  • Amy Jo Stark

Monday 24th September, 2012

4:10pm to 5:00pm (PST)

The combination of a sluggish economy and web savvy customers have transformed the way we shop. Instead of talking about the latest products at the mall and walking into the retailer’s storefront, we “talk” on Facebook and Twitter and “walk” into the website. Increased competition from online-only retailers are squeezing profit margins for traditional stores to near zero. In this new era, how do you create a personalized experience for a customer you will never meet? How do you retain loyal customers when the latest .com vendor continues to slash their prices? Retailers like Best Buy have learned that high quality Customer Service is a critical success factor to survive in this new climate. Join us for a panel discussion with Best Buy to talk about strategies they have adopted to retain customers and provide superior customer service in this changing market.

About the speakers

This person is speaking at this event.
Amanda Nelson

Manager, ECC Capabilities, Best Buy, Inc.

This person is speaking at this event.
Amy Jo Stark

Senior Director, Enterprise Customer Care, Best Buy, Inc.

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Time 4:10pm5:00pm PST

Date Mon 24th September 2012


Gracia 2, The Cosmopolitan Hotel

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