With an over 150-year history and revenue exceeding $25 billion, Macy’s is indisputably a retail empire. But over those years, customer service has changed. Management used to be in store dealing with customers everyday while now, feedback systems must be implemented so that people like Timothy Teran, Senior Vice President of Consumer Insights & Strategy for Macy’s, can understand and respond to customers.
In this podcast interview, Timothy Teran, Senior Vice President of Consumer Insights & Strategy for Macy’s, talks about programs like My Customer Engagement and Magic Selling. “We are in the service business,” says Teran. “The biggest pain point for a customer will always be if they come in the store and they want help and they can’t get that help.” Listen to the podcast to hear how Teran is ensuring that this doesn’t happen in any Macy’s stores or on Macys.com.
Teran is on the advisory board for the Next Generation Customer Experience conference which will take place in March in Las Vegas. Visit the website to learn more about the program.
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