Coldwater Creek Chairman Addresses DMA's Catalog Dinner

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NEW YORK -- More than 100 direct marketers attended the Direct Marketing Association's Catalog Council Networking Dinner April 26 at the Sky Club here.


Keynote speaker Dennis Pence, chairman of Coldwater Creek, stressed the importance of superior customer service. He told attendees that a focus on customer service across Coldwater Creek's retail, catalog and online operations has helped the company maintain a high customer retention rate.


He cited examples of how the company has improved online service, including a home page load time of two seconds, real-time stock status and sorting items by how a customer shops.


Pence also stressed the importance of site tracking and looking at what competitors are doing.


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