Coldwater Creek Chairman Addresses DMA's Catalog Dinner
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.