Getting to the Top: A Look at Overstock.com's Methodologies
Marketing and customer care don’t talk to each other! This is the rallying cry of so many of you in both marketing and the call center. But one company—Overstock.com—has done the impossible. With the help of Stormy Simon, Ovestock.com’s change management champion, the company has become a true pioneer of marketing and call center collaboration.
In this sit-down interview Simon, SVP Marketing and Customer Care for Overstock.com sits down with Blake Landau after keynoting Call Center Summit.
Simon discusses the methodologies used to attain the number two spot among all U.S. retailers, according to rankings published by the National Retail Foundation and the American Express Customer Service Survey. Overstock.com’s CEO Patrick Byrne knows the value Simon has brought to the entire company. Byrne said, "I have learned a lesson I wish to share with corporate America: if you want to make your company customer-centric, just take the most stubborn, unbending, hard-headed, customer-loving employee you have, and put her over customer service. The company gets customer-centric quicker than you ever thought possible."
As a non-risk averse customer champion Overstock was able to do a make-over on their customer service offering. Simon has achieved customer service excellence and improved brand strategy with a handful of methods. Simon set up call center certification and online education programs for call center representatives. She implemented CRM software by RightNow Technologies to improve the responsiveness of Overstock.com’s call center representatives.
Simon is proud to say she is ambitious about the customer experience and she wasn’t afraid to move against the grain in her call center management tactics. Find out how in this exclusive sit-down interview.