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Embracing Social Media to Enhance Customer Experience
Many companies have developed robust social media platforms for marketing and advertising, but aren’t quite sure how to manage customers who visit a company’s site to lodge a customer service inquiry, simply vent or even express satisfaction with a product or service.
They simply run away from customers. Yet, these same companies would never ignore a customer phone call or email, probably because it seems more controllable than the social media environment.
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Macy’s creates two new C-level positions
Macy’s named longtime executive Peter Sachse to a new position with added responsibility for merchandising and said Justin S. MacFarlane joined the company as chief strategy, analytics and innovation officer.
The company said the changes were part of the company’s plan to, “aggressively to grow its omnichannel business based on intensive insight into evolving consumer preferences and changing shopping patterns.”

