Omni Channel Internship

By: Chandler Wicke

Omni Channel Overview1. Make the customer experience effortless

2. Use HEART on every call

3. Make Magic

What I Learned 1. Omni Channel Tools/Programs

2. Business Operations

3. Bloomingdale’s Focused Agent Team

Internship Project1. Strengthen Communication between Associates,

Leads and Managers

2. Associate Focus Groups

3. Useful Feedback

Omni Channel Recommendations

CommunicationFocused Assist

Help

Recommendations

SWOT AnalysisStrengths -Friendly atmosphere-Flexible schedules-Great Company Culture-Learning and development opportunities-Training opportunities-Promotional opportunities

Weaknesses-Inconsistent levels of associate product knowledge-System and computer issues-VOC survey rating numbers are backwards (1=best, 5=worst)

Opportunities-MSA and other technological updates-Reach meetings-Warehouse and store training-More opportunities to learn and develop skills-More opportunities for advancement

Threats-Other online retailers such as Nordstrom, Saks Fifth Avenue, Neiman Marcus and Amazon-Other MCCS centers-Other online companies-Other call centers in geographical area

-Great Company Culture -System and computer issues

-Warehouse and store training

-Other online retailers such as Nordstrom, Saks Fifth Avenue, Neiman Marcus and Amazon

Internship Overview1. Interned for America’s Department Store

2. Developed my Communications, Retailing and Customer Service Skills

Thank you

Questions?