Focused on the Relationship

Key point to her success: “I combine technology with relationship building to create a team atmosphere.” For example, she and her team created an intranet to help agents with customer data, selling techniques and product knowledge.

What drives her: Before joining Orvis, Wolfe had a thought-provoking experience when placing a catalog order. “My kids were screaming in the background, and the agent offered to call me back in five minutes. I was skeptical. But sure enough, she did, and her rapport on the phone was brilliant. She ended up selling me another $100 worth of products. Now I’m constantly aware of the impact an agent can have. … Here at Orvis, that drives me: How to recreate that environment, how to train agents to support that environment so both the customer and the agent have a great shopping experience together.”