Support Your Customers

Everyone at your organization must support the customer, not just contact center reps. If your customer is a female between the ages of 35 and 60, your Web developers must build a site that supports her and the way she shops. This is not about what the developer wants, or what the developer thinks will challenge the customer; this is about supporting the customer's shopping experience.

—Christine Laczai, vice president,

e-commerce, Coldwater Creek

heard at: eTail 2005, Philadelphia