1-800-FLOWERS CEO Jim McCann Cites Focus on Customer Experience as Key to Success


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1-800-FLOWERS.COM CEO Jim McCann Cites Focus on Customer Experience as Key
Catalyst for Business Growth;

Jim McCann Keynotes KANA Connect North America Annual Customer Conference;
1-800-FLOWERS.COM Using KANA Cloud Customer Service Technology

KANA CONNECT 2013 – NEW ORLEANS, September 16, 2013 – Few company leaders
can attest to the value of customer experience more than 1-800-FLOWERS.COM
CEO Jim McCann. The company was one of the
first retailers to leverage a 24/7 toll-free telephone number and the Web
for direct sales to consumers, growing a single flower shop into the world’s
largest florist with revenues exceeding $700 million. McCann gave the
keynote address during today’s KANA Connect

na-connect-na> user conference in New Orleans, sharing his customer service
insights and best practices with attendees – representatives from commercial
enterprises and government, including many of today’s most revered brands
and cities.

“Consistency counts in delivering world-class customer experience,”
emphasized McCann while addressing the assembly of customer service
practitioners. “At 1-800-FLOWERS, it is our job to make it easy for
customers to act on their thoughtfulness wherever they wish to engage with
us – in a retail store, online, on their mobile device or within their
social networks. The challenge for our customer care organization is to
provide the same reliable and memorable experiences across every service
channel – to recreate the same experience we had with the 35 key customers
in our first retail store for the 35 million customers we have today.
Fortunately, we’ve always been willing to adopt new technologies – and
partner with industry leaders such as KANA – to deepen our relationships
with customers.”

Over the years and through a combination of internal development and
strategic acquisitions, the 1-800-FLOWERS.COM family has expanded to include
many other well-known gift brands including: Fannie May Fine Chocolates,
Cheryl’s, The Popcorn Factory, 1-800-Baskets.com, Celebrations.com and
BloomNet among others.

“In a customer-centric culture like ours, instilling trust and convenience
as you grow your business is imperative,” continued McCann. “Engaging
directly with your customers and using the insights this analysis provides
is key to building customer loyalty. Today’s 24/7 consumer culture demands
that technology be your ally. Mobile devices, for example, are now the
remote controls of our lives. Make sure customers can reach you there in an
instant. Don’t pass them to another channel. Assist them right then and

Never one to shy away from leveraging technology to further its business
goals, 1-800-FLOWERS.COM in early 2013 selected KANA omni-channel customer
service technology in the cloud to further its customer experience
initiatives. The company’s customer service agents use a KANA system

mpaign=kana-connect-na> to capture, access and share knowledge that
improves customer interactions and accelerates customer support resolutions.

“We help our customers express themselves and connect with the important
people in their lives, so connecting them with consistent service
experiences goes hand-in-hand with this mission,” said McCann. “KANA helps
us manage service across traditional and digital channels, and quickly add
more agents during peak gift seasons, making it a valuable asset to
1-800-FLOWERS.COM. Placing customer profiles on agent desktops alongside
details about past orders and offers ideal for each helps our employees
personalize the relationships that are central to our business.”

About KANA Software

KANA understands the value of great Customer Service experiences. We know
every channel through which a customer communicates with-and about-your
brand. We provide on-premises and cloud solutions for large enterprises and
mid-market organizations. By unifying and maintaining context for customer
journeys across agent, Web, social and mobile experiences, KANA solutions
have reduced handling time, increased resolution rates and improved net
promoter scores (NPS) at more than 900 enterprises – including many of the
Fortune 500 and more than 250 government agencies. At KANA, we help create
differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For
more information visit www.kana.com

m=kanasoftware&utm_content=800-flowers&utm_campaign=kana-connect-na> , phone
+1 800-737-8738, and follow KANA on Twitter @KANAsoftware

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