Can listening to your customers’ needs and wants actually provide a new strategic direction for your business?
Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback.
Shep Hyken’s opening comments focus on 1-800-Flowers’ competitive strengths, which all companies should be focusing on to provide outstanding customer service:
Shep begins his interview with Chris McCann, president and CEO of 1-800-Flowers, by asking what has given his company a unique advantage over other florists or other floral networks. Chris said that from the beginning, they tried to stay in touch with their customers to understand why they were doing business with them, and what customers expected and wanted. By listening to customers, they expanded their product line to include gourmet foods (rather than only floral arrangements) which has become more than half of their business.
They found that as they added these products, the customers didn’t buy less flowers, they only bought more often. The company constantly works to figure out, how to enhance the value that they bring to their customers? As a result, 1-800-Flowers went from being a retailer selling a product to becoming a value-added service solving customers’ gift-giving needs.
Chris McCann has been 1-800Flowers’ President since September 2000 and Chief Executive Officer since June 2016. Mr. McCann is a member of the Board of Trustees of Marist College.
Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.
“Always ask yourself, ‘What is the job the customer is hiring us to do?’ When we know what that is, it’s pretty simple.” – Chris McCann
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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