Circuit City’s Fiona Dias tells how to integrate web and store operations
It’s no secret that retailers get more sales from customers who shop with them in multiple channels, but providing an integrated retail environment to support multi-channel shopping and customer service isn’t easy. “Integration of the online and in-store experience requires coordination across the organization,” says Fiona Dias, marketing chief of Circuit City Stores Inc. and president of its online division Circuit City Direct, who in her keynote address at next month’s Internet Retailer 2005 Conference & Exhibition will talk about building a profitable multi-channel customer base through integrated web and store operations.
“We all know that’s easier said than done,” Dias says. “People, processes and technology must come together to deliver a seamless experience to customers.”
In her keynote address on Wednesday, June 8, Dias will share insights into how Circuit City has built a reputation as a leading provider of a multi-channel shopping experiences, including its service that lets customers pick up products in stores minutes after ordering them online.
Circuit City has been a pioneer in integrating multiple channels ever since it launched CircuitCity.com in 1999, and it continues to improve the multi-channel experience. Dias will discuss how Circuit City will continue its multi-channel strategy to maximize customer service and profits.
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