CEO Richard Johnson says Foot Locker is focused on turning around the online fortunes of its Eastbay brand.
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“I’m very surprised if I get an e-mail back the same day when I’m e-mailing customerservice@,” he says. “E-mail should be treated like the other customer service methods. Customer service is customer service, whether it comes through the phone, chat or e-mail. Did you help the consumer? Did you leave the right lasting impression? Did you build on brand loyalty? With chat and e-mail, retailers are finally realizing how important it is to answer these questions and today are doing things better.”