95% of the orders at Hallmark Business Connections are processed online, CEO Tressa Angell says.
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On the contact information page of the Day’s site, visitors are invited to “Go Straight to the Top” by e-mailing or calling company president Corey. He responds each day to eight to 10 e-mails and a smaller number of calls. “How important is it for me to have a true, unfiltered understanding of the customer? I think it’s critically important,” Corey says.
Whether that kind of personalized attention will enable regional retailers to compete against online retail giants with the buying power of Wal-Mart or Amazon remains to be seen. But a retail philosophy like Mrs. B’s, if backed up by attentive customer service, could play as well on the web as it has in Omaha.