SOURCE: KANA Software, Inc.

KANA Software, Inc.

September 16, 2013 10:00 ET

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

NEW ORLEANS, LA--(Marketwired - Sep 16, 2013) - KANA CONNECT 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 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 there."

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 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, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

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