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Patti Freeman Evans |
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Multi-Channel Success, an International Perspective: Stories from the Front Lines |
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Multi-Channel retailers are challenged to meet customer expectations for a consistent brand experience across different channels whether they are stores, the internet, call centers, catalogs, or even mobile. If managed well, multi-channel strategy and communications can be an important driver of customer loyalty – but if managed poorly it can lead to customer confusion and dissatisfaction. Learn from both a US and European retailer as they discuss their cross-channel strategies to achieve effective internal coordination, consistent presentation, and thrilled customers. |
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Biography |
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Patti Freeman Evans is a Research Director with JupiterResearch, focusing on multi-channel retail strategy, with nineteen years of diversified experience, expertise in creating customer-centric ecommerce sites, integrating channels effectively, developing innovative marketing initiatives and ensuring high-standard customer service and order fulfillment operations. Freeman Evans has been quoted in major media outlets such as The Wall Street Journal, The New York Times, The Chicago Tribune and Business 2.0, as well as in industry publications such as Internet Retailer, Executive Technology. Freeman Evans has also appeared on NBC Nightly News, CNBC, BBC, CNN, NPR, PBS, Fox Business News Network and BNN. Before joining JupiterResearch, Freeman Evans held leadership positions with leading internationally known companies like Bloomingdale's and Godiva Chocolatier. Most recently, Freeman Evans was Director of Shopping Services with Bloomingdales.com where she touched on all aspects of the multi-channel retail business. Brought on board to create and launch Bloomingdale's Bridal Registry website with WeddingChannel.com, Freeman Evans directed all aspects of the business, from concept to implementation, including backend, customer service and store integration issues. In her previous capacities at Bloomingdale's Freeman Evans led the International Marketing Department and implemented award-winning multiple-media marketing and retention programs. Further, Freeman Evans has done project work to develop interactive educational products for adults and children. Freeman Evans holds a B.A. in Business Administration and Studio Art from Franklin and Marshall. In addition to her duties with Jupiter Research, she has taught E-commerce at the Fashion Institute of Technology in New York City. Freeman Evans is also the Vice Chairman of the Board of Directors for shop.org, a membership organization that serves the online and multichannel retail community and a division of the National Retail Federation.
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Name:
Patti Freeman Evans 