1-800-Flowers.com CEO Jim McCann is excited about the prospects for elevated customer engagement as the integration of Harry & David proceeds. Florist and gift retailer  1-800-Flowers.com  announced the acquisition of Harry & David Holdings in September 2014 for $143 million in cash. At the time, a release said the combination of the two comp...

THUMP . Jolted out of a deep sleep, I intuitively sat straight up in bed. What had just happened? It felt like the house had just jumped. But wait: Houses don’t jump . Still groggy, I squinted at the clock across the room to check out the time. It was 6:25 A.M. I looked towards the window and I could see the early morning sun starting to...

During Tuesday’s conference call to report its fiscal third-quarter financial results, 1-800-Flowers.com CEO Jim McCann paid tribute to his company’s customer service associates. As a result, McCann said their efforts paid off in the social media world. “Our proactive planning for severe weather around the Valentine holiday, which we dubbed ...

To deliver world-class customer experiences, brands must exhibit consistency, according to Jim McCann, CEO of 1-800-Flowers.com. McCann delivered the keynote address at the KANA Connect user conference in New Orleans on Sept. 16. McCann shared his customer service insights and best practices with attendees -- representatives from commercial...

You may find it easy to attract new customers with the lure of incentives, deals or promotions. BUT, are you keeping them after that? A recent Forbes article, Warning: Is Your New Customer Coming Back? 4 Steps You Should Take Now, explains that spending all that effort and time bringing in new customers may be costing you a lot more than it...

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As the holiday season approaches and the holiday shopping season descends consumers are spending more than they have in recent memory, but they are still looking to save and add value whenever possible. Adding a loyalty program for your consumers, your employees, or both can add measurable value to your business. Adding a loyalty program for ...

Customer incentives and rewards have long been a staple of retail loyalty programs, because they work. People buy more and stay loyal when they are thanked with a gift. Large corporations have also embraced loyalty programs as a way to retain customers and even grow, by offering incentives for customer referrals. One way to improve upo...