The document summarizes Chandler Wicke's omni-channel internship at Bloomingdale's. Some of the key things learned include omni-channel tools and programs, business operations, and the focused agent team. The internship project focused on strengthening communication between associates, leads, and managers, as well as conducting associate focus groups. The SWOT analysis identifies strengths like a friendly atmosphere and great company culture, weaknesses such as inconsistent product knowledge and system issues, and threats from other online retailers. Overall, the internship helped develop Wicke's communication, retailing, and customer service skills.

1. Omni Channel Internship
By: Chandler Wicke

2. Omni Channel Overview
1. Make the customer experience effortless
2. Use HEART on every call
3. Make Magic

3. What I Learned
1. Omni Channel Tools/Programs
2. Business Operations
3. Bloomingdale’s Focused Agent Team

4. Internship Project
1. Strengthen Communication between Associates,
Leads and Managers
2. Associate Focus Groups
3. Useful Feedback

5. Omni Channel
Recommendations
Communication
Focused Assist
Help
Recommendations

6. SWOT Analysis
Strengths
-Friendly atmosphere
-Flexible schedules
-Great Company Culture
-Learning and development
opportunities
-Training opportunities
-Promotional opportunities
Weaknesses
-Inconsistent levels of associate product
knowledge
-System and computer issues
-VOC survey rating numbers are
backwards (1=best, 5=worst)
Opportunities
-MSA and other technological updates
-Reach meetings
-Warehouse and store training
-More opportunities to learn and
develop skills
-More opportunities for advancement
Threats
-Other online retailers such as Nordstrom,
Saks Fifth Avenue, Neiman Marcus and
Amazon
-Other MCCS centers
-Other online companies
-Other call centers in geographical area
-Great Company Culture -System and computer
issues
-Warehouse and store
training
-Other online retailers such
as Nordstrom, Saks Fifth
Avenue, Neiman Marcus and
Amazon

7. Internship Overview
1. Interned for America’s Department Store
2. Developed my Communications, Retailing and
Customer Service Skills

8. Thank you
Questions?