PERSONAL TOUCHES
BY JENNIFER BRUGH
A ONE-ON-ONE WITH DIRECTOR OF INTERNET SALES,
COLLEEN DIGILIO, TO TALK ABOUT WHAT IT MEANS TO
BE THE FACE OF YOUR ONLINE SHOPPING EXPERIENCE.
Elevating
Experience
Your Online
You’ve been in sales, human resources, repairs, and management positions. Now you’re the Director of Internet Sales. Do you think all of your roles have helped you serve people better online? Absolutely. I know so many clients really well, so I touch base with a lot of people. With online sales, a lot of people reach out to us through either chat, email, or by calling our 1-800 number. Those all come to me, and I get in touch with them. A lot of the people reaching out are just looking for answers, so I can tell them what products we have in store and what products we have available to purchase online. From there, people determine whether they want to come in to buy or check out online. Shopping online is so convenient, but unlike most online purchases, I’m here to help facilitate and elevate their online experience, as much or as little as each individual client may need me. You get to have interactions with clients before they come into the store – almost like a personal shopper. How does the personal shopper experience work at C.D. Peacock? However it serves the customer best. For example, we can do Zoom calls or FaceTime with people who might be traveling, or if they are in town but just don’t have time to come into the store. I can also email or just speak with them on the phone – whatever each client is comfortable with. Video is great because I take them around the store to show different options of things we have available, and even try them on, so they feel like they’re shopping in person. I can help clients purchase over the phone or online – and can either ship it or even bring it to their house if they’re local.
What’s one thing you want people to know about the online shopping experience with C.D. Peacock? Often online chats start with, “are you a real person?” Yes, I am a real person. One client asked me, “Pepsi or Coke?” I said, “Diet Coke.” And he’s like, “Okay, you’re real.” Many people expect that I’m a robot I guess – ha! Once they know I’m a real person and I’m here to help them, they get really comfortable with me right away. When some people come in and see me or meet me, they’re like, “you’re the online girl!” I always smile and say, “yeah, that’s me!” It’s a fun connection. You’ve been with C.D. Peacock for almost 20 years – what has that been like? It’s been great. I’ve loved working for the Holtzman family. They have been very personal with everything. They know who all our associates are. They will come in and tell you that you’re doing a great job, which is not like most companies nowadays. So, it’s been really amazing to work for them for so long.
Since 2003, Colleen Digilio has been a part of C.D. Peacock, holding various positions throughout the company. Growth in both her professional career and in customer relationships has always been a top priority for Digilio, which we think is a pure reflection of company culture. So, when online sales became a serious mission for C.D. Peacock, there was no one better than Colleen to handle the role.
What is your favorite thing about being C.D. Peacock’s Virtual Personal Shopper?
Putting customers at ease – people put a lot of trust in us. Being a part of someone’s personal moment and purchase is a huge responsibility and it is not one we take lightly.
68 | C.D. PEACOCK MAGAZINE
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