MULTICHANNEL MERCHANT » ARCHIVES FOR DEBRA ELLIS
The debate over international outsourcing is passionate. With protectionists and free trade advocates drawing battle lines. Isn
Penny Lane. J.C. Penney. Penny Management?
Though it might not fit with the first two, penny management is a simple concept that can yield exceptional results and save you money. Every penny saved when mailing 10,000 pieces or processing 10,000 orders is an extra $100 on the bottom line.
Successful multichannel integration begins with operations. Customers receiving promotions encouraging them to cross channels expect universal service. In other words, if they can buy unconditionally from the catalog, Internet, and/or store, they should be able to return, exchange, and resolve any issue at any channel.
Backorders are the bane of many an inventory manager
The American Customer Service Index recently released fourth quarter results. The good news is the index is at its highest overall level since 1995. Does this mean that the focus on customers is finally successful? Only if you think a score of 74 out of a possible 100 is acceptable. At best, it is a C grade; at worst, it is a C minus
The returns management process is undergoing an extreme makeover. Refusing to remain a neglected supply chain component pushed off into a dark corner,
Companies everywhere are struggling with the dynamics of how to profitably grow their business in a changing economy. Customers continue to demand exceptional service even when sales and profitability are declining. Employees are disgruntled, and shareholders are dismayed. Management is searching for the key to success and finding that all roads seem to lead to customer service.
Every business has slow periods. Some measure it in days, others in weeks. The dwindling sales reduce calls, packages, and productivity. The company becomes lethargic, and employees become nonchalant.
This year, try something different. Use the downtime to recharge and revitalize your organization. Here are some tips:
Key metrics such as attrition and acquisition rates are great performance indicators. Unfortunately, they do not identify specific customers and their value to your business. Find out what it takes to bring your missing customers back from the dead.
Do you wish you could improve service while reducing costs? Or reduce risk when making decisions? Benchmarking will help you do all that and more. So why are you not benchmarking today? It