Why LensCrafters Creates a Single View of its Customer

| Tim Parry

Omnichannel is a big initiative for retailers, and creating a single view of its customer has helped Lenscrafters get a grasp of it, says Samantha Sakemiller Senior Director of Omnichannel, in this video taken in February 2016 at eTail West.

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Retailers Need to See Omnichannel as a Singular Effort

| Tim Parry

If retailers are looking at omnichannel as a singular effort, then they are in a good place, says DynamicAction SVP Global Marketing Sarah Engel in this video taken during a break at eTail West in February. If they are looking at channels separately, that’s where they’re missing the boat.

Gap Birchbox

Birchbox Talks Excellence in Product Packaging

| Mike O'Brien

Birchbox’ Pooja Agarwal talks with Multichannel Merchant about how the company excels at packaging and why it matters, driving loyalty and wowing customers. Birchbox is a finalist for MCM’s 2016 Excellence in Customer Experience awards, sponsored by Innotrac + eBay Enterprise’s SmartHub division. Come see the winners at Operations Summit 2016, April 12-14 at the Duke Energy Center in Cincinnati.

5 Ways to Use Consumer Behavioral Insights

| Katie Hrdy

Most retailers would agree that consumers are the foundation of their overall strategy. If that’s the case, then understanding online behavior is critical for any ecommerce site. If you’re not currently using behavioral data or unsure if you’re using it to its full potential, use this list to get you started.

Vermont Country Store

Training Agents to Reflect the Brand at Vermont Country Store

| Mike O'Brien

Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.

Empowering Your Call Center Agents to Handle Angry Customers

| Angie Stocklin

Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.

Week in Review: Amazon As Expected Buys Into Air Freight

| MCM Staff

Ending months of speculation, Amazon says it has leased 20 Boeing 767 cargo jets from Air Transport Services Group Inc., while taking a 20% stake in the Ohio company. This gives Amazon a significant boost in its air freight capacity, as much as 15%, and signals to the major carriers it is eager to control more of its logistics destiny.

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6 Steps to a More Effective, Holistic Omnichannel Strategy

| Steven La Schiazza

A cross-functional approach is key to a successful omnichannel strategy, enabling a seamless customer experience that can drives sales and profits. Merchandising, logistics, marketing and planning departments all play a key role in the assortment, pricing and promotions that influence the outcome. Without across-the-board participation, your efforts can fall flat. Here are 6 steps to a more effective omnichannel strategy.