An Innovation Checklist for Direct to Customer Operations

| MCM Staff

The recent Executive Operations Forum at Operations Summit 2017 generated many ideas and cost-savings tips. What improvements, best practices and innovations have you implemented in your contact center, fulfillment and inventory management? Here are 27 innovations that six direct to customer companies attending the forum have implemented.

ebags

eBags On the Importance of Consistent Brand Communication

| Mike O'Brien

Catherine Harrison, director of operations for eBags, talks about her company’s approach to keeping its customers in the loop and satisfied. eBags is a finalist in the category of brand communication for the third annual Excellence in Customer Experience Awards, to be presented at a March 29 luncheon ceremony at Operations Summit 2017 in Pittsburgh.

Lands’ End on Being a Customer Experience Leader

| Mike O'Brien

What does it take to be a customer experience leader? Kelly Ritchi, SVP of Employee and Customer Services for Lands’ End, talks about the iconic brand’s philosophy and approach to customer service, what sets it apart and the business benefits it sees as a result. The company is a finalist in the leadership category for the Excellence in Customer Experience awards from Multichannel Merchant; winners will be announced during a luncheon on March 29 at Operations Summit 2017 in Pittsburgh.

5 Ways Call Center Outsourcing Can Help Increase Profitability

| Curt Barry

Outsourcing your call center functions to a qualified call center company gives management more time to focus on developing products, customer acquisition, marketing campaigns and other growth initiatives. See what other benefits you can gain from an outsourcing arrangement.

Sunglass Hut Talks Excellence in Shipping and Delivery

| Mike O'Brien

What are the key components of creating an excellent shipping and delivery experience for your customers? Chris Kobus, vice president of ecommerce and marketing for Sunglass Hut, discusses with Multichannel Merchant how his brand is able to achieve this on a consistent basis. Sunglass Hut is a finalist for the 2017 Excellence in Customer Experience Awards; finalists and winners will be recognized at Operations Summit 2017, March 27-29 in Pittsburgh.

Gap Birchbox

Birchbox on Achieving Excellence in Packaging

| Mike O'Brien

Pooja Agarwal, Vice President of Operations for Birchbox, talks to Multichannel Merchant Senior Content Manager Mike O’Brien about the company’s approach to packaging and how it achieves consistent excellence in this key area of the customer experience. The company is again a finalist in the category for the Excellence in Customer Experience Awards, with winners announced March 29 at Operations Summit 2017 in Pittsburgh.

How Data Science is Driving Customer Satisfaction

| Sujay Kar

The ecommerce space is going through a major transformation where one-to-one marketing and personalization are driving innovations through technologies like machine learning. Here are five ways data science can help drive customer satisfaction.

L.L. Bean, ecommerce, catalog, ecommerce catalog, Leon A. Gorman, ecommerce pioneer

L.L Bean on Creating Excellence in Brand Communication

| Mike O'Brien

What does it take to create excellence in brand communication? L.L. Bean, an iconic brand, has been doing it right for decades. Brad Mason, the company’s SVP of brand communication, discusses the company’s approach with Multichannel Merchant. The company is a finalist in the category for this year’s Excellence in Customer Experience awards, with the winners announced March 29 at Operations Summit 2017 in Pittsburgh.