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.

Achieving the Perfect Customer Order: Where Does It Begin?

| Allison Manetakis

Critical to meeting customer expectations is delivering on the perfect customer order: the right product at the best price, when and where they want it. Find out what the key components are to making this happen, delighting customers consistently and driving loyalty while maintaining operational efficiency.

3 Ways to Drive the Retail Customer Experience

| Lori Mitchell-Keller

When shopping for a product, the price and quality of an item are often key differentiators for consumers. In today’s digital world, however, the customer experience is equally, if not more, important. Here are three ways retailers can drive the customer experience.

Kohl’s Using Technology to Transform the Customer Experience

| Mike O'Brien

Retailers need to focus less on the “shiny new objects” and instead focus on systems and solutions that actually move the needle, Ratnakar Lavu, Chief Technology Officer for Kohl’s said at NRF’s Big Show. See what tech tricks the company has up its sleeve, which are coming down the road and how they’re boosting loyalty and engagement.