Spotlight on NCOF

| MCM staff

Welcome to our continuing series highlighting the speakers of the National Conference on Operations & Fulfillment, which Multichannel Merchant co-sponsors

Lillian to get even more personal

| Jim Tierney

It’s no secret that Lillian Vernon takes pride in personalization. After all, the venerable gifts and housewares cataloger was founded 56 years ago around

Are Two Carriers Better Than One?

| Jeff Jolin

When it comes to striking a balance between controlling costs and maintaining service levels, is it better to use multiple carriers or a single carrier? That question is becoming increasingly relevant, thanks to dramatic rate hikes and frequent changes in the parcel industry. Both approaches have merit, but to determine what

MCM E-Special Report: Get a handle on site abandonment

| MCM staff

Most marketers understand that Website abandonment is a problem, but they don’t always know how bad it is. The 2007 Harris Survey of Consumer Behavior Online, sponsored by online software and services provider Tealeaf, reveals that 42% of consumers abandon a site when they experience problems.Some customers are using your site for research before heading to your store or picking up the phone to order. Or the quality of traffic on your site may have more to do with the problem. It’s the seemingly qualified customers who abandon that you need to be concerned about. Multichannel Merchant’s e-special report tells you where site abandonment stands, why it happens, and what you can do about it.

Study: Southerners more likely to register a complaint

| MCM staff

According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.

Optimizing the Customer Experience

| Kathleen Peterson

A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.