HAPPY RETURNS

| Curt Barry

How to reduce customer returns – and their costs The rapid rise of e-commerce has led to an increase in the rate of returns, or so say some industry observers.

Allpets, all the time

| Paul Miller

Pet products marketer PetQuarters is betting the farm on its Allpets brand – which is significant once you consider that PetQuarters bought Allpets less

Alligator Wrestling

| Bill Kuipers

Warehousing and distribution are suddenly in the spotlight as critical elements of the direct commerce formula. Responsibility for distribution requires

call center

| MCM staff

Vice President Profit and loss and strategic responsibility for the success of the telemarketing operation, including:- Profit and loss responsibility

fenvessy on personnel

| MCM staff

Writing the Job Description As in most enterprises, the success of a fulfillment operation depends, in large part, on the quality of its people at all

Outward Bound

| Rama Ramaswami

Every April, it’s travel time for the editors of Operations & Fulfillment. That’s when we scurry around the country visiting five trade shows in four

fenvessy on personnel

| MCM staff

Productivity Improvement and Cost Reduction The overall goals of the executive in charge of fulfillment should be three-fold:- provide fast order turnaround;-

customer service

| MCM staff

Customer service remains the cornerstone of direct-to-customer operations, just as it did when Stanley J. Fenvessy wrote his classic guide to fulfillment

PACKAGE INSERTS

| Shayn Ferriolo

Mailers say no to e-tailer inserts Catalogers prefer to stick with the programs of their peers With the Internet offering a viable new channel for remote