MCM CommerceChat http://multichannelmerchant.com MCM CommerceChat, where we explore all aspects of direct-to-customer commerce. Hear from key thought leaders on eCommerce, Operations and Fulfillment, and Marketing, as well as new technologies and trends that shape the industry going forward. Thu, 24 May 2018 19:46:27 +0000 en-US hourly 1 https://wordpress.org/?v=4.7.3 MCM CommerceChat by Multichannelmerchant.com, where we explore all aspects of direct-to-customer commerce. Hear from key thought leaders on eCommerce, Operations and Fulfillment, and Marketing, as well as new technologies and trends that shape the industry going forward. MCM CommerceChat clean episodic MCM CommerceChat wwpsentry-itunes@yahoo.com wwpsentry-itunes@yahoo.com (MCM CommerceChat) MCM CommerceChat by Multichannel Merchant MCM CommerceChat http://multichannelmerchant.com/wp-content/uploads/powerpress/MCM_Podcast_Logo_Design_3000_by_3000.jpg http://multichannelmerchant.com TV-G How Lane Bryant Puts the Customer First at Every Touchpoint http://multichannelmerchant.com/operations/how-lane-bryant-puts-the-customer-first-at-every-touchpoint/ Thu, 10 May 2018 18:16:03 +0000 http://multichannelmerchant.com/?p=115746 http://multichannelmerchant.com/operations/how-lane-bryant-puts-the-customer-first-at-every-touchpoint/#respond http://multichannelmerchant.com/operations/how-lane-bryant-puts-the-customer-first-at-every-touchpoint/feed/ 0 <p>Putting the customer at the center of everything a brand does is vital to success in retail and ecommerce. In the latest MCMCommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, discusses why a customer-centric approach is critical and what it looks like within his company. Listen to what Pullens has to say about how retailers can achieve this. </p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/operations/how-lane-bryant-puts-the-customer-first-at-every-touchpoint/">How Lane Bryant Puts the Customer First at Every Touchpoint</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p> Putting the customer at the center of everything a brand does is vital to success in retail and ecommerce. It means developing an understanding of their needs at every touchpoint along the shopping journey. It’s also about aligning your partners, vendors and internal teams to ensure every visitor gets a consistent look and feel while leaving room for personalized experiences.

In the latest MCM CommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, discusses why a customer-centric approach is critical and what it looks like within his company. He also talks about overcoming challenges that can hinder your efforts to deliver a seamless, end-to-end experience.

The post How Lane Bryant Puts the Customer First at Every Touchpoint appeared first on Multichannel Merchant.

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Putting the customer at the center of everything a brand does is vital to success in retail and ecommerce. In the latest MCMCommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, In the latest MCM CommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, discusses why a customer-centric approach is critical and what it looks like within his company. He also talks about overcoming challenges that can hinder your efforts to deliver a seamless, end-to-end experience.
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MCM CommerceChat clean 12:18
A Snapshot of How Merchants Are Doing in Post-Purchase http://multichannelmerchant.com/mcmcommercechat/snapshot-merchants-doing-post-purchase/ Fri, 27 Apr 2018 18:11:50 +0000 http://multichannelmerchant.com/?p=115126 http://multichannelmerchant.com/mcmcommercechat/snapshot-merchants-doing-post-purchase/#respond http://multichannelmerchant.com/mcmcommercechat/snapshot-merchants-doing-post-purchase/feed/ 0 <p>In the latest MCM CommerceChat podcast, Manish Chowdhary, CEO of Pulse Commerce, discusses the company's recent study that tracked live orders of leading merchants and analyzed 50,000+ purchase path data points. Learn what these results mean in terms of addressing the post-purchase performance gap.</p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/mcmcommercechat/snapshot-merchants-doing-post-purchase/">A Snapshot of How Merchants Are Doing in Post-Purchase</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p> Today’s mid-market online seller is struggling. Shipping costs are on the rise, profit margins are shrinking and competition is growing quickly. In an Amazon Prime world, free two-day shipping is now the expectation, and no longer a way to differentiate and delight customers. Today, shipping programs can literally make or break profitability. How do you not only compete but win in the post-purchase experience?

In this latest MCM CommerceChat podcast, Manish Chowdhary, CEO of Pulse Commerce, discusses the company’s recent study which looked at the performance and behavior of leading mid-market merchants. It tracked live orders and analyzed more than 50,000 data points throughout the purchase path. We discussed what these results mean and what merchants can do to close the post-purchase performance gap and win customer loyalty amidst fierce competition and heightened expectations.

The post A Snapshot of How Merchants Are Doing in Post-Purchase appeared first on Multichannel Merchant.

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In the latest MCM CommerceChat podcast, Manish Chowdhary, CEO of Pulse Commerce, discusses the company's recent study that tracked live orders of leading merchants and analyzed 50,000+ purchase path data points. In this latest MCM CommerceChat podcast, Manish Chowdhary, CEO of Pulse Commerce, discusses the company’s recent study which looked at the performance and behavior of leading mid-market merchants. It tracked live orders and analyzed more than 50,000 data points throughout the purchase path. We discussed what these results mean and what merchants can do to close the post-purchase performance gap and win customer loyalty amidst fierce competition and heightened expectations.
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MCM CommerceChat clean 23:23
Abercrombie & Fitch on Omnichannel Order Sourcing Best Practices http://multichannelmerchant.com/operations/abercrombie-fitch-omnichannel-order-sourcing-best-practices/ Mon, 19 Mar 2018 14:29:10 +0000 http://multichannelmerchant.com/?p=113728 http://multichannelmerchant.com/operations/abercrombie-fitch-omnichannel-order-sourcing-best-practices/#respond http://multichannelmerchant.com/operations/abercrombie-fitch-omnichannel-order-sourcing-best-practices/feed/ 0 <p>In an omnichannel world where fulfillment has become an increasingly complex proposition, order sourcing is a critical success factor for any merchant organization. Alex Volakis, senior omnichannel strategy analyst with Abercrombie & Fitch, provides key insights into the tools, processes and practices that help the company optimize its sourcing strategy in the latest MCM CommerceChat podcast.</p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/operations/abercrombie-fitch-omnichannel-order-sourcing-best-practices/">Abercrombie & Fitch on Omnichannel Order Sourcing Best Practices</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p> In an omnichannel world where fulfillment has become an increasingly complex proposition, order sourcing is a critical success factor for any merchant organization.

How often and in what circumstances do you pull from store vs. ecommerce inventory for online orders? What logic drives the decision process, and what data tools come into play? How about split shipments vs. ship complete orders?

To learn more about this important topic, we spoke with Alex Volakis, senior omnichannel strategy analyst, Abercrombie & Fitch in our latest MCM CommerceChat podcast. Alex provides key insights into the tools, processes and practices that help Abercrombie optimize its sourcing strategy.

Alex will be part of a panel discussion on this topic at Ecommerce Operations Summit, April 3-5, Columbus, entitled “Where Do I Ship From? Optimizing Order Sourcing Across Channels.” At the summit you’ll hear great speakers on topics covering all aspects of the dynamic world of direct-to-customer and ecommerce operations and fulfillment.

You’ll also have lots of opportunities to network with a great group of industry pros and see some of the latest solutions and technologies on display. Hope to see you there!

The post Abercrombie & Fitch on Omnichannel Order Sourcing Best Practices appeared first on Multichannel Merchant.

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In an omnichannel world where fulfillment has become an increasingly complex proposition, order sourcing is a critical success factor for any merchant organization. Alex Volakis, senior omnichannel strategy analyst with Abercrombie & Fitch, How often and in what circumstances do you pull from store vs. ecommerce inventory for online orders? What logic drives the decision process, and what data tools come into play? How about split shipments vs. ship complete orders?
To learn more about this important topic, we spoke with Alex Volakis, senior omnichannel strategy analyst, Abercrombie & Fitch in our latest MCM CommerceChat podcast. Alex provides key insights into the tools, processes and practices that help Abercrombie optimize its sourcing strategy.
Alex will be part of a panel discussion on this topic at Ecommerce Operations Summit, April 3-5, Columbus, entitled “Where Do I Ship From? Optimizing Order Sourcing Across Channels.” At the summit you’ll hear great speakers on topics covering all aspects of the dynamic world of direct-to-customer and ecommerce operations and fulfillment.
You’ll also have lots of opportunities to network with a great group of industry pros and see some of the latest solutions and technologies on display. Hope to see you there!
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MCM CommerceChat clean 10:45
How to Effectively Tackle Cross-Channel Customer Centricity http://multichannelmerchant.com/mcmcommercechat/how-to-effectively-tackle-cross-channel-customer-centricity/ Wed, 28 Feb 2018 03:58:21 +0000 http://multichannelmerchant.com/?p=113072 http://multichannelmerchant.com/mcmcommercechat/how-to-effectively-tackle-cross-channel-customer-centricity/#respond http://multichannelmerchant.com/mcmcommercechat/how-to-effectively-tackle-cross-channel-customer-centricity/feed/ 0 <p>In our monthly MCM CommerceChat podcast, Angie Stocklin of One Click Ventures discusses how to provide a consistent customer experience across every touchpoint to foster true customer centricity. Angie will be speaking on this topic at the seventh annual Ecommerce Operations Summit 2018, April 3-5 in Columbus, OH, in a session entitled “It Should All Look the Same: Creating True Cross-Channel Customer Centricity.” </p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/mcmcommercechat/how-to-effectively-tackle-cross-channel-customer-centricity/">How to Effectively Tackle Cross-Channel Customer Centricity</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p>  

The editors of Multichannel Merchant have launched our new monthly podcast series, MCM CommerceChat!  Each month we’ll talk to thought leaders in ecommerce, omnichannel, and marketing about trends and happenings that continue to shape the dynamic world of direct-to-consumer selling.

In this episode we caught up with Angie Stocklin, Co-Founder and Chief Operating Officer of One Click Ventures, to discuss the latest in cross-channel customer centricity. Angie oversees business operations including customer service, order fulfillment and merchandising. 

In this podcast, Angie talks about the challenges in delivering a consistent cross-channel customer experience at every touchpoint, how to set up effective communication across the organization and how to find a variety of ways to listen to the customer. 

Angie presented on on this topic at the seventh annual Ecommerce Operations Summit 2018, joining Steve Nicholas from Express, Bruce Pullens from Lane Bryant, Harlan Eplan from Radius8 and Chris Vodola from StellaService in the session, “It Should All Look the Same: Creating True Cross-Channel Customer Centricity.”

In addition to great keynote presentations, the event will featured tours of local fulfillment facilities in Columbus, fun networking events and a packed agenda covering all aspects of ecommerce and direct-to-customer operations. Our 2019 event is also being held April 3-5, 2019; you can learn more clicking here.

The post How to Effectively Tackle Cross-Channel Customer Centricity appeared first on Multichannel Merchant.

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In our monthly MCM CommerceChat podcast, Angie Stocklin of One Click Ventures discusses how to provide a consistent customer experience across every touchpoint to foster true customer centricity. Angie will be speaking on this topic at the seventh annu... The editors of Multichannel Merchant have launched our new monthly podcast series, MCM CommerceChat!  Each month we’ll talk to thought leaders in ecommerce, omnichannel, and marketing about trends and happenings that continue to shape the dynamic world of direct-to-consumer selling.
In this episode we caught up with Angie Stocklin, Co-Founder and Chief Operating Officer of One Click Ventures, to discuss the latest in cross-channel customer centricity. Angie oversees business operations including customer service, order fulfillment and merchandising. 
In this podcast, Angie talks about the challenges in delivering a consistent cross-channel customer experience at every touchpoint, how to set up effective communication across the organization and how to find a variety of ways to listen to the customer. 
Angie presented on on this topic at the seventh annual Ecommerce Operations Summit 2018, joining Steve Nicholas from Express, Bruce Pullens from Lane Bryant, Harlan Eplan from Radius8 and Chris Vodola from StellaService in the session, “It Should All Look the Same: Creating True Cross-Channel Customer Centricity.”
In addition to great keynote presentations, the event will featured tours of local fulfillment facilities in Columbus, fun networking events and a packed agenda covering all aspects of ecommerce and direct-to-customer operations. Our 2019 event is also being held April 3-5, 2019; you can learn more clicking here.
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MCM CommerceChat clean 11:20
Learn About Trends in E-Fulfillment Robotics in First MCM CommerceChat Podcast http://multichannelmerchant.com/mcmcommercechat/learn-trends-e-fulfillment-robotics-first-mcm-commercechat-podcast/ Tue, 30 Jan 2018 18:52:02 +0000 http://multichannelmerchant.com/?p=111954 http://multichannelmerchant.com/mcmcommercechat/learn-trends-e-fulfillment-robotics-first-mcm-commercechat-podcast/#respond http://multichannelmerchant.com/mcmcommercechat/learn-trends-e-fulfillment-robotics-first-mcm-commercechat-podcast/feed/ 0 <p>The editors of Multichannel Merchant are excited to announce the launch of our new monthly podcast series, MCM CommerceChat! In the first installment, Chris Elliott, managing consultant with Blue Horseshoe and a noted supply chain automation expert, talks about trends in fulfillment robotics and where the technology is headed.</p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/mcmcommercechat/learn-trends-e-fulfillment-robotics-first-mcm-commercechat-podcast/">Learn About Trends in E-Fulfillment Robotics in First MCM CommerceChat Podcast</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p>

The editors of Multichannel Merchant are excited to announce the launch of our new monthly podcast series, MCM CommerceChat! Each month we’ll talk to thought leaders in ecommerce, omnichannel and marketing about trends and happenings that continue to shape the dynamic world of direct-to-customer selling.

This month we caught up with Chris Elliot, consulting manager with Blue Horseshoe, to discuss the latest in robotics for ecommerce fulfillment operations. Chris advises C-level executives on every facet of supply chain design and implementation, and is a frequent speaker on the topic at industry events.

In the podcast, the discussion ranges from the back story of robotics (Kiva and others), the drivers, capabilities and limitations, the latest solutions and market adoption.

Chris will be speaking on this topic at the seventh annual Ecommerce Operations Summit 2018 in Columbus, OH, along with Melonee Wise, CEO of Fetch Robotics. Their session, “Warehouse Robotics: Tipping Point or Pipe Dream?” will be held Thursday, April 5 at 9 a.m. You can register now for the event by clicking here.

The post Learn About Trends in E-Fulfillment Robotics in First MCM CommerceChat Podcast appeared first on Multichannel Merchant.

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The editors of Multichannel Merchant are excited to announce the launch of our new monthly podcast series, MCM CommerceChat! In the first installment, Chris Elliott, managing consultant with Blue Horseshoe and a noted supply chain automation expert, The editors of Multichannel Merchant are excited to announce the launch of our new monthly podcast series, MCM CommerceChat! Each month we’ll talk to thought leaders in ecommerce, omnichannel and marketing about trends and happenings that continue to shape the dynamic world of direct-to-customer selling.
This month we caught up with Chris Elliot, consulting manager with Blue Horseshoe, to discuss the latest in robotics for ecommerce fulfillment operations. Chris advises C-level executives on every facet of supply chain design and implementation, and is a frequent speaker on the topic at industry events.
In the podcast, the discussion ranges from the back story of robotics (Kiva and others), the drivers, capabilities and limitations, the latest solutions and market adoption.
Chris will be speaking on this topic at the seventh annual Ecommerce Operations Summit 2018 in Columbus, OH, along with Melonee Wise, CEO of Fetch Robotics. Their session, “Warehouse Robotics: Tipping Point or Pipe Dream?” will be held Thursday, April 5 at 9 a.m. You can register now for the event by clicking here.
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MCM CommerceChat clean 23:37
#47mysteryscrum Helps Clear Merchandise, Build Social Brand http://multichannelmerchant.com/blog/47mysteryscrum-helps-clear-merchandise-build-social-brand/ Tue, 30 Jul 2013 14:18:39 +0000 http://multichannelmerchant.com/?p=30249 http://multichannelmerchant.com/blog/47mysteryscrum-helps-clear-merchandise-build-social-brand/#respond http://multichannelmerchant.com/blog/47mysteryscrum-helps-clear-merchandise-build-social-brand/feed/ 0 <p>What started in an innocent work-related question to my Facebook followers quickly evolved into the biggest gambling sensation among my friends. Licensed apparel seller 47 Brand's most-popular item is the #47mysteryscrum, and it has helped it clear out merchandise and build its social presence. </p> <p>The post <a rel="nofollow" href="http://multichannelmerchant.com/blog/47mysteryscrum-helps-clear-merchandise-build-social-brand/">#47mysteryscrum Helps Clear Merchandise, Build Social Brand</a> appeared first on <a rel="nofollow" href="http://multichannelmerchant.com">Multichannel Merchant</a>.</p> What started in an innocent work-related question to my Facebook followers quickly evolved into the biggest gambling sensation among my friends:

47-brand-scrum-facebook-post

Little did I know a bunch of friends – and friends of friends – would head over to 47 Brand and take a chance on ordering a random $38 t-shirt (for $15) or a $30 hat (for $12), and hope they wouldn’t get stuck with apparel that would be relegated to the back of the closet, or a Goodwill bin.

After all, if you’re a die-hard New York Yankees fan, how would you feel if you blindly ordered a t-shirt, based on your shirt size, opened the package from 47 Brand, and saw a Boston Red Sox shirt? You’d be better off flushing your credit card down the toilet!

My friend Rob Adams, a life-long Yankees fan, was so thrilled with what he received in the mail that he blogged about it (although, since Rob is a New York Rangers fan, his friends passed the Franchise cap off as a New Haven Senators cap, to tie in with a former local minor league team, instead of the NHL’s Ottawa Senators) :

 

Rob even kicked it up a notch. He sent an email to 47 Brands and asked if someone would come on his weekly radio show, The Press Box, to talk about the promotion. Dan Cohen, 47 Brands’ assistant marketing manager, graciously went on the air to talk about #47mysteryscrum… and its sister promotions #47mysteryfranchise and #47mysterysnapback.

Here’s the clip, courtesy of Rob Adams and WGCH-AM 1490: (Click here for the audio)

47 Brand definitely look a chance with this promotion, and as Cohen points out in the interview, the reward is worth the risk. 47 Brand transitioned from purely being a wholesale licensed apparel company last July and needed a way to boost its B2C ecommerce presence.

Since 47 Brand’s audience skews younger, and it considers itself to be a “lifestyle brand,” Cohen said he felt a social media promotion would work. Simply, 47 Brand wants consumers to take a chance on a blind order, then post a photo of what they received to a social media channel using the #47mysteryscrum hashtag.

And it has worked – Cohen said in the WGCH-AM interview that #47mysteryscrum is the top-selling item on 47 Brands’ ecommerce site. And the company enjoys seeing customers – like Rob – post their new-found treasures.

The promotion, of course, works twofold for 47 Brand. In addition to increasing its social presence, 47 Brand has a creative way to clear out excess merchandise.

What do you think? Are your customers willing to take a chance on a blind purchase of an item?

The post #47mysteryscrum Helps Clear Merchandise, Build Social Brand appeared first on Multichannel Merchant.

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What started in an innocent work-related question to my Facebook followers quickly evolved into the biggest gambling sensation among my friends. Licensed apparel seller 47 Brand's most-popular item is the #47mysteryscrum,
Little did I know a bunch of friends – and friends of friends – would head over to 47 Brand and take a chance on ordering a random $38 t-shirt (for $15) or a $30 hat (for $12), and hope they wouldn’t get stuck with apparel that would be relegated to the back of the closet, or a Goodwill bin.
After all, if you’re a die-hard New York Yankees fan, how would you feel if you blindly ordered a t-shirt, based on your shirt size, opened the package from 47 Brand, and saw a Boston Red Sox shirt? You’d be better off flushing your credit card down the toilet!
My friend Rob Adams, a life-long Yankees fan, was so thrilled with what he received in the mail that he blogged about it (although, since Rob is a New York Rangers fan, his friends passed the Franchise cap off as a New Haven Senators cap, to tie in with a former local minor league team, instead of the NHL’s Ottawa Senators) :
#47mysteryscrum YES! A #Yankees shirt! #OttawaSenators pic.twitter.com/Lzu1cFUmg9
— Rob Adams (@double5) July 29, 2013
 
Rob even kicked it up a notch. He sent an email to 47 Brands and asked if someone would come on his weekly radio show, The Press Box, to talk about the promotion. Dan Cohen, 47 Brands’ assistant marketing manager, graciously went on the air to talk about #47mysteryscrum… and its sister promotions #47mysteryfranchise and #47mysterysnapback.
Here’s the clip, courtesy of Rob Adams and WGCH-AM 1490: (Click here for the audio)
47 Brand definitely look a chance with this promotion, and as Cohen points out in the interview, the reward is worth the risk. 47 Brand transitioned from purely being a wholesale licensed apparel company last July and needed a way to boost its B2C ecommerce presence.
Since 47 Brand’s audience skews younger, and it considers itself to be a “lifestyle brand,” Cohen said he felt a social media promotion would work. Simply, 47 Brand wants consumers to take a chance on a blind order, then post a photo of what they received to a social media channel using the #47mysteryscrum hashtag.
And it has worked – Cohen said in the WGCH-AM interview that #47mysteryscrum is the top-selling item on 47 Brands’ ecommerce site. And the company enjoys seeing customers – like Rob – post their new-found treasures.
The promotion, of course, works twofold for 47 Brand. In addition to increasing its social presence, 47 Brand has a creative way to clear out excess merchandise.
What do you think? Are your customers willing to take a chance on a blind purchase of an item?
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MCM CommerceChat clean