What You Have Told Us – The State of Operations 2014

Apr 14, 2014 2:08 PM  By

operations-summit-2014-300-65What is Amazon’s effect on direct-to customer merchants? Will shippers and carriers be on the same page in holiday 2014? What metrics matter in the contact center? What omnichannel paths are merchants taking to keep up with the always-connected customer?

These questions and many more will be answered during the closing session of Operations Summit 2014: “What You Have Told Us – The State of Operations 2014.”

Multichannel Merchant managing editor Tim Parry will release his findings from the MCM Outlook 2014 survey, which was fielded from Feb. 10 to March 10 and drew 1,281 respondents. Of those respondents, 470 identified themselves as a merchant or a retailer.

Here’s a sampling of what you, the Multichannel Merchant audience, told us:

  • Almost 12% of ecommerce orders fulfilled by retailers by their planned on-time-for-Christmas cutoff date did not reach the recipient by Dec. 25.
  • Nearly half (49.5%) of respondents said customer service scores are the most important contact center measurement they rely on. Last year, customer service scores ranked as second-most important, but at 34.7%.
  • More than one-third (36%) of respondents said Amazon has had an effect on their shipping offers. Nearly a quarter of respondents (23.2%) said they feel the pressure to offer free shipping and 12.8% said there is pressure to ship orders faster.

Parry will discuss these findings – and more – with Operations Summit panelists including Mark Desrosiers, director of distribution at S&S Worldwide Inc. and Ian MacDonald, ecommerce manager of Silver Star Brands, and how, as this behind-the-scenes activity increases, they are doing their best to keep their processes flowing.