MULTICHANNEL MERCHANT » MUST READS
In order to gain a better perspective into the types of compromises and service changes the American public is willing to accept from the United States Postal Service, the Office of the Inspector General commissioned a small focus group to see where the public stood on funding, delivery locations, delivery days, and the overall future of the postal service.
Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.
A new email subscriber is eager to engage with you as soon as she welcomes you into her inbox, and your early interactions with her will set the tone for what you both hope will be a long relationship. A well-crafted series of welcome emails is crucial in meeting – and hopefully exceeding – her expectations.
Successfully growing your brand, leads and sales requires having deep understanding of the omnichannel customer journey, your ROI at the most granular level and your ability to be nimble enough to pull the levers that have the ability to move your organization forward.
To keep up with consumers’ expectations and compete with the biggest online brands, it’s more important than ever for merchants to master two key principles: giving consumers what they want, where they want it.
IR Focus: Web Design + Mobile Commerce 2014 was held earlier this month in Orlando. Here are 7 takeawys from IR Focus sessions that you can use as you enhance and update your marketing campaigns and ecommerce sites.
Consumers want more flexibility in shipping and fulfillment, including the ability to select delivery dates and times, and to reroute packages based on personal preferences. With consumers placing a heavy emphasis on shipping in retail decision-making, it’s critical for retailers to explore new ways to leverage logistics strategy as a driver of omnichannel success.
As the associate project manager at Moosejaw Mountaineering, Jerry Hoopfer prides himself on the fact that his staff has an unwavering ability to take ownership of customer contact. Hoopfer took some time to get candid about customer service, social media, and who, in his opinion, is mastering the customer service space right now in this Q&A with Multichannel Merchant.
If the 2013 holiday season will be remembered for anything in the ecommerce world, it very well could be how the lack of communication between merchants, carriers and shoppers created an unsatisfactory shopping experience, which is exactly why RibbedTee.com decided to be as upfront as possible regarding a lag in inventory.
Valentine’s Day was a tough one for some of the major online florists, who spent most of the holiday and last weekend responding to customers complaints regarding missed or damaged deliveries.