MULTICHANNEL MERCHANT » MUST READS
It was a record setting year for the sellers on Amazon who use the Fulfillment by Amazon service. According to a release from the marketplace, the number of sellers using the fulfillment service grew more than 65% in 2013 compared to 2012. Also, Fulfillment by Amazon shipped more units worldwide during the fourth quarter of 2013 than the total number of FBA units combined in all of 2009 and 2010.
Shoppers today expect and demand a streamlined experience and are expecting an easy access to information and integrated online and in-store tools, according to Baynote’s 4th Annual Holiday Online Shopping Survey.
Amazon had the highest score in mobile customer satisfaction with mobile with a score of 87, according to the The ForeSee Experience Index 2013 U.S. Retail Edition.
But despite the best efforts of retailers, if Mother Nature throws a wrench in shipping plans there is little that can be done to control the last mile of the online shopping experience. Here are seven tips for customer service teams that need to communicate a delay in shipping to customers.
Retailers should not fear the showrooming customer. Shoppers who use mobile devices for showrooming are actually almost twice as likely to purchase from the same retailer in-store or online than buy elsewhere.
With most marketers and merchants having social media objectives, yet not quantifying results, there needs to be a relatively easy way to report on social media marketing. This article will help you identify what social media channels do better than your other marketing channels, quantify, compare performance, and help you determine how to allocate resources.
QVC had the highest score in contact center customer satisfaction with a score of 88. QVC beat out Amazon, Costco, O’Reilly Auto Parts and PetSmart which each saw a score of 85, according to the recent ForeSee Experience Index: 2014 U.S. Retail Edition.
In response to the ever changing and digitally connected customer, Canada Post had decided to phase out its door-to-door delivery service and replace it with community mailboxes within the next five years. Not surprisingly, House Oversight and Government Reform Committee Chairman Darrell Issa, R-Calif., supports the measure to “modernize” mail delivery.
The U.S. Postal Service has been relatively quiet about its holiday 2013 performance. But last week, the USPS broke its silence, and said it exceeded holiday volume expectations with a higher than projected package volume increase.
In 2014 brands and retailers will make major strides towards a world of pervasive commerce. Here are 5 trends we’ll see in 2014 and beyond.