An Innovation Checklist for Direct to Customer Operations

| MCM Staff

The recent Executive Operations Forum at Operations Summit 2017 generated many ideas and cost-savings tips. What improvements, best practices and innovations have you implemented in your contact center, fulfillment and inventory management? Here are 27 innovations that six direct to customer companies attending the forum have implemented.

ebags

eBags On the Importance of Consistent Brand Communication

| Mike O'Brien

Catherine Harrison, director of operations for eBags, talks about her company’s approach to keeping its customers in the loop and satisfied. eBags is a finalist in the category of brand communication for the third annual Excellence in Customer Experience Awards, to be presented at a March 29 luncheon ceremony at Operations Summit 2017 in Pittsburgh.

Dealing with Digital Disruption in Ecommerce Operations

| Mike O'Brien

Jim Tompkins, founder and CEO of Tompkins International, talks about the need to go beyond continuous improvement to total reinvention in order to address continual digital disruption. This will be the theme of Jim’s breakfast keynote address at Operations Summit 2017 on Tuesday, March 28 in Pittsburgh. Come gain insights from his experience working with major corporations on their supply chain strategy and execution.

Lands’ End on Being a Customer Experience Leader

| Mike O'Brien

What does it take to be a customer experience leader? Kelly Ritchi, SVP of Employee and Customer Services for Lands’ End, talks about the iconic brand’s philosophy and approach to customer service, what sets it apart and the business benefits it sees as a result. The company is a finalist in the leadership category for the Excellence in Customer Experience awards from Multichannel Merchant; winners will be announced during a luncheon on March 29 at Operations Summit 2017 in Pittsburgh.

OMS, order management system, omnichannel retail, ecommerce fulfillment, warehouse management system, WMS, omnichannel fulfillment

6 Ways Benchmarking Data Can Improve Your DTC Operations

| Curt Barry

Having the opportunity to benchmark your DTC operations against your peers will help you determine where you need to focus your effort and investments to reach and exceed customer expectations. For an in-depth discussion on a joint benchmarking study between Multichannel Merchant and F. Curtis Barry & Co., join us at Operations Summit 2017, March 27-29 in Pittsburgh.

How Do Your Merchant Operations Metrics Measure Up?

| Curt Barry

How do your merchant operations stack up across the distribution center, inventory management and the contact center? This exclusive benchmarking project and report from Multichannel Merchant and F. Curtis Barry & Co. will help you gauge your success across all 3 areas. If you’re a senior operations executive, be part of the benchmarking discussion and hear about the results at Operations Summit 2017, March 27-29 in Pittsburgh.

Save the Date: Operations Summit 2017

| Mike O'Brien

The Multichannel Merchant team is getting geared up and excited about the sixth annual Operations Summit 2017, which will be held in Pittsburgh, PA March 27-29 at the David L. Lawrence Convention Center. Put it in your calendar now to make sure you and your team don’t miss the only event exclusively about direct-to-customer and omnichannel operations.