In a retail environment where the pinnacle of customer service is a no-questions-asked return policy, the challenges of handling retail returns can become
Having been around since 1856, Manchester, VT-based Orvis could qualify as an antique. But to prove that it’s anything but dusty and dated, the cataloger/retailer
We know that some people try to make money out of everything. Given half a chance, they would sell their own families down the river if they thought they
It’s the Savings, Stupid Whoever took the potshot at the Sierra Trading Post catalog in the January Backword (Sell Me, Don’t Save Me) was clever but uninformed.
Fears that January would find catalog warehouses brimming with unsold merchandise have been mostly unfounded. Even San Francisco-based Rochester Big &
But is everything nice? Your multichannel customer service offerings need to be as splendidly complete and as thoroughly organized as Wolfgang Puck’s
The smart company lays out strategic planning in a way that’s visible to everyone: For example, if we do this, X will happen, if we don’t, Y will happen.
Few of us can remember the number of times we’ve resolved to lose weight, or the number of times we’ve gone off a diet. For companies, however, the current
Multichannel marketing is hot these days, but few systems vendors make the required commitment to enable retail, Internet, and catalog sales equally.
One of the key elements of CRM (pronounced ) is knowledge about each customer as an individual: to know what his history is, what his value to you is,