Getting Out of the Phone Loop
In a marketplace with so many choices, it is essential for you to do everything possible to make it easy for your customers to do business with you. Any difficulty or obstacle that hinders or frustrates them may make them run away from you without you ever having a chance to “make things right.” So what can you do to encourage your customers to remain your customers and not drive them to your competitor?...
Marketing from the Back-end
Reducing fulfillment costs becomes the driving force in many companies. Unfortunately, this creates a dichotomy. On one side, costs are reduced, increasing short-term profitability. The other side is a reduction of service that alienates customers. It reduces growth and long-term profitability. The challenge is to find a balance between service and expense....
WERC Study: Higher Transportation Costs and Tighter Capacity Alter Distribution Operations
Shippers and carriers continue to experience the effects of rising transportation costs and constrained capacity that include changes in rates, service levels, and, in some cases, how they do business together, so says a study from the Warehousing Education and Research Council (WERC). ...
Examining the Realities: An Analysis of Today’s Call Center Metrics
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s progress. In fact, the vast quantity of available data is one of the industry’s key challenges, since it is often quite difficult to link the various data elements together to get a coherent picture of how well centers are being managed. ...
UPS' Eskew Letter: Don't Blame Us
In a letter obtained by the O+F Advisor, United Parcel Service (UPS) chairman/CEO Michael L. Eskew says his organization is being incorrectly depicted as the villain in the postal reform issue. ...
WERC Salary Survey: VP Logistics is Tops
If you're a vice president of logistics, chances are you're walking around with a few more dollars in your pocket than your counterparts, at least according to 2006 Warehousing Sales and Wages guide from the Warehousing and Education Research Council. ...
President Signs SAFE bill into Law
As expected, President Bush signed the Security and Accountability for Every Port Act (SAFE) into law on Oct. 13. Congress passed the legislation on Sept. 30, by a vote of 409 to 2 in the House of Representatives. In May, the U.S. House of Representatives overwhelmingly voted to pass H.R. 4954, the Security and Accountability for Every Port Act. ...
Cost-Effective Alternatives for LPL Shipments Offered by UPS and FedEx
Many businesses are unaware of how much they could save by choosing UPS Hundredweight or FedEx Multiweight when sending merchandise on partial pallets, or less-than-pallet loads (LPLs). ...
5 Steps to Shape-Based Postage Compliance
You've probably heard that the U.S. Postal Service has filed to raise rates again in May 2007. But the proposed rates follow a more complex pricing structure than the flat 5.4% increase implemented last January. For the first time, the rate structure will rely on shape, as well as weight. ...
Breaking Down the Walls: Leveraging a Virtual Contact Center for Skilled, Global Customer Service
There’s a dramatic change taking place in the way businesses view customer service operations, how agents work, and the skills required. In fact, many businesses are moving toward virtual contact centers which provide a better work environment for agents and can greatly increase service levels for businesses. ...
Thinking of Relocating Your DC? Consider These 5 Factors
Is your distribution center cramped? Or do you think you might save substantially on your outbound shipping costs by moving into a DC? A warehouse relocation may be just the thing for you. But before you go breaking ground or signing lease papers there are factors worthy of consideration: inbound transportation costs; labor cost, availability and peak staffing needs; facilities costs; state and local government incentives; and risk evaluation to your business. Marketers must evaluate all these factors to see how they impact the total savings or costs for the potential move....
Potential Pitfalls in Gathering Labor Management Data
Early awareness of problems can often save appreciable cost and reduce wasted time when gathering data for your labor management program. Here are nine potential pitfalls to watch out for....
Securing Global Supply Chains: Seven Reasons Why "Getting It Done" Is So Hard
We all know that a company's global supply chain is a potent strategic weapon, economically speaking. Unfortunately, it can also be a potentially fatal area of vulnerability. Consider the hundreds of millions of shipping containers that move among the world's seaports--about 80% of the world's cargo, which adds up to 5.8 billion tons per year--and you can see that there is a lot of room for error. ...
Ay Carrumba! Eleventh-Hour Debate Over Parcel Rates Could Kill Postal Reform
As the House and the Senate mull the merits of enacting postal reform, it appears that 11th-hour lobbying efforts brought by private-sector package delivery firms over parcel rates could threaten postal reform, according to Jerry Cerasale, senior vice president of government affairs for the Direct Marketing Association in Washington....
Lake Champlain Chocolates Moving to Greener Pastures
Lake Champlain Chocolates in October is moving its packaging, warehousing, and shipping divisions into a building down the street from its Burlington, VT, headquarters. Not only is the new 47,000 sq. ft.- location more than double the size of its old distribution center, it's also a whole lot greener....
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