Best practices for returns processing
Returns are a fact of life in the multichannel retail world, and reverse logistics is a crucial and growing part of the supply chain process. Yet many...
Win Your Customers with Out of the Box Multichannel Experience
How do you survive these extraordinary times? You have to think in extraordinary terms and escape the shackles of the ordinary, everyday promises of quality,...
Sneak peek merchandising surprises
Memorable and experiential branding. Relevant products. Customer-centric service. A no-worries guarantee. Today, these are all standard operating procedures...
Prepared for the peak season?
If you do the bulk of your business in the fourth quarter, your peak season volume is bearing down on you right now. The good news is that there is still...
Take a financial view of inventory
Inventory is the largest balance sheet asset in your business: If your margin is 50%, that means your cost of goods is 50%. In other words, 50% of your...
NCOF Preview: Seta COO on Breaking Fulfillment Rules
If you’re going to give advice on breaking the rules of fulfillment, it helps to be familiar with those rules--to be one of the people who helped to create the rules in the first place...
Shipwire Expands into Europe
Shipwire, a warehouse and shipping service geared for e-tailers, has expanded into Europe with a new fulfillment center in East Sussex, U.K....
How to Cope with Rising Shipping Costs
Shippers have really taken a hit in recent years. For one, the general rate increase for each of the past two years has been the highest in more than a decade. What’s more, accessorial charges have increased and new ones are being added every year. ...
Use Full-Spectrum Coaching to Make Every Agent an Expert
If you’re a contact center coach, you know there are good agents, decent agents and lousy agents. So how can you close the performance gaps between these groups? One way is to use full-spectrum coaching....
How to Help USPS Realign
At last week’s first-ever National Catalog Advocacy & Strategy Forum, sponsored by the American Catalog Mailers Association, one of ACMA’s key issues centered on U.S. Postal Service network realignment....
Letter to the Editor: DHL Responds to Article
In the June 18 issue of Multichannel Merchant, an analyst’s article contained various misstatements regarding DHL’s restructuring plan....
USPS Regroups to Tackle Parcel Market
Get ready for a leaner, meaner and more technologically advanced U.S. Postal Service....
Close Performance Gaps with Full-Spectrum Coaching
Every contact center has its top performers, average performers and poor performers. The problem is, most contact center coaches tend to just accept this fact and they do little to try and close the gap....
Aberdeen: Most Warehouses Planning Redesign by 2010
A new report from market research firm Aberdeen finds that 97% of warehouse professionals are planning to redesign their facilities in the next 24 months -- with 56% of best-in-class companies planning to improve operations within the next year....
Federal judge, Congress defang FACTA
Merchants in May received two pieces of good news on the ill-crafted Fair and Accurate Credit Transactions Act, or FACTA. Congress passed a bill protecting...
Talbots cuts staff 9%, gets credit
Women's apparel merchant The Talbots announced in early June it is reducing its corporate headcount by about 9%. The cataloger/retailer expects the layoffs...
VT Teddy Bear: Monitoring success
Until a few years ago, the contact center managers at Vermont Teddy Bear Co. would monitor the performance of the agents by walking up and down the aisles...
Be a converter
What's the average site conversion rate for a typical merchant today? About 2.4%. That's pretty depressing when you think about it. So how do you help...
Packaged Goods
So maybe packing product into containers to be shipped to customers isn't the sexiest part of multichannel selling. But it is one of the most important....
What you can learn from a telemarketer
Author Raymond Carver once wrote, You never start out life with the intention of becoming bankrupt or an alcoholic or a cheat and a thief. Or a liar....
Provide Commerce adds Red Envelope to stable
Embattled gifts cataloger Red Envelope found a buyer, as we reported last month. But it's not Creative Catalogs Corp. After a U.S. Bankruptcy Court-supervised...
Freight Train
Shippers are shelling out a lot more for freight services these days. While that may be telling Noah about the flood, it's important to understand what...
If you can't beat 'em
The news in May that DHL was radically scaling back in the U.S. wasn't a huge surprise. The courier had lost billions of dollars here, and it was well...
The deal with DHL restructuring
Rumors had been circulating for months that Deutsche Post would pull its DHL delivery service out of North America. It didn't, but it's taking some drastic...
J.C. Penney Slashing 2009 Capital Expenditures
Cataloger/retailer J.C. Penney is scaling back: According to further details of its 2009 bridge plan released on June 25, it will reduce capital expenditures from $1 billion in 2008 to $650 million next year....
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