Listen To Your Customers
Do you expect your customers to learn how to speak to you, or are you responsible for listening to them? Almost every company develops an internal jargon, but that jargon can cause real trouble if you start using it to talk to customers....
Noncash Employee Rewards
According to Smyrna, GA-based Johnson Stephens Consulting, there are some rewards you can offer employees that don’t involve cold, hard cash. Just keep in mind that when it comes to employee recognition awards or incentives, sometimes you get what you pay for....
GIVE THEM WHAT THEY WANT
Boy meets girl. Boy proposes to girl. Boy and girl head down to the local department store and register for home items, such as place settings, stemware,...
Critical Issues and Trends
Increasing competition from manufacturers and retailers entering the catalog and Web selling channels was ranked the second most pressing marketing concern...
Ship-Shape
Touch of Class didn't have the worst return rate, but 11% was bad enough. So the home decor cataloger started a quality assurance program. And it has...
Listen Up
We all know the drill. An order comes in, and the picker has to wade through sheets of labels to know what to pick. It takes time, and he also has to report that it's complete. But there's another way. The worker gets the order through a headset. When he's finished, he says “done.”...
Victoria’s Secret Cuts Circ to Curb DC Woes
Problems with its new distribution center continue to plague Victoria’s Secret Direct....
Scorecard Reveals Environmental Santas and Scrooges
Catalogers are making strides toward greater environmental responsibility, but the industry’s progress is not enough for ForestEthics. ...
The Perfect Order Equation
I need that shipped overnight! I need that delivered today! I do not want to pay a restocking charge!...
Holiday Highlights: Lillian Vernon Ramps Up Operations
How does Lillian Vernon prepare for the surge in holiday business? O+F Advisor has a chat with Chris Anderson, the gifts merchant’s executive vice president of operations to learn more....
Top 10 Tech Tools for Call Centers
Technology has revolutionized the contact center in recent years, and there’s no shortage of must-have systems to choose from. But what’s the equipment centers can’t or shouldn’t live without? ...
Voice Recognition Technology Hits the Desktop
Voice recognition software has long been used to collect customer information for the customer service agent prior to the live connection of the call. But voice recognition software in use on the agent desktop is now showing promise in its ability to lower costs by reducing call handle times and provide a better service experience for the customer and agent. ...
Making a Budgetary Case For Your Contact Center, Part Two
Multichannel contact centers must be prepared to perform at a high level, which requires funding. But you need the support and buy-in of senior management to make your case to get the funding. ...
Finnish Fashion Firm a Fan of RF
Scandinavian fashion house Naisten Pukutehdas Oy has implemented an RFID-based total supply chain solution. ...
What is Your Crystal Ball Telling You?
The future of your organization lies in the hands of your warehouse personnel. You probably did not want to hear that, and you most certainly do not believe it! But your warehouse knows your customers better than any other department in your organization. ...
Maximize Marketing Dollars While Building Customer Relationships
Harnessing the power of consumer data requires making sound judgments about your data choices. When you understand what a data source is likely to deliver, and how to best combine data options, you can test and invest in information that is most appropriate and effective for your applications. ...
Shipwire Unveils Canadian Warehouse
Third-party logistics provider Shipwire announced Nov. 12 that it has expanded into the Canadian market with a new Toronto-based warehouse....
A Peek at Holiday Order Picking
As the holidays approach and people turn their minds to gift buying, distribution centers plan to see business surges. This time of year makes you focus on the need to have your process in line so that temporary employees can get up to speed as quickly as possible. Since order picking in most facilities is where all the action is, it seems appropriate to spend some time in this area--where usually the greatest opportunities for improvement can be found....
Metrics: Do You Measure Up?
A metric-centric organization is one that has a comprehensive yet concise plan to capture, classify, and communicate important data elements, and more important, act upon it. ...
Rising Transportation Costs –and What To Do About Them
For most multichannel merchants, transportation of goods is the highest operational expense. Inbound freight costs for domestically sourced product typically range from 2%-4% of gross sales, while for imported product, inbound freight costs 6% to 12% of gross sales. ...
FedEx Express Rates to Rise 4.9%
FedEx Express announced at the end of October it would raise its net average shipping rate by 4.9%-- the carrier's largest increase in seven years. The rate hike is composed of a 6.9% increase in standard list rates offset by a 2% reduction in the fuel surcharge....
Fulfillment Doctor: The Real Cost of Employee Turnover
Turnover costs range from $3,000 to $10,000 in people time, training, testing, and the ramp-up to full production. This does not include expenses for agencies, ads, etc. which must be added on. As you research your turnover rate, here are some points to consider. ...
Survey Says: Procurement Automation Can Boost Bottom-Line Results
E-procurement has been slow to catch on for many marketers, but a new study published by Aberdeen, a Harte-Hanks company finds that it can improve cost savings, streamline internal processes, and enhance supplier relationships....
Is this New Delhi?
Haband is doing it. So are Home Decorators Collection and Creative Irish Gifts. Dell's still at it — even after customers told it to stop. What are these merchants doing? They're outsourcing all or part of their incoming calls to overseas call centers....
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