MULTICHANNEL MERCHANT » OPERATIONS & FULFILLMENT
Failing to fulfill customers’ orders in a timely fashion can spell disaster for retailers of any size. Delivering products late can kill sales, batter your reputation and destroy customer loyalty. It can also squander all of the time, money and resources you spent acquiring new customers. Which is exactly why merchants need to remember that the customer experience journey doesn’t end with a sale.
Sean Conlon, the co-founder and CEO of PetBox, got candid with Multichannel Merchant and opened up about his preferences for free shipping, same-day delivery, which merchant is mastering the fulfillment space, and his dreams of playing in the NFL.
While the fourth quarter showed a 1.6% decline in sales, Karen M. Hoguet, chief financial officer at Macy’s, said moving forward the retailer plans on making strides in its omnichannel fulfillment initiatives including buy online, pick up in-store, and same-day delivery.
It turns out Amazon is not the only online merchant looking to get into drone fulfillment capabilities. Netflix, taking jabs at its streaming video competitor, has announced its own delivery service, “Drone 2 Home,” in a recent video mocking the futuristic service.
In order to gain a better perspective into the types of compromises and service changes the American public is willing to accept from the United States Postal Service, the Office of the Inspector General commissioned a small focus group to see where the public stood on funding, delivery locations, delivery days, and the overall future of the postal service.
With the U.S. population now jumping to their computers or mobile devices to shop or communicate with a friend or loved one, the USPS needs to look at ways to cut costs in order for it to survive and community mailboxes and cutting delivery days appears to be one of the best answers out there.
Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.
Wall Street wasn’t wowed when Walmart announced its consolidated net sales for fiscal year 2014. But the retailer was able to hang its hat on its global ecommerce sales, which grew 30% and surpassed $10 billion.
Consumers want more flexibility in shipping and fulfillment, including the ability to select delivery dates and times, and to reroute packages based on personal preferences. With consumers placing a heavy emphasis on shipping in retail decision-making, it’s critical for retailers to explore new ways to leverage logistics strategy as a driver of omnichannel success.
As the associate project manager at Moosejaw Mountaineering, Jerry Hoopfer prides himself on the fact that his staff has an unwavering ability to take ownership of customer contact. Hoopfer took some time to get candid about customer service, social media, and who, in his opinion, is mastering the customer service space right now in this Q&A with Multichannel Merchant.