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MCM Outlook: 2013 Report: Operations & Fulfillment
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Operations & Fulfillment ARCHIVE

It’s Customer Experience, Not Customer Service, at Moosejaw  Feb 21, 2014 10:48 AM By Erin Lynch

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.

Subscription Commerce Success Visualized  Feb 20, 2014 4:24 PM By Daniela Forte

Acquisition and conversion may still be getting the lion’s share of marketing budgets, but the ROI on retention efforts is higher than ever. No matter what your business does, subscription programs represent a great opportunity to maximize recurring revenue, retention & lifetime value.

How RibbedTee Prepared its Customers for Holiday 2013 Delays  Feb 20, 2014 10:55 AM By Erin Lynch

If the 2013 holiday season will be remembered for anything in the ecommerce world, it very well could be how the lack of communication between merchants, carriers and shoppers created an unsatisfactory shopping experience, which is exactly why RibbedTee.com decided to be as upfront as possible regarding a lag in inventory.

Valentine’s Day Customer Service Wilted for 1-800-Flowers  Feb 19, 2014 11:45 AM By Daniela Forte

While most people would have forgiven delivery people for not being able to make deliveries on uncleared roadways, many 1-800-Flowers customer took to social media to express their displeasure with the brand.

3 Metrics for Reducing Customer Contact Rates  Feb 13, 2014 3:50 PM By Joe Schnaufer

Inefficiencies in customer service offerings cost businesses millions of dollars each year. After reading this article by Joseph Schnaufer from cleverbridge, you will walk away with the tools needed to reduce rates in the contact center.

Newgistics Announces Partnership with ShipStation  Feb 13, 2014 12:46 PM By MCM Staff

Newgistics has announced a partnership with ShipStation, a web-based shipping solution for online merchants.

USPS to End Metro Post Same-day Delivery Program  Feb 12, 2014 11:31 AM By Erin Lynch

The Office of the Inspector General has announced that the United States Postal Service will end its same-day delivery pilot program, Metro Post, throughout the San Francisco area due to insufficient participation.

The Home Depot Opens Same-day Shipping Fulfillment Center  Feb 11, 2014 2:08 PM By Erin Lynch

The Home Depot has opened the first of three new same-day shipping focused direct fulfillment centers in the U.S., adding more than three million square feet to its supply chain.

Your Opinion is Worth $500… or an iPad Air  Feb 11, 2014 6:16 AM By Tim Parry

Multichannel Merchant wants your input for its MCM Outlook 2014 reports. If you give us 5 minutes of your time to take our survey, we’ll give you a chance to win an iPad Air. Already have one? Then you can trade your prize in for a $500 American Express gift card.

Men’s Wearhouse Takes on International Shipping  Feb 10, 2014 4:39 PM By Erin Lynch

In an effort to satisfy more customers and expand the brand’s reach across the globe, Men’s Wearhouse had joined the ranks of many American retailers opening up its ecommerce site for international shipping.






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