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MULTICHANNEL MERCHANT » OPERATIONS & FULFILLMENT
This year, customers will be more likely to send an email than place a phone call. Unfortunately, email has the lowest rate of issue resolution of all channels. Here’s a few key learnings from StellaService to ensure retailers are ready for this year’s holiday season.
With the right omnichannel strategy in place, retailers can enhance engagement between the customer and store associate, better leverage inventory positions and maximize the store footprint. To prepare to go omnichannel, retailers’ checklist should focus on the following five points
In the MCM Outlook 2014 survey, the largest number of respondents (26%) said UPS was their primary global carrier, followed by FedEx and the United States Post Office (18%) and DHL (12%). This outcome may be the result of a largely U.S.-based audience, as DHL is generally considered the world’s shipping/logistics leader, followed by FedEx and UPS.
FedEx reported Q1 revenue and earnings that beat analyst expectations, and announced plans for 50,000+ seasonal hires to deal with holiday shipping volumes.
FedEx expects to hire more than 50,000 seasonal workers for the peak holiday season, Mike Glenn, President and CEO of FedEx Services, said during the company’s first-quarter earnings call.
FedEx announced a 4.9% increase in FedEx Ground, FedEx Express and FedEx Freight, effective January 5, doing so for the first time ahead of rival UPS.
UPS is calling for 90,000 to to 95,000 temporary workers to handle the holiday season’s shipping crunch, a significant increase over 2013.
The same-day delivery sweepstakes certainly seems to be heating up as the summer nears the end. Just this past week, Foot Locker, Macy’s and Bloomingdale’s all announced plans this week to test or roll out same-day delivery.
Whole Foods Market to be first national Instacart partner to offer both delivery and convenient in-store pickup.
Macy’s and Bloomingdale’s to help launch Apple Pay; same-day delivery to be piloted in fall 2014; new POS technology and customer service enhancements in testing; new apps, web functionality and mobile wallet launched; RFID being expanded to fashion categories.