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Operations & Fulfillment ARCHIVE

5 Ways Online Retailers Can Empower Frontline Customer Service Reps  Feb 24, 2014 11:37 AM By Chris Vodola

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.

Walmart’s Fiscal 2014 Global Ecommerce Sales Top $10 Billion  Feb 22, 2014 4:25 PM By Tim Parry

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.

The Key to Omnichannel Success: A Strong Logistics Strategy  Feb 21, 2014 1:18 PM By Maria Haggerty

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.

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.






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