MULTICHANNEL MERCHANT » OPERATIONS & FULFILLMENT
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.
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.
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.
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.
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 has announced a partnership with ShipStation, a web-based shipping solution for online merchants.
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.