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MCM OUTLOOK 2016: O+F

The 2016 MCM Outlook report on Operations & Fulfillment helps you evaluate, benchmark and plan your operations and fulfillment strategies.
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OPERATIONS NEWSLETTER

The expert advice that Operations pros need to improve productivity, cost savings, and customer service.

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Operations & Fulfillment ARCHIVE

Growth in Ecommerce Returns Will Drive Facilities Demand  Mar 15, 2016 12:45 PM By Mike O'Brien

A new CBRE report has found that rapid growth in ecommerce returns is creating future demand for new or expanded facilities to handle reverse logistics. Find out how this trend is expected to play out and what the implications are for operations and fulfillment.

Ecommerce Return Rates Continue to Climb  Mar 15, 2016 11:17 AM By Mike O'Brien

Companies are grappling with higher ecommerce return rates, and how to address reverse logistics as well as capturing the maximum value of inbound goods. Find out the results of the MCM Outlook Survey on ecommerce returns, and what can be done to keep the growing rates in check.

Empowering Your Call Center Agents to Handle Angry Customers  Mar 15, 2016 11:16 AM By Angie Stocklin

Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.

Amazon Effect Still a Major Driver in DTC, Ecommerce Operations  Mar 14, 2016 12:13 PM By Mike O'Brien

The Amazon effect is still having a major impact on DTC and ecommerce operations and fulfillment, judging by the results of the MCM Outlook Survey 2016. This impact is seen in the increasing frequency of same-day and next-day delivery offerings – and providers – as well as the growth in omnichannel operations, now seen as table stakes by many retailers. Find out more about the survey results and how they reflect industry trends.

Week in Review: Amazon As Expected Buys Into Air Freight  Mar 10, 2016 3:14 PM By MCM Staff

Ending months of speculation, Amazon says it has leased 20 Boeing 767 cargo jets from Air Transport Services Group Inc., while taking a 20% stake in the Ohio company. This gives Amazon a significant boost in its air freight capacity, as much as 15%, and signals to the major carriers it is eager to control more of its logistics destiny.

Amazon As Expected Moves Into Air Freight Leasing, Investment  Mar 10, 2016 3:07 PM By Mike O'Brien

Surprising no one, Amazon ended months of speculation by announcing it was leasing 20 Boeing 767 cargo jets from Air Transport Services Group Inc., while at the same time taking a 20% stake in the Wilmington, OH-based company. See what others are saying about this move.

10 Ways A 3PL Can Help Multichannel Companies Operate Profitably  Mar 08, 2016 3:06 PM By Curt Barry

Third-party logistics companies or 3PL providers can help ecommerce and direct-to-customer merchants expand internal fulfillment operations without large outlays. In the past five years some large companies have entered the market with extremely competitive services and costs.To help in the decision process, here are 10 ways that 3PLs have helped companies do just that.

Choosing the Right Order Fulfillment Automation Solution  Mar 08, 2016 2:47 PM By Mike O'Brien

For a growing number of merchant companies, automated systems have become a way to address the issues of increasing throughput and order accuracy while decreasing returns. In addition to accuracy, often the biggest driver of automation decisions, the ability to achieve higher throughput per headcount, increasing efficiency while keeping down labor costs, is also paramount.

Week in Review: Wayfair Just Had the Best. Week. Ever.  Mar 04, 2016 9:05 AM By MCM Staff

Between posting 98% growth in Q4 direct sales, plans for Canadian and European expansion and a new analytics-driven catalog, Wayfair had a pretty good week. The company also announced plans to open its fourth customer service center in Bryan, TX. See what other news and events transpired this week in the world of direct-to-customer retail and ecommerce.

Vermont Country Store On Creating Agents as “Shopkeepers”  Mar 03, 2016 10:47 AM By Mike O'Brien

What does it mean to have CSRs act not just as problem-solvers but as “shopkeepers”of your brand’s unique style? Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, explain the concept, and how they train their agents to extend the down-home feel of the company’s trademark stores to every channel and interaction, while being alert for “cues and clues” that can lead to cross-selling and upselling opportunities.






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