July 1, 2009




The ways and means of widgets

What makes a good widget? Like the creations from the 1980s TV series hero MacGyver, the best widgets are compelling inventions strung together ingeniously from existing parts, like product data, customer wish lists or online coupons.
For online retailers, this …

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In Affiliate, Ecommerce

June 24, 2009




Moving Retail Operations from the Stone Age to the Digital Age

A multipronged marketing strategy can only be executed as fast as your slowest retail channel. Do you know which channel is preventing your organization from moving as fast as it should be?
For most retailers, it’s their brick-and-mortar stores …

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In Customer Relationship Management, Warehouse/Distribution Center

June 1, 2009




Social Climbing: Niche Marketers are Finding New Customers Thanks to Social Media

Social media is hot, for both consumers and businesses. Just about everybody seems to be on Facebook, twittering and blogging, or following blogs.
Is anybody generating more sales as a result of social media activity? Not really. But several merchants …

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In Catalog, Data & Analytics

May 19, 2009




How to Create an Online Emotional Connection

Walking into Bergdorf Goodman is an explosion of senses – the colors, fabrics and shiny things in display cases—these thousands of products all within a flick of an eye. One is immediately immersed in the experience and encouraged to wander …

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In Ecommerce, multichannelmerchant.com/ecommerce/news

May 1, 2009




The ideal multichannel org chart

Are you multichannel? Even if you have only one brick-and-mortar location, you probably have a simple Website and communicate with some customers via e-mail. That makes you multichannel.
Absurdly simple, yes, but the implications are vast — not just for the …

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In CRM, Operations & Fulfillment

May 1, 2009




Consumer merchants see sales fall

Even If Flat is the New Up, only one of the publicly traded business-to-consumer merchants tracked by Multichannel Merchant was “up” for the fourth quarter. Revenue was down an average 10% over last year.
“Financial results across the board were indicative …

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In Catalog, Ecommerce

April 21, 2009




Q&A with E-Tailing Group’s Lauren Freedman

E-commerce consultancy E-Tailing Group last week released its Eighth Annual Merchant Survey. What does the survey of some 190 senior e-commerce executives reveal? MULTICHANNEL MERCHANT senior writer Tim Parry caught up with E-Tailing Group president Lauren Freedman to discuss the findings

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In Ecommerce

April 1, 2009




Uproar over the Country Store

ABOUT SIX MONTHS AGO, our copy editor pointed out to me that the venerable Vermont Country Store catalog had started selling sexual aids like intimate massagers and instructional videos. An unusual move for the old-timey goods merchant, I thought, but …

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In Channel Integration, Cross Channel

February 23, 2009




Lessons Learned From Amazon

As the former head of Amazon.com’s data mining and personalization team, I gained ample wisdom from what the retail giant does right. But I also saw firsthand a few things Amazon didn’t do quite so well, and …

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In Ecommerce

February 10, 2009




Study: Online Service Levels Slipping

You’d think every e-tailer would be falling over backward to deliver the best customer service possible in these dire times. But apparently that’s not the case.
According to the E-tailing Group’s 11th annual Mystery Shopping Study of …

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In Ecommerce

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