July 12, 2006




Using Speech IVR as a Holiday Staffing Strategy

This is the first in two-part series using speech IVR in the contact center during the holidays. Next week, we’ll discuss how to use and implement speech. For many retailers, a happy holiday season means one that successfully captures all …

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In Uncategorized

July 1, 2006




E-commerce systems update

When it comes to managing e-commerce, multichannel merchants have a wide variety of solutions to choose from. Options range from stand-alone e-commerce applications to fully integrated order management and fulfillment systems designed to handle customers and orders seamlessly regardless of …

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In Channel Integration, CRM

July 1, 2006




INHOUSE VS. OUTSOURCE

Managing the various components of an SEM campaign tends to be an inside job, according to survey participants. Of those with SEM campaigns or planning to launch them, 75% said they manage landing-page creation inhouse, 72% manage their own ad copy, 65% have …

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In WEB CHANNEL: SEO/SEM, Webchannel

June 26, 2006




Building a Holistic Customer View

One of the most difficult yet fundamental steps in creating a customer-centric retail-marketing model is building a holistic view of the customer. This requires identifying and linking all internal sources of customer data to be able to identify each customer …

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In Channel Integration, Data & Analytics

June 21, 2006




10 Ways to Lure Customers to Your Loyalty Program

Loyalty programs can be your key to high conversion rates. People like to be appreciated for their patronage—especially if you offer them something special that first-time or infrequent customers don’t get. By making small improvements to your e-mail …

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In Channel Integration, Cross Channel

June 1, 2006




NAME YOUR PRICE

It’s been less than a decade since the word “multichannel” came into use to describe selling through more than one medium. But the complex new world of multichannel merchandising includes potential pitfalls that at best may confuse customers and at …

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In Channel Integration, Cross Channel

May 25, 2006




Meads Lands at Victoria’s Secret Direct

On Aug. 4—exactly one year to the day that she left Dodgeville, WI-based apparel cataloger Lands’ End–Mindy Meads will join Victoria’s Secret Direct as president/CEO. Meads, who became a vice president at Lands’ End in 1991 and was named president/…

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In News

May 6, 2006




ACCM Show Daily: What’s News in the Exhibit Hall

What better place to introduce products and services for multichannel merchants than at the largest conference for multichannel merchants. Here’s a selection of new and noteworthy offerings on display at the Exhibit Hall of the Annual Conference for Catalog & …

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In Channel Integration, News

May 1, 2006




Get with the Loyalty Program

Creating a loyalty program that works is more critical now than ever. Case in point: The number of shoppers who defined themselves as longtime loyal customers dipped to 77% this year from 84% in 2005, according to a study by Adjoined Consulting and …

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In Channel Integration, Cross Channel

May 1, 2006




Gaps across the channels

My recent shopping trip to apparel merchant The Gap reinforced just how far we have to go in terms of fully realizing multichannel customer benefits at most retailers. A seemingly simple task of returning an online purchase to a Gap …

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In Channel Integration, CRM

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