March 3, 2005




Broadband is First Step in Complex Online Shopping Experience

Two recent studies of online shopping behavior provide evidence of the growing complexity evolving around the multi-channel retail experience. The new Nielsen//NetRatings MegaView Online Retail service, which tracks online consumer retail activity and purchasing behavior, reveals that broadband consumers …

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In Uncategorized

March 1, 2005




Slow & Steady

There is a breakdown between the theory and the implementation of customer relationship management. The theory seems simple enough: Create a unique shopping experience for each customer based on extensive data analysis. After you collect information from multiple sources to …

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In Channel Integration, CRM

February 22, 2005




Measuring Multichannel, Not Just Online, Success

The increasing role of the Internet as a marketing and sales channel offers numerous opportunities to marketers, of course. But it also gives rise to new challenges. One of them, says Steve Tamke, senior vice president at Hackensack, NJ-based marketing …

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In News

February 16, 2005




Live from eTail 2005: Be “Reasonably” Consistent Among Channels

Palm Desert, CA–If you’re a multichannel marketer, your customers will understand “logical inconsistencies” in your shopping channels, according to Bill Bass, vice president/general manager, Sears Customer Direct, and senior vice president of e-commerce, Lands’ End. In the opening general …

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In News

February 1, 2005




Delayed reactions

Last month Catalog Tracker noted a nearly 8% decline in year-over-year catalog volume for October. Were merchants pushing back their holiday mailings in order to capture more business from procrastinators?
To a degree, yes. In November, Catalog Tracker (a service of …

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In News

February 1, 2005




The Store Fantastic

This month’s somber cover reflects the state of call centers today, but it also highlights their evolution into something rich and strange. Much the same thing may be happening to retail. While everyone’s going multichannel, it’s becoming increasingly clear that …

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In Opsandfulfillment_warehouse-20-03-2013, Shipping/Delivery

February 1, 2005




If I were in charge

As e-commerce reaches its 10-year anniversary, it’s an interesting time to reflect on what we have learned. According to ComScore Networks, holiday 2004 Internet sales were $15.8 billion, up 29% from 2003. Clearly merchants have learned how to effectively sell online. Products are delivered, …

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In News

February 1, 2005




TALES FROM THE FRONT

Neiman Marcus zaps zeppelin rumors
Alert the media: Actor John Travolta did not order a Zeppelin NT from the Neiman Marcus holiday catalog. In early December numerous media outlets ran with the story that Travolta had splashed out $10 million for …

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In Channel Integration

January 1, 2005




TJX goes multichannel at last

Part of the fun of shopping at off-price stores is the thrill of the hunt for a great bargain, which is also part of the fun of shopping online. That’s in part why Framingham, MA-based TJX Cos., the parent company …

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In International, News

January 1, 2005




Customer Service

There’s very little the world can throw at U.S. consumers to keep them from spending money,” a reporter for CNN/Money wrote in February 2003. Consumers were spending relentlessly, he said, despite terrorist attacks, a recession, millions of lost jobs, …

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In CRM, Opsandfulfillment_warehouse-20-03-2013

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