March 8, 2006




Using Logistics to Win in a Multichannel World

Your boss walks into your office, shuts the door, and sits down. He looks worried and a little uneasy. “Our executive management committee just finished meeting with our board. It seems we need to tighten our logistics operations,” he announces, …

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In Uncategorized

March 1, 2006




Live from eTail: Taking a Page From Barnes&Noble.com

Palm Desert, CA—What does New York bookseller Barnes&Noble.com have that rival Amazon.com doesn’t? About 700 Barnes & Noble stores across all 50 states. The $4.9 billion company, which also operates150 B. Dalton bookstores, keeps the organizational structure of its …

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In News

February 23, 2006




Borders Launches Loyalty Program for Brick-and-Mortar Customers

Borders launched a loyalty rewards program Feb. 21 for its Borders and Waldenbooks brick-and-mortar customers, but an agreement with online partner Amazon.com will keep it from becoming a multichannel program.
According to Borders spokesperson Ann Roman, Amazon actually owns and …

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In News

January 31, 2006




Contact Center Tech: Diversity in Motion

The actual range of products included in the phrase “contact center technology” is extremely wide, even when restricted to hardware. Below are a few examples of products that give an idea of the diversity of available technologies.
Agent performance Roswell, …

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In CRM

January 25, 2006




OfficeMax Outlines a Turnaround

Two years after the former Boise Cascade Corp. acquired—and adopted the corporate name of—OfficeMax, the company continues to hone its business. On Jan. 24 it announced plans to close 110 “underperforming” domestic stores and open 70 new domestic stores in “key …

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In News

January 19, 2006




Mustard Maven Spices Sales with Search

It’s a typical American entrepreneurial story, the kind you’ll hear whenever small business owners get together. Wisconsin assistant attorney general and Boston Red Sox fan Barry Levenson swears off baseball after Bill Buckner’s “Boot Heard ‘Round the …

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In News

January 18, 2006




Live from NRF: Online Retailing Out, Multichannel Retailing In

New York–The gravestone on the fourth slide of Forrester Research vice president Carrie Johnson’s presentation at the National Retail Federation’s annual convention Monday was the proverbial picture that said 1,000 words. Online Retailing, it declared, is dead. Long live Multichannel Retailing.

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In News

January 1, 2006




Navigating the Multichannel MAZE

If the consumer landscape of the 20th century was anchored by stores, bolstered by catalogs, and reshaped by the Internet, then the emergence of the phenomenon called multichannel retail demands that merchants become expert practitioners of all three channels.
Right?

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In Channel Integration, Cross Channel

December 2, 2005




Retailers Need to Provide Greater Data Security, Survey Says

In an age of litigation and increasing government scrutiny of corporations, retailers must protect customers’ privacy — and they may not be doing a good job of it, according to a new international survey led by Retail Systems Alert Group …

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In Lists & Data - Buisness

December 1, 2005




Out of service

When customer service pundit Ron Willingham decided to buy a TV set, he expected the process to be fairly straightforward. As head of Integrity Systems, a Phoenix-based training and development company, and author of a series of nationally renowned books …

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In Channel Integration, Operations & Fulfillment

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