Special Deliveries and Happy Holidays Key to Customer Happiness

If there is anything we learned at all from 2014, it’s that merchants need to be different from their competitors in all facets of the business, especially the shipping and delivery portion of their business. Customers want free shipping; whether a merchant can provide that is the deal breaker.

Multichannel Merchant’s MCM Outlook 2015 survey was fielded between Feb. 17 and March 10, 2015 with 175 qualified respondents.

MCM Outlook Report CoverThis report curates the Operations + Fulfillment findings, including:

  • Whether free shipping is a hit or a miss
  • What type of delivery is important to customers
  • How drop-shipping comes into play
  • What systems are being implemented and planned in distribution centers
  • How merchants made 2014 a happier holiday

The following people direct-to-customer executives are interviewed in this report:

  • Aaron Hall, vice-president and head of purchasing, PartySuppliesDelivered.com
  • Tim Holody, chief operating officer, Seta Corporation
  • Michael Moseman, director of the customer contact center, Brooks Brothers
  • Angie Stocklin, co-founder and chief operating officer, One Click Ventures


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