A Team-First Approach to Smart Retail Holiday Planning

| Bart Mroz

With the holiday season accounting for so much of a retailer’s annual sales, as much as 30% to 40%, achieving the highest possible holiday ROI is crucial. Here is what you need to know when it comes to planning your holiday strategy.

5 Common Customer Service Failures

| Sam Flanders

Companies with the highest levels of customer satisfaction always carry their goal of customer service perfection into the distribution center. It is too easy to think of the distribution center as an operation completely separated from the customer. And companies that do this do so at their own peril.

Don’t Run an Anti-Customer Service Strategy in Ecommerce

| Fang Cheng

Making it harder for customers to make returns or get in touch with you is a poor customer service strategy. So is slavish devotion to KPIs and this quarter’s results, while missing the bigger picture of the customer experience you’re creating. See what pitfalls this approach creates for your business, and how to avoid them.

Lands’ End on Being a Customer Experience Leader

| Mike O'Brien

What does it take to be a customer experience leader? Kelly Ritchi, SVP of Employee and Customer Services for Lands’ End, talks about the iconic brand’s philosophy and approach to customer service, what sets it apart and the business benefits it sees as a result. The company is a finalist in the leadership category for the Excellence in Customer Experience awards from Multichannel Merchant; winners will be announced during a luncheon on March 29 at Operations Summit 2017 in Pittsburgh.

Gap Birchbox

Birchbox on Achieving Excellence in Packaging

| Mike O'Brien

Pooja Agarwal, Vice President of Operations for Birchbox, talks to Multichannel Merchant Senior Content Manager Mike O’Brien about the company’s approach to packaging and how it achieves consistent excellence in this key area of the customer experience. The company is again a finalist in the category for the Excellence in Customer Experience Awards, with winners announced March 29 at Operations Summit 2017 in Pittsburgh.

How Data Science is Driving Customer Satisfaction

| Sujay Kar

The ecommerce space is going through a major transformation where one-to-one marketing and personalization are driving innovations through technologies like machine learning. Here are five ways data science can help drive customer satisfaction.