Following the “clicks-to-bricks” trend that has seen pure-plays like Brandless, Warby Parker, Amazon and Bonobos open physical locations, home goods seller Wayfair will open its first store this fall in a mall in Natick, MA, offering a curated selection of items for sale.
Welcome to the newly redesigned home of Multichannel Merchant, your one-stop destination for the latest trends, news, best practices and research covering ecommerce and direct-to-customer businesses. You’ll have easier access to resources like expert opinions, research, how-to content and vendor solutions.
You expend big sums of money to launch websites, acquire customers, put contact centers and fulfillment in place, but how do you actually monitor customer service performance? To avoid the kinds of issues that can cause even loyal shoppers to vote with their feet, here are 5 tried-and-true ways to improve your customer service.
Metrics to track and manage distribution center performance need to be meaningful, actionable and objective in order to impact performance and the business, attendees were told at Parcel Forum 2016. See what the head of direct-to-customer operations at Boot Barn had to say about how DC metrics support overall business goals.
What are you doing in your DTC fulfillment operations to create career paths? And how can you do this while ensuring the highest level of professionalism and productivity. Here are some tips to help you reduce turnover and improve employee performance.
As it struggles to woo more 20-something shoppers and faces fast-fashion competition, Abercrombie & Fitch announced plans to close 60 U.S. locations. Omnichannel and DTC were bright spots in a tough Q2, with DTC now representing 23% of sales. See what executives said about efforts to tweak its brand positioning and improve results.
American Eagle Outfitters has improved performance at its omnichannel DC by pooling DTC and ecommerce inventory in an “all active” processing environment. See what benefits the company has seen in peak season and throughout the year since the facility went all-omnichannel last year.
To do battle with Amazon, many DTC companies are looking to expand their distribution center network. But how do you weight the variables in terms of location, facility costs, inventory, transportation and shipping time, local labor and more? Here are 13 key points to consider in your decision process.
Omnichannel enjoyed buzz-worthy status in 2015, but that was just the beginning. This will be the year that omnichannel becomes “omni-essential,” driven by the increasing need to meet customers when, where and how they shop. Here are 3 reasons why this phenomenon is taking place.
What does it mean to have CSRs act not just as problem-solvers but as “shopkeepers”of your brand’s unique style? Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, explain the concept, and how they train their agents to extend the down-home feel of the company’s trademark stores to every channel and interaction, while being alert for “cues and clues” that can lead to cross-selling and upselling opportunities.