Machine Learning, Crowdsourcing Speed Up Online Surveys

| Rastislav Ivanic

Online surveys provide valuable insights into everything from product design and packaging to consumer buying habits. But today’s research platforms often impose a tradeoff between speed and simplicity and the richness of actionable insights. A combination of machine learning and crowdsourcing concepts is solving this problem.

MCM CommerceChat podcast

How JOANN Stores Upped Its Customer Service Game

| Mike O'Brien

JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Hear how JOANN was able to improve its customer care metrics, including reducing ticket backlog and speeding up response times, and boost its NPS scores, in this MCM CommerceChat podcast.

10 Tips for Balancing Self-Service, Hands-On Customer Care Support

| MCM staff

Consumers are getting better at navigating ecommerce on their own. But not every feature of customer care can or should be automated, leaving merchants to figure out where to lend hands-on support, and what to make self-service. An expert panel at Ecommerce Operations Summit 2019 provided 10 tips to help you navigate this issue.

Customer Experience Metrics Are Key Measures of Supply Chain Success

| Mike O'Brien

Nearly all supply chain managers responding to a recent survey by Convey and eft Supply Chain and Logistics Business Intelligence said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say they’re held accountable for standard customer experience KPIs.

Your Most Important Business Success Metric – Customer Loyalty

| Chad Storlie

Business is besieged with metrics. Return on Investment (ROI), website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important, but customer loyalty might be the best metric to evaluate the success of a business. Here is how to maintain customer loyalty for your business.

Save the Date: Operations Summit 2017

| Mike O'Brien

The Multichannel Merchant team is getting geared up and excited about the sixth annual Operations Summit 2017, which will be held in Pittsburgh, PA March 27-29 at the David L. Lawrence Convention Center. Put it in your calendar now to make sure you and your team don’t miss the only event exclusively about direct-to-customer and omnichannel operations.

Using NPS to Increase Customer Happiness

| Angie Stocklin

An acronym for “Net Promoter Score,” NPS gives us a direct window into the happiness and loyalty of our customers. But fool you not, this metric is trickier than it seems. Let’s first start by talking about what NPS is and how we calculate it.