Mike O'Brien
Mike O’Brien has worked in journalism, marketing and public relations for … well, quite a while. At Multichannel Merchant he focuses on the world of direct-to-customer operations and fulfillment, editing MCM’s weekly O+F Advisor newsletter, and programs the annual Ecommerce Operations Summit conference. Previously Mike was a senior account executive for Marx Communications, a boutique public relations firm working with marketing and advertising technology companies. Other past work includes stints as a media relations consultant for a concert promoter, a marketing communications specialist for a pharma software firm, a research analyst covering corporate e-learning and a daily newspaper reporter on every beat imaginable – except sports.
FedEx told analysts on a third quarter call that Amazon was simply addressing capacity issues with its own assets a la other major retailers, so they weren’t worried about the business. For the quarter, FedEx’s net income fell 19% to $507 million, while Ground revenue was up 30% to $4.41 billion. However higher costs due in part to network expansion and peak season demand caused the segment’s operating income to drop from $559 million to $557 million.
Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.
A new CBRE report has found that rapid growth in ecommerce returns is creating future demand for new or expanded facilities to handle reverse logistics. Find out how this trend is expected to play out and what the implications are for operations and fulfillment.
Companies are grappling with higher ecommerce return rates, and how to address reverse logistics as well as capturing the maximum value of inbound goods. Find out the results of the MCM Outlook Survey on ecommerce returns, and what can be done to keep the growing rates in check.
The Amazon effect is still having a major impact on DTC and ecommerce operations and fulfillment, judging by the results of the MCM Outlook Survey 2016. This impact is seen in the increasing frequency of same-day and next-day delivery offerings – and providers – as well as the growth in omnichannel operations, now seen as table stakes by many retailers. Find out more about the survey results and how they reflect industry trends.
Surprising no one, Amazon ended months of speculation by announcing it was leasing 20 Boeing 767 cargo jets from Air Transport Services Group Inc., while at the same time taking a 20% stake in the Wilmington, OH-based company. See what others are saying about this move.
For a growing number of merchant companies, automated systems have become a way to address the issues of increasing throughput and order accuracy while decreasing returns. In addition to accuracy, often the biggest driver of automation decisions, the ability to achieve higher throughput per headcount, increasing efficiency while keeping down labor costs, is also paramount.
The acquisition of home goods seller Hayneedle by Jet.com was a matter of right place, right time, not the result of an active pursuit in that category. Find out more about what Hayneedle brings to the table from Jet.com’s perspective, and about Jet’s performance and growth seven months after its launch.
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.
Startup and Amazon challenger Jet.com has massively expanded its inventory of home furnishings, acquiring ecommerce seller Hayneedle for an undisclosed sum. The move adds millions of new items like patio furniture and pet supplies to a Jet.com inventory that is heavily skewed toward everyday consumer goods.