truck driver open road

The Supply Chain Crisis from the Driver’s Seat

| Mike Glodziak

Frontline workers have been the focus for the past two years. This term conjures up a variety of images, and until now truck drivers were probably not one of the first that came to mind. Drivers have been overlooked and overworked and in high demand throughout this pandemic – among the unsung heroes now getting their due.  

customer service agent

Top 3 Customer Service Predictions For 2022

| Liz Tsai

Technology, whether through automation or personalized chat settings, was a major trend in customer service during 2021. While it takes a careful balance of implementation, technology can pave the way to new, beneficial customer service practices, many of which are coming to fruition. Here are three trends to watch in 2022.

Ecommerce: The Frenemy of Retailers

| Jonathan Abraham

Ecommerce, once the enemy of retail, should be leveraged and treated as the frenemy. There will always be healthy competition for share of wallet. However, the real winners will be those who leverage ecommerce and all the rich data to better serve customers.

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First-Party Data: The Need is Real for Brands

| Pam Erlichman

Brands now have little choice but to build marketing and advertising initiatives around first-party data that consumers freely opt to share. But there are rules – and I’m not referring to GDPR, CCPA, CPRA or any other privacy law. The rules center on establishing trust.

Using Micro Influencers to Target Gen Z in 2022

| Austin Rotter

If the pandemic has taught ecommerce brands and retailers anything, it’s that being flexible in creating new avenues to engage with consumers, especially hard-to-reach demos like Gen Z, is mission critical for survival. For any brands targeting Gen Z shoppers, micro influencers will have to play an extremely important role.

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E-Grocery: There Are No Quick Fixes

| Frank Kouretas

Opting for full third-party delivery for grocers came with many short-term advantages, allowing them to offer e-grocery solutions overnight. But this lucrative solution may not be sustainable for grocers who intend to make online an important part of their business. Owning the full omnichannel experience pays long-term dividends.

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Is a New Ecommerce Fulfillment Center Right for You?

| Brian Barry

Your company’s ecommerce fulfillment center is running out of space. You have been tasked with determining whether the existing facility can scale up to the five-year business plan, or a new facility is required. Here is a helpful checklist to use in evaluating both your existing and potential new ecommerce fulfillment facilities.

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Customer Journey: Meet Buyers Where They Are

| Bradley Hearn

Whether a consumer goes from product awareness to shopping cart in 10 minutes or 10 months, the psychological journey is the same. Once brands and retailers take the time to understand buying intent at each stage of the customer journey, they can structure better strategies for product and business.

ecommerce fulfillment robot handshake

Ecommerce Fulfillment: 3 Ways to Optimize in 2022

| Perry Belcastro

Many retailers and brands are in survival mode when it comes to ecommerce fulfillment, looking for ways to handle record online order volume and maintain brand integrity while navigating supply chain challenges, an ongoing labor shortage and rising costs. To survive and thrive in 2022, here are three core strategies that can help.

7 Operational Strategies to Remain Competitive and Efficient

| Curt Barry

As you conduct strategic planning for fulfillment, what are the operational strategies you should consider to remain competitive and be efficient in the future? This post looks at 7 trends that are shaping operations in multichannel companies. Note: MCM will start featuring popular Top Hit posts like this one in a new e-newsletter.