Failing to fulfill customers’ orders in a timely fashion can spell disaster for retailers of any size. Delivering products late can kill sales, batter your reputation and destroy customer loyalty. It can also squander all of the time, money and resources you spent acquiring new customers. Which is exactly why merchants need to remember that the customer experience journey doesn’t end with a sale.
Sean Conlon, the co-founder and CEO of PetBox, got candid with Multichannel Merchant and opened up about his preferences for free shipping, same-day delivery, which merchant is mastering the fulfillment space, and his dreams of playing in the NFL.
With smartphone penetration in the US at a little above 61%, and a third of all Americans using tablets one thing is clear: the trend for ecommerce success is its all about mobile.
With sales of $1.08 billion for fiscal year 2013, an increase of 5.8%, it appears JCPenney has its ecommerce channel back on track. And on its Feb. 26 earning call, JCPenney chairman and CEO Mile Ullman said the retailer is ready to make ecommerce a part of an overall omnichannel sales strategy.
While the fourth quarter showed a 1.6% decline in sales, Karen M. Hoguet, chief financial officer at Macy’s, said moving forward the retailer plans on making strides in its omnichannel fulfillment initiatives including buy online, pick up in-store, and same-day delivery.
In order to gain a better perspective into the types of compromises and service changes the American public is willing to accept from the United States Postal Service, the Office of the Inspector General commissioned a small focus group to see where the public stood on funding, delivery locations, delivery days, and the overall future of the postal service.
Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.
A new email subscriber is eager to engage with you as soon as she welcomes you into her inbox, and your early interactions with her will set the tone for what you both hope will be a long relationship. A well-crafted series of welcome emails is crucial in meeting – and hopefully exceeding – her expectations.
Successfully growing your brand, leads and sales requires having deep understanding of the omnichannel customer journey, your ROI at the most granular level and your ability to be nimble enough to pull the levers that have the ability to move your organization forward.
To keep up with consumers’ expectations and compete with the biggest online brands, it’s more important than ever for merchants to master two key principles: giving consumers what they want, where they want it.