Getting the Culture Right Unlocks Great Customer Experience

| Antonia Hock

Putting the customer first is what you typically hear from companies that aim to build a customer-centric culture. That isn’t wrong, but also not the full picture. In fact, a customer-centric culture in an organization will not be sustainable without the commitment and conviction of the people who design, build, implement, and serve every day. Here are how retailers are providing culture-first approach to customer experience

FedEx Reportedly Slashing Prices on Express Service

| Mike O'Brien

Close on the heels of its decision earlier this month to cut ties between Amazon and its Express air delivery unit, FedEx is reportedly offering big discounts on the service to draw in more ecommerce business and take it away from rival UPS, according to the Wall Street Journal.

Delivery Flexibility, Options Win Customers in the Age of Amazon

| Guy Bloch

Amidst shifting consumer demands and a move towards true omnichannel, retailers’ ability to leverage their physical presence is vitally important. Options such as deliver from store, buy online pickup in store (BOPIS), buy online return in store (BORIS) and delivery drop-offs in lockers are a major advantage over online retailers.

Kroger Pilots 30-Minute Grocery Deliveries in Cincinnati Area

| Mike O'Brien

In the never-ending quest for delivery immediacy, grocer Kroger is testing out 30-minute deliveries in its home market of Cincinnati, cutting the promised time from Amazon’s Prime Now in half. Called Kroger Rush, the service costs $5.95 per order, with the first order free, and requires an app download.

Cross-Border Shipping: Overcoming Global Headwinds, Trade Issues

| MCM staff

The global shipping landscape may go through one and possibly two seismic shifts this fall: either a Brexit in the UK, a U.S. pullout from the Universal Postal Union, or both. So how should you prepare? How quickly can you adjust your shipping plans? This latest special report from MCM taps experts and explores these issues in detail.

Shopify Launches Fulfillment Network for SMB Merchants

| Mike O'Brien

Shooting across Amazon’s bow with its FBA program, Shopify is going all-in on ecommerce fulfillment, tapping 3PL partners to provide two-day delivery across the U.S. for merchants on its ecommerce platform, many with physical stores, while letting them keep customer data and a branded packaging experience.

The True Cost of Ecommerce Backorders

| Brian Barry

Studies have shown that ecommerce backorders can cost you $15 to $20 each, eroding profits. This includes customer service calls; fulfillment labor, shipping and packing material costs. Also, backordered items often have a higher return rate. Here are 8 practical solutions to help you reduce ecommerce backorders and stockouts.

FedEx Expands Pickup Network with Dollar General Partnership

| Mike O'Brien

FedEx has partnered with discount retailer Dollar General, offering dropoff and pickup services at 8,000 Dollar General stores by the end of 2020, giving it rural penetration it lacked. Along with its own stores and partnerships that also include Walgreens, Kroger and Albertsons, FedEx now has a network of 62,000 locations.

Improving Store Inventory with Technology, Processes

| MCM staff

Compared to distribution or fulfillment centers, store inventory is often seen as the weakest link when it comes to SKU accuracy, with rates that can be as low as 65%. As omnichannel demand picks up, stores are playing a critical role in ecommerce order fulfillment. Here are some quick tips from an expert panel at Ecommerce Operations Summit.

Target, Walmart Find Fresh Ammo in Grocery Wars

| Mike O'Brien

After weeks of concentrating its fire on Amazon, Walmart is now dealing with a flank action from Target as the latter has fully integrated its Shipt same-day delivery service with Target.com. Walmart, for its part, just launched a $98 per year subscription program for same-day grocery delivery, a service that normally costs $9.95 per order.

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