Improving the Last Mile with Process, Technology

| Don White

While you have little control over an order once it’s out for delivery, your operations team is still a crucial cog in the last mile experience. You need the right processes and technology to get products to the customer as efficiently and accurately as possible for a smoother delivery and a better experience.

Kroger Finds Its Voice … Ordering

| Mike O'Brien

Grocery giant Kroger is adding voice ordering to its online arsenal, interestingly hitching its wagon to the Google Assistant voice app and not to Amazon’s Echo, at six of its associated brands, the company announced. See what else Kroger is up to as well as other tech skirmishes in the escalating online grocery wars.

Amazon Expands Free Shipping for the Holidays, Hires More Drivers

| Mike O'Brien

Pouring more water into its moat, Amazon has totally eliminated shipping charges this holiday season, removing the $25 threshold for non-Prime members on items ordered in time for Christmas delivery. Amazon is also hiring and managing thousands of seasonal delivery drivers to handle the holiday crush.

Holiday Customer Service Will Measure Up – If You’re Prepared

| Kim Houlne

Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.

How Tractor Supply Executed Its Omnichannel Strategy

| Daniela Forte

The goal for Tractor Supply has been to meet the needs of its customers at every touchpoint in an effort to evolve and support their lifestyle. Find out how the 1,700-store company has managed to marry its in-store and digital operations, creating a winning omnichannel experience where physical and digital complement one another.

How Lane Bryant Puts the Customer First at Every Touchpoint

| Daniela Forte

Putting the customer at the center of everything a brand does is vital to success in retail and ecommerce. In the latest MCMCommerceChat podcast, Bruce Pullens, Director of Customer Strategy and Insights for Lane Bryant, discusses why a customer-centric approach is critical and what it looks like within his company. Listen to what Pullens has to say about how retailers can achieve this.

A Snapshot of How Merchants Are Doing in Post-Purchase

| Mike O'Brien

In the latest MCM CommerceChat podcast, Manish Chowdhary, CEO of Pulse Commerce, discusses the company’s recent study that tracked live orders of leading merchants and analyzed 50,000+ purchase path data points. Learn what these results mean in terms of addressing the post-purchase performance gap.