customer service puzzle

Customer Service: 3 Golden Rules for 2021

| Greg Hanover

Delivering a prime customer service experience is not just about having enough staff or responding in a timely and efficient manner. Customers have options, and in order to keep customers in your corner, you have to ensure that the customer service team is not only strong, but supported, informed, and experienced.

Ecommerce Operations Summit 21 banner feature

Ecommerce Operations Summit 2021: It’s Here!

| Mike O'Brien

Hard to believe it, but it’s here! Ecommerce Operations Summit 2021 is kicking off this Tuesday, Aug. 17 at the Gaylord Opryland in Nashville, and we have lots of great things on tap for you as we regather in person as a community of ecommerce/DTC operations and fulfillment professionals.

3PL UPS eFulfillment

As 3PL Demand Grows, Partner Selection is Critical

| Mike O'Brien

Consumers focus on curbside pickup, fast delivery, trouble-free returns and seamless experiences, but retailers face heightened fulfillment challenges, leading more of them to embrace 3PLs. And getting it right is essential. This special report dives into the trends, outlining key decision factors when considering a 3PL partnership.

e-grocery curbside Walmart feature

E-Grocery Frequency Increasing, Gallup Finds

| Mike O'Brien

Even a year-plus into the pandemic, more U.S. consumers are leaning into e-grocery and less are visiting stores, according to a new study from Gallup, reflecting continued uncertainty and concern among shoppers. Overall, the percentages of consumers using e-grocery remain in the single digits.

Four Tech Trends Accelerating a Retail Revival

| NedHayes

Consumers are bringing their spending back to offline retailers in 2021, and a now a retail revival, and a likely boost to in-person retail, has already begun. Here are four key technology trends that your brick-and-mortar store can use to accelerate customer engagement in the coming consumer wave.

Large Brands Going DTC, But Hurdles Remain

| Jimmy Duvall

On the surface DTC seems like a no-brainer: Cut out the middleman, increase margins, gain customer insights in an increasingly crowded retail marketplace. However, this pivot will still be difficult for larger brands. Let’s take a look at some of the roadblocks and lessons retailers can learn from those who have been successful. 

bed bath & beyond

Bed Bath & Beyond Doubles Same-Day Footprint with Roadie

| Mike O'Brien

Seeing greater demand from customers for immediate fulfillment of ecommerce orders, Bath Bath & Beyond is expanding its same-day delivery to 700 stores covering nearly 16,000 ZIP codes, a near doubling, through a partnership with Roadie. The retailer is also allowing customers to pick up online orders curbside as early as 8 a.m.

MCM CommerceChat podcast

Rolling With the Changes, Meeting New Demand at Tractor Supply

| Mike O'Brien

As the pandemic settled in, many were looking to escape urban environs and get back to the land. Letitia Webster, Tractor Supply’s SVP of ecommerce, omnichannel and MDM, and a keynote at Ecommerce Operations Summit (Aug. 17-18, Nashville) talks about how her team met this new demand and improved processes along the way.

ShipBob headquarters feature

ShipBob Raises $200M, Joins Growing Unicorn Club

| Mike O'Brien

ShipBob, a provider of software and services to optimize shipping for ecommerce companies, has raised $200 million in a new funding round, pushing its valuation over the $1 billion mark in a crowded unicorn field as it looks to expand globally and support customers as they add new channels.