Operations & Fulfillment

Vermont Country Store

Vermont Country Store On Creating Agents as “Shopkeepers”

| Mike O'Brien

What does it mean to have CSRs act not just as problem-solvers but as “shopkeepers”of your brand’s unique style? Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, explain the concept, and how they train their agents to extend the down-home feel of the company’s trademark stores to every channel and interaction, while being alert for “cues and clues” that can lead to cross-selling and upselling opportunities.

power shopper

6 Steps to a More Effective, Holistic Omnichannel Strategy

| Steven La Schiazza

A cross-functional approach is key to a successful omnichannel strategy, enabling a seamless customer experience that can drives sales and profits. Merchandising, logistics, marketing and planning departments all play a key role in the assortment, pricing and promotions that influence the outcome. Without across-the-board participation, your efforts can fall flat. Here are 6 steps to a more effective omnichannel strategy.

J.C. Penney Continues Turnaround with Strong Q4

| Mike O'Brien

J.C. Penney posted strong Q4 and 2015 numbers, citing omnichannel tactics as a big part of its continuing turnaround, in a period when competitors stumbled. The return of popular private-label brands and the recent addition of appliances by customer demand are evidence that the company has been responsive to what shoppers want. Learn more about the retailer’s recent performance.

order confirmation email

How to Create an Award-Winning Email Communications Experience

| Liz Harrington

What are the best practices in brand communications, especially in the critical area of transmitting a customer’s order information? Learn how SmartHub from eBay Enterprise + Innotrac analyzes its data to determine the winners and losers. And come to the Operations Summit, April 12-14 in Cincinnati, to find out the winners of the 2016 Excellence in Customer Experience Awards.

Week in Review: UPS Invests in Deliv to Learn About Same-Day Market

| MCM Staff

UPS took a big leap this week by investing in crowdsourced startup Deliv, getting a seat on its board and a front-row seat on its operating model. Stay tuned to see how the carrier is able to leverage this relationship to better understand and take advantage of the burgeoning sector of the on-demand economy.

Deliv

UPS Looks to Learn More About Same-Day Model Through Stake in Deliv

| Mike O'Brien

In a move aimed at better understanding the inner workings of the same-day delivery model, UPS has purchased a stake in crowdsourced delivery startup Deliv. Just how UPS will leverage this relationship and what it learns remains to be seen, but it surely has its eye on the burgeoning same-day delivery space, including competitor FedEx’s service for Neiman Marcus and others.

middle east

Customers in the Middle East are Willing to Wait

| Tim Parry

Consumers in the Middle East love to shop, and shoppers in countries such as Saudi Arabia, United Arab Emirates, and Egypt have shown a penchant for ecommerce shopping. Iyad Kamal, COO of global logistics and transportation solutions provider Aramex, explains why customers in the Middle East are willing to wait 3 to 4 days for slower shipping from the U.S.

FedEx

UPS Challenging FedEx-TNT Deal in Brazil

| Mike O'Brien

Three years after having its acquisition of TNT snagged on EU regulatory concerns, UPS has filed an appeal of the FedEx-TNT deal. Will this latest move hang up the $4.8 billion deal for its main rival, announced last April? Stay tuned for the next installment.

key performance indicators, KPIs, operations and fulfillment, warehouse/distribution Center, distribution center, direct-to-consumer, direct-to-consumer operations, performance metrics, employee productivity, employee coaching, manager training

13 Steps To Help You Plan An ERP System File Conversion

| Curt Barry

An ERP system file conversion “don’t get no respect,” as Rodney Dangerfield would say. Everyone knows they need to write programs and convert files. However, it’s not uncommon to leave off detailed discussion of which files and tables to convert, what data fields and how much data (this year’s only or how many years’ history) until the implementation. So to help, here are 13 steps to help you navigate the often tedious but critical process.

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