Batten down the hatches
The people at Orient Expressed thought they were ready for anything. We knew that we would be able to contact each other in the event of a disaster, says
Operations & Fulfillment
Across the street and into the warehouse
Time to visit the lifeblood of any catalog business: the distribution center. But to get to Orchard Brands’ DC from headquarters, you must cross the street.
Spotlight on NCOF
Welcome to our continuing series highlighting the speakers of the National Conference on Operations & Fulfillment, which Multichannel Merchant co-sponsors
Inside storage and inventory control
Distribution center storage and inventory control may not seem like the sexiest parts of a multichannel business. But unless you have the product in stock
Lillian to get even more personal
It’s no secret that Lillian Vernon takes pride in personalization. After all, the venerable gifts and housewares cataloger was founded 56 years ago around
Should customer service reps sell?
Customers love to buy. We love when someone helps us solve a problem, meet a need, satisfy a desire, or do something nice for ourselves. If it’s true,
Are You Ready for a Third Party Logistics Provider?
One area where successful companies are increasingly applying their adaptability is in their logistics and supply chain operations by outsourcing to a third-party logistics provider (3PL).
Are Two Carriers Better Than One?
When it comes to striking a balance between controlling costs and maintaining service levels, is it better to use multiple carriers or a single carrier? That question is becoming increasingly relevant, thanks to dramatic rate hikes and frequent changes in the parcel industry. Both approaches have merit, but to determine what
MCM E-Special Report: Get a handle on site abandonment
Most marketers understand that Website abandonment is a problem, but they don’t always know how bad it is. The 2007 Harris Survey of Consumer Behavior Online, sponsored by online software and services provider Tealeaf, reveals that 42% of consumers abandon a site when they experience problems.Some customers are using your site for research before heading to your store or picking up the phone to order. Or the quality of traffic on your site may have more to do with the problem. It’s the seemingly qualified customers who abandon that you need to be concerned about. Multichannel Merchant’s e-special report tells you where site abandonment stands, why it happens, and what you can do about it.
Study: Southerners more likely to register a complaint
According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.