MCM CommerceChat https://multichannelmerchant.com MCM CommerceChat, where we explore all aspects of direct-to-customer commerce. Hear from key thought leaders on eCommerce, Operations and Fulfillment, and Marketing, as well as new technologies and trends that shape the industry going forward. Fri, 24 May 2019 17:55:52 +0000 en-US hourly 1 https://wordpress.org/?v=4.7.3 MCM CommerceChat by Multichannelmerchant.com, where we explore all aspects of direct-to-customer commerce. Hear from key thought leaders on eCommerce, Operations and Fulfillment, and Marketing, as well as new technologies and trends that shape the industry going forward. MCM CommerceChat clean episodic MCM CommerceChat wwpsentry-itunes@yahoo.com wwpsentry-itunes@yahoo.com (MCM CommerceChat) MCM CommerceChat by Multichannel Merchant MCM CommerceChat https://multichannelmerchant.com/wp-content/uploads/powerpress/MCM_Podcast_Logo_Design_3000_by_3000.jpg https://multichannelmerchant.com TV-G Chico’s Sees Success with Mobile Messaging https://multichannelmerchant.com/marketing/chicos-sees-success-mobile-messaging/ Thu, 16 May 2019 14:10:27 +0000 https://multichannelmerchant.com/?p=129443 https://multichannelmerchant.com/marketing/chicos-sees-success-mobile-messaging/#respond https://multichannelmerchant.com/marketing/chicos-sees-success-mobile-messaging/feed/ 0 <p>Women's apparel brand Chico's is connecting with customers in a new way through mobile messaging, which helps the brand connect with its customers on a personal level. In the latest MCM CommerceChat podcast, Chico's talks about the success it has found with mobile messaging. </p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/marketing/chicos-sees-success-mobile-messaging/">Chico’s Sees Success with Mobile Messaging</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> Women’s apparel brand Chico’s is connecting with customers in a new way through mobile messaging, which helps the brand connect with its customers on a personal level.

“Some of the challenges was being able to connect with the customer the way she wants,” said Steve Lamb, Director of Digital Marketing and Media for Chico’s.  “I think mobile messaging gives us a new way to talk to our customer in a way we haven’t been able to before.

Lamb said mobile messaging has enabled for the brand to create great engagement, lift average order value, and increase conversion rates. The most important part of integrating this channel, it has helped Chico’s drive customers into its brick-and-mortar locations.

“Messaging continues to skyrocket, messaging is how consumers communicate with their friends, family and more and more brands are using it,” said Jack Philbin, CEO of Vibes, a mobile engagement platform, which worked with Chico’s.

In the latest MCM CommerceChat podcast, Lamb and Philbin, will talk further about the importance of mobile messaging and meeting customer expectations in retail today.

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Women's apparel brand Chico's is connecting with customers in a new way through mobile messaging, which helps the brand connect with its customers on a personal level. In the latest MCM CommerceChat podcast, “Some of the challenges was being able to connect with the customer the way she wants,” said Steve Lamb, Director of Digital Marketing and Media for Chico’s.  “I think mobile messaging gives us a new way to talk to our customer in a way we haven’t been able to before.
Lamb said mobile messaging has enabled for the brand to create great engagement, lift average order value, and increase conversion rates. The most important part of integrating this channel, it has helped Chico’s drive customers into its brick-and-mortar locations.
“Messaging continues to skyrocket, messaging is how consumers communicate with their friends, family and more and more brands are using it,” said Jack Philbin, CEO of Vibes, a mobile engagement platform, which worked with Chico’s.
In the latest MCM CommerceChat podcast, Lamb and Philbin, will talk further about the importance of mobile messaging and meeting customer expectations in retail today.
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MCM CommerceChat clean 19:49
Nordstrom, the Retail Industry and Ecommerce Sales Reporting https://multichannelmerchant.com/ecommerce/retailers-ecommerce-results-transparent-vs-opaque/ Mon, 29 Apr 2019 15:37:42 +0000 https://multichannelmerchant.com/?p=128793 https://multichannelmerchant.com/ecommerce/retailers-ecommerce-results-transparent-vs-opaque/#respond https://multichannelmerchant.com/ecommerce/retailers-ecommerce-results-transparent-vs-opaque/feed/ 0 <p>As ecommerce takes a greater share of retail sales, the view into relative channel strength has been somewhat opaque. But Nordstrom recently began reporting ecommerce as a percentage of net sales, not just a growth percentage. Tune in to the latest MCM CommerceChat podcast to hear more on this interesting development. </p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/ecommerce/retailers-ecommerce-results-transparent-vs-opaque/">Nordstrom, the Retail Industry and Ecommerce Sales Reporting</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> As ecommerce taking a greater share of sales at traditional brick-and-mortar retailers, store sales have become challenged, as evidenced by hundreds of doors closing. But the view into the relative strength of the two channels has been somewhat opaque, especially with retailers including digital sales into their year-over-year comp figures. That is until recently, when Nordstrom began reporting ecommerce results as a percentage of net sales, providing greater visibility.

Multichannel Merchant caught up with Wolf Richter, publisher of the Wolf Street financial blog, to talk about Nordstrom’s channel breakout in its financials. We also discuss the ongoing challenge of balancing support for and investment in physical stores and ecommerce as shopper habits and preferences continue to evolve.

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As ecommerce takes a greater share of retail sales, the view into relative channel strength has been somewhat opaque. But Nordstrom recently began reporting ecommerce as a percentage of net sales, not just a growth percentage. Multichannel Merchant caught up with Wolf Richter, publisher of the Wolf Street financial blog, to talk about Nordstrom’s channel breakout in its financials. We also discuss the ongoing challenge of balancing support for and investment in physical stores and ecommerce as shopper habits and preferences continue to evolve.
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MCM CommerceChat clean 24:19
How to Foster Gender Equality in Retail https://multichannelmerchant.com/operations/how-to-foster-gender-equality-in-retail/ Wed, 03 Apr 2019 15:15:12 +0000 https://multichannelmerchant.com/?p=127769 https://multichannelmerchant.com/operations/how-to-foster-gender-equality-in-retail/#respond https://multichannelmerchant.com/operations/how-to-foster-gender-equality-in-retail/feed/ 0 <p>Greater gender equality and diversity are imperative in businesses today. In the latest MCM CommerceChat podcast, Nalani Brown, Implementation Project Manager for Millennial Services, LLC., talks about how gender equality is transforming the way in which companies operate today and promotes a more equitable culture in various areas of retail and ecommerce. Nalani will be speaking on this topic at Ecommerce Operations Summit, April 9-11 in Columbus, Ohio.</p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/operations/how-to-foster-gender-equality-in-retail/">How to Foster Gender Equality in Retail</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> Greater gender equality and diversity are imperative in businesses today.  Companies are making it their mission to create pay parity and provide opportunities for promotion and leadership.  Studies have shown that gender diversity creates a more engaged work culture and increases the bottom line.

The Gallup Poll found that 14% to 19% saw an increase in net profit in companies with gender diversity.  A McKinsey study found that an average 15% increase in net profit within gender diverse units. Gender diversity touches all areas of a business including customer care and the customer experience.

In the latest MCM CommerceChat podcast, Nalani Brown, Implementation Project Manager for Millennial Services, LLC., talks about how gender equality is transforming the way in which companies operate today and promotes a more equitable culture in various areas of retail and ecommerce.

 

 

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Greater gender equality and diversity are imperative in businesses today. In the latest MCM CommerceChat podcast, Nalani Brown, Implementation Project Manager for Millennial Services, LLC., talks about how gender equality is transforming the way in wh... The Gallup Poll found that 14% to 19% saw an increase in net profit in companies with gender diversity.  A McKinsey study found that an average 15% increase in net profit within gender diverse units. Gender diversity touches all areas of a business including customer care and the customer experience.
In the latest MCM CommerceChat podcast, Nalani Brown, Implementation Project Manager for Millennial Services, LLC., talks about how gender equality is transforming the way in which companies operate today and promotes a more equitable culture in various areas of retail and ecommerce.
 
 
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MCM CommerceChat clean 15:49
Are You Customer Obsessed? Putting Customers at the Heart of Your Business https://multichannelmerchant.com/marketing/customer-obsessed-putting-customers-heart-business/ Mon, 01 Apr 2019 15:02:51 +0000 https://multichannelmerchant.com/?p=127615 https://multichannelmerchant.com/marketing/customer-obsessed-putting-customers-heart-business/#respond https://multichannelmerchant.com/marketing/customer-obsessed-putting-customers-heart-business/feed/ 0 <p>Putting customers at the heart of everything you do is vital to business success, requiring customer obsession driven by insights and engagement to create a virtuous cycle. In the latest MCM CommerceChat podcast, Ross Kramer, CEO of email marketing automation company Listrak, talks about customer obsession based on its research conducted with Forrester in late 2018.</p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/marketing/customer-obsessed-putting-customers-heart-business/">Are You Customer Obsessed? Putting Customers at the Heart of Your Business</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> Putting customers at the heart of everything you do is vital in order to be successful in your business. It requires what is known as the “customer obsession” where retailers use insights and engagement from customer relationships to create a virtuous cycle.  In order to do this, marketers need features and functions in their technology solutions in order to add value with the path to purchase.

The solutions retailers create must add value at the individual level in order to see the outcomes like higher customer lifetime value and revenue growth. Retailers who fail to connect the functionality to positive customer and business outcomes run the risk of making false assumptions about their customer’s preferences and fall behind in the customer obsession.

In the latest MCM CommerceChat podcast, Ross Kramer, CEO of email marketing automation company Listrak, talks about the customer obsession based off of research Listrak conducted with Forrester Research in late 2018.

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Putting customers at the heart of everything you do is vital to business success, requiring customer obsession driven by insights and engagement to create a virtuous cycle. In the latest MCM CommerceChat podcast, Ross Kramer, The solutions retailers create must add value at the individual level in order to see the outcomes like higher customer lifetime value and revenue growth. Retailers who fail to connect the functionality to positive customer and business outcomes run the risk of making false assumptions about their customer’s preferences and fall behind in the customer obsession.
In the latest MCM CommerceChat podcast, Ross Kramer, CEO of email marketing automation company Listrak, talks about the customer obsession based off of research Listrak conducted with Forrester Research in late 2018.
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MCM CommerceChat clean 22:49
Women Make Strides in Omnichannel Operations https://multichannelmerchant.com/operations/women-make-strides-in-omnichannel-operations/ Tue, 26 Mar 2019 18:52:32 +0000 https://multichannelmerchant.com/?p=127477 https://multichannelmerchant.com/operations/women-make-strides-in-omnichannel-operations/#respond https://multichannelmerchant.com/operations/women-make-strides-in-omnichannel-operations/feed/ 0 <p>For years, ecommerce operations have been perceived as a male-dominated world. However, it's become evident today that women are making noticeable strides and taking on more leadership roles. In the latest MCM CommerceChat podcast, Angie Stocklin, Co-Founder and COO of One Click, talks about how her company has made an effort to be more inclusive as a way to ensure growth and opportunity. </p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/operations/women-make-strides-in-omnichannel-operations/">Women Make Strides in Omnichannel Operations</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> For years, ecommerce operations have been perceived as a male-dominated world. However, it’s become evident today that women are making noticeable strides and taking on more leadership roles.

Women are fighting off stereotypes and an unconscious bias that exists in the industry.  It is important today for both men and women to be part of a more inclusive and diverse group of industry leaders.

In the latest MCM CommerceChat podcast, Angie Stocklin, Co-Founder and COO of One Click, talks about how her company has made a conscious effort to ensure growth and opportunity to both genders in a safe working environment.  Stocklin also offers some tips on how other omnichannel retail brands can do the same.

Angie is being honored during the Recognizing and Celebrating Women in Omnichannel session within the Women in Operations program at Ecommerce Operations Summit 2019, April 9 -11 in Columbus, Ohio.

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For years, ecommerce operations have been perceived as a male-dominated world. However, it's become evident today that women are making noticeable strides and taking on more leadership roles. In the latest MCM CommerceChat podcast, Angie Stocklin, Women are fighting off stereotypes and an unconscious bias that exists in the industry.  It is important today for both men and women to be part of a more inclusive and diverse group of industry leaders.
In the latest MCM CommerceChat podcast, Angie Stocklin, Co-Founder and COO of One Click, talks about how her company has made a conscious effort to ensure growth and opportunity to both genders in a safe working environment.  Stocklin also offers some tips on how other omnichannel retail brands can do the same.
Angie is being honored during the Recognizing and Celebrating Women in Omnichannel session within the Women in Operations program at Ecommerce Operations Summit 2019, April 9 -11 in Columbus, Ohio.
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MCM CommerceChat clean 13:28
How Are U.S. Retailers Doing in Omnichannel vs. Other Markets? https://multichannelmerchant.com/mcmcommercechat/127013/ Tue, 12 Mar 2019 15:44:58 +0000 https://multichannelmerchant.com/?p=127013 https://multichannelmerchant.com/mcmcommercechat/127013/#respond https://multichannelmerchant.com/mcmcommercechat/127013/feed/ 0 <p>What areas of omnichannel operations need improvement? What challenges and opportunities are retailers facing? Charles Dimov of OrderDynamics, discusses his company's recent research in this MCM CommerceChat podcast, and will go into greater depth at Ecommerce Operations Summit 2019, April 9-11 in Columbus, OH.</p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/mcmcommercechat/127013/">How Are U.S. Retailers Doing in Omnichannel vs. Other Markets?</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> Although the U.S. is one of the largest retail markets, it lags behind other major countries in some key omnichannel metrics. For instance, out of over 700 U.S. retailers surveyed, only 27% offer Buy Online Pickup In-Store (BOPIS), placing it last among seven major markets. What other areas need improvement? What challenges and opportunities are retailers facing as they look to step up their game? Charles Dimov, VP of Marketing, Omnichannel Retail OMS for OrderDynamics, discusses his company’s recent research into best practices and competencies both here and abroad in this latest MCM CommerceChat podcast.

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What areas of omnichannel operations need improvement? What challenges and opportunities are retailers facing? Charles Dimov of OrderDynamics, discusses his company's recent research in this MCM CommerceChat podcast, MCM CommerceChat podcast.
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MCM CommerceChat clean 23:20
Is the Customer Always Right? A Look At a Good Customer Experience https://multichannelmerchant.com/operations/customer-always-right-look-good-experience/ Mon, 11 Mar 2019 19:53:35 +0000 https://multichannelmerchant.com/?p=126967 https://multichannelmerchant.com/operations/customer-always-right-look-good-experience/#respond https://multichannelmerchant.com/operations/customer-always-right-look-good-experience/feed/ 0 <p>"The customer is always right," is a slogan that promises that retailers give the highest priority to the customer experience. But is it a true statement? This latest MCM CommerceChat podcast takes a look at the validity of this statement and what it means for the overall customer experience. </p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/operations/customer-always-right-look-good-experience/">Is the Customer Always Right? A Look At a Good Customer Experience</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> “The customer is always right,” is a slogan that promises that retailers give the highest priority to the customer experience.  But is it a true statement? That may not necessarily be so.  It takes a look at whether or not companies are doing their due diligence to identify and separate out the customers with a problem from the problem customers.

Retailers will often talk about personalizing and customizing for its best and most loyal customers but it doesn’t address the subset of people that can actively take up time and resources of the customer experience staff. As social media and brand complaint websites are more prevalent,  it has become increasingly more difficult to control the narrative.

In the latest MCM CommerceChat podcast, Stan Lucas, Principal of Lucas Advising, LLC., talks about whether the customer is always right and how it can have an impact on the customer and the retailer alike.

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"The customer is always right," is a slogan that promises that retailers give the highest priority to the customer experience. But is it a true statement? This latest MCM CommerceChat podcast takes a look at the validity of this statement and what it... Retailers will often talk about personalizing and customizing for its best and most loyal customers but it doesn’t address the subset of people that can actively take up time and resources of the customer experience staff. As social media and brand complaint websites are more prevalent,  it has become increasingly more difficult to control the narrative.
In the latest MCM CommerceChat podcast, Stan Lucas, Principal of Lucas Advising, LLC., talks about whether the customer is always right and how it can have an impact on the customer and the retailer alike.
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MCM CommerceChat clean 23:06
How Technology Enhances the Customer Experience https://multichannelmerchant.com/operations/how-technology-enhances-the-customer-experience/ Thu, 28 Feb 2019 13:30:50 +0000 https://multichannelmerchant.com/?p=126643 https://multichannelmerchant.com/operations/how-technology-enhances-the-customer-experience/#respond https://multichannelmerchant.com/operations/how-technology-enhances-the-customer-experience/feed/ 0 <p>In retail today, technology is playing a vital role to offer the best experience for customers. It has enabled retailers to personalize the relationship between the customer and the retailer. In our latest MCM CommerceChat podcast, Logan Crane, Vice President of Operations for Boll & Branch talks about how the brand has used technology to get a more centric view of the customer journey. </p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/operations/how-technology-enhances-the-customer-experience/">How Technology Enhances the Customer Experience</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> In retail today, technology is playing a vital role to offer the best experience for customers. It has enabled retailers to personalize the relationship between the customer and the retailer. Having the right data about the customer gives retailers an opportunity a different shopping experience based off of historical information whether it’s through navigation or making an actual purchase.

For Boll & Branch, this has been the focus by thinking about who the customer is and what they are looking for.  Using the data at their finger tips the brand has been able to understand how to communicate with the customer throughout the journey.   The data the company has collected has let them take the pieces it needs to do better moving forward.

In our latest MCM CommerceChat podcast, Logan Crane, Vice President of Operations for Boll & Branch talks about how the brand has used technology to get a more centric view of the customer journey.  Hear more from Logan in her speaking session at Ecommerce Operations Summit 2019, April 9-11 in Columbus, Ohio.

 

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In retail today, technology is playing a vital role to offer the best experience for customers. It has enabled retailers to personalize the relationship between the customer and the retailer. In our latest MCM CommerceChat podcast, Logan Crane, For Boll & Branch, this has been the focus by thinking about who the customer is and what they are looking for.  Using the data at their finger tips the brand has been able to understand how to communicate with the customer throughout the journey.   The data the company has collected has let them take the pieces it needs to do better moving forward.
In our latest MCM CommerceChat podcast, Logan Crane, Vice President of Operations for Boll & Branch talks about how the brand has used technology to get a more centric view of the customer journey.  Hear more from Logan in her speaking session at Ecommerce Operations Summit 2019, April 9-11 in Columbus, Ohio.
 
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MCM CommerceChat clean 13:15
Tackling the Challenges of Store Inventory Accuracy https://multichannelmerchant.com/operations/tackling-challenges-store-inventory-accuracy/ Tue, 19 Feb 2019 13:15:48 +0000 https://multichannelmerchant.com/?p=126375 https://multichannelmerchant.com/operations/tackling-challenges-store-inventory-accuracy/#respond https://multichannelmerchant.com/operations/tackling-challenges-store-inventory-accuracy/feed/ 0 <p>If stores are the weak link in inventory accuracy, how do you improve it to avoid stock-outs and dissatisfied customers? Steve DeNunzio of Ohio State's graduate logistics program covers the challenges and solutions in this MCM CommerceChat podcast. He'll also lead this discussion at Ecommerce Operations Summit in Columbus, OH.</p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/operations/tackling-challenges-store-inventory-accuracy/">Tackling the Challenges of Store Inventory Accuracy</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p>

Stores are often seen as the weak link when it comes to overall inventory accuracy relative to distribution and fulfillment centers. But retailers are relying on them more every day to fulfill orders either for store pickup, shipping to another store or directly to a customer. So how do you ensure greater store inventory accuracy to make sure orders are fulfilled correctly and on time, avoiding stock-outs and dissatisfied customers?

In this MCM CommerceChat podcast, Steve DeNunzio, Director, Master of Business Logistics Engineering (MBLE) talks about the challenges of store inventory management and accuracy and discusses examples of successful approaches taken by retailers.

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If stores are the weak link in inventory accuracy, how do you improve it to avoid stock-outs and dissatisfied customers? Steve DeNunzio of Ohio State's graduate logistics program covers the challenges and solutions in this MCM CommerceChat podcast. Stores are often seen as the weak link when it comes to overall inventory accuracy relative to distribution and fulfillment centers. But retailers are relying on them more every day to fulfill orders either for store pickup, shipping to another store or directly to a customer. So how do you ensure greater store inventory accuracy to make sure orders are fulfilled correctly and on time, avoiding stock-outs and dissatisfied customers?
In this MCM CommerceChat podcast, Steve DeNunzio, Director, Master of Business Logistics Engineering (MBLE) talks about the challenges of store inventory management and accuracy and discusses examples of successful approaches taken by retailers.
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MCM CommerceChat clean 20:34
The Risk/Opportunity of Try Before You Buy and Ecommerce Returns https://multichannelmerchant.com/mcmcommercechat/brightpearl-riskopportunity-try-buy-returns/ Mon, 04 Feb 2019 16:08:52 +0000 https://multichannelmerchant.com/?p=125803 https://multichannelmerchant.com/mcmcommercechat/brightpearl-riskopportunity-try-buy-returns/#respond https://multichannelmerchant.com/mcmcommercechat/brightpearl-riskopportunity-try-buy-returns/feed/ 0 <p>Try before you buy has become increasingly popular for apparel retailers because shoppers love it, but it can play havoc with returns. Justin Press of Brightpearl shares his insights in this latest edition of the MCM CommerceChat podcast. He will also lead a panel on this topic at Ecommerce Operations Summit, April 9-11 in Columbus, OH.</p> <p>The post <a rel="nofollow" href="https://multichannelmerchant.com/mcmcommercechat/brightpearl-riskopportunity-try-buy-returns/">The Risk/Opportunity of Try Before You Buy and Ecommerce Returns</a> appeared first on <a rel="nofollow" href="https://multichannelmerchant.com">Multichannel Merchant</a>.</p> Try before you buy has become an increasingly popular practice by a growing number of apparel retailers, including Amazon, Stitch Fix, Asos and Trunk Club, among others. For this reason, consumers have grown increasingly comfortable placing multiple orders, keeping just the one they want and sending the rest back.

But this of course can play havoc with their ecommerce returns and reverse logistics operations. Justin Press, general manager of North America and vice president of customer success for Brightpearl, has given a lot of thought to this subject and shares his insights in this latest edition of the MCM CommerceChat podcast.

 

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Try before you buy has become increasingly popular for apparel retailers because shoppers love it, but it can play havoc with returns. Justin Press of Brightpearl shares his insights in this latest edition of the MCM CommerceChat podcast. But this of course can play havoc with their ecommerce returns and reverse logistics operations. Justin Press, general manager of North America and vice president of customer success for Brightpearl, has given a lot of thought to this subject and shares his insights in this latest edition of the MCM CommerceChat podcast.
 
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MCM CommerceChat clean 15:38