Retailers are having a hard time updating their supply chain systems and technologies to keep up with the new reality of heightened customer expectations in an era of digital disruption but are feeling increased pressure to do so quickly, according to a new survey from Convey.
To execute the perfect customer order, your order management solution must deliver what customers now expect – the omnichannel experience of buy anywhere, fulfill anywhere and return anywhere. Otherwise, they’ll quickly find somewhere else where they can get that experience.
You expend big sums of money to launch websites, acquire customers, put contact centers and fulfillment in place, but how do you actually monitor customer service performance? To avoid the kinds of issues that can cause even loyal shoppers to vote with their feet, here are 5 tried-and-true ways to improve your customer service.
What does it take to create excellence in brand communication? L.L. Bean, an iconic brand, has been doing it right for decades. Brad Mason, the company’s SVP of brand communication, discusses the company’s approach with Multichannel Merchant. The company is a finalist in the category for this year’s Excellence in Customer Experience awards, with the winners announced March 29 at Operations Summit 2017 in Pittsburgh.
Giant omnichannel players such as Walmart, Bed Bath & Beyond, Pier 1 Imports and Target have lowered their free-shipping thresholds to better compete with Amazon. Here are how merchants of all sizes can look into their operations for ways to control their shipping costs.
In an effort to remain competitive and cut costs, iconic brand L.L. Bean is considering changes to its famous free shipping and returns. This follows policy changes instituted last year by Nordstrom, another brand famous for its generous returns policy.
Having seen success in a 10-store pilot of buy online, pickup in store (BOPIS) program in the third quarter of 2016, Michael Kors plans to roll it out across all of its 300-plus U.S. locations this quarter. The company has also seen success with its new line of wearable technology, and is continuing its pullback from the wholesale channel.
Pure Industrial Real Estate Trust, with FedEx and Best Buy as clients, said ecommerce will make up 50% of its Canadian warehouses, up from 30% today. See what other plans the company has, including wooing Amazon as a client north of the border.
Intelligent omnichannel order allocation allows you to make smarter order fulfillment decisions. With real-time inventory visibility across warehouses, stores and 3PLs, you can dynamically set up and apply business rules to automate processes, reduce costs, speed delivery or combine a number of factors to profitably meet customer expectations.
FedEx Supply Chain, rebranded from the company’s 2016 acquisition of Genco, is rolling out FedEx Fulfillment, a solution that provides a full suite of warehouse, inventory management and delivery services for small- to medium-sized businesses that is directly competitive with Fulfillment by Amazon (FBA).