MCM CommerceChat Podcast

How Salyers Group Joined the Fight Against Coronavirus

| Mike O'Brien

It’s inspiring to hear stories of individuals and businesses stepping to help in the fight against the “invisible enemy” that is the novel coronavirus. Lauri Sullivan, CFO and COO of The Salyers Group, discusses the company’s various efforts and how they’re keeping connected with customers in our latest MCM CommerceChat podcast.

How Digitally-Fueled Customer Support Can Drive Ecommerce Growth

| Anand Janefalkar

While ecommerce is growing at double-digit levels, much of the focus has been on digitally transforming the purchasing experience, but the customer support experience is often overlooked. Here are ways both enterprise retailers and SMBs can transform their digital approach to customer support, boosting loyalty and sales.

4 Trends that Will Shape the Future of the Customer Experience

| Anand Janefalkar

Creating a unique, efficient, and personalized experience can have a tremendous impact on business growth.
As we head into the new year, here are 4 trends for ecommerce companies to keep an eye out for and leverage in order to transform their support center and elevate the customer experience.

MCM CommerceChat Podcast

How JOANN Stores Upped Its Customer Service Game

| Mike O'Brien

JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Hear how JOANN was able to improve its customer care metrics, including reducing ticket backlog and speeding up response times, and boost its NPS scores, in this MCM CommerceChat podcast.

REI, Neiman Marcus to Keynote at Ecommerce Operations Summit 2020

| Mike O'Brien

Keynote presentations from supply chain executives at REI and Neiman Marcus will headline Ecommerce Operations Summit 2020, which will be held April 14-16 at the Marriott Orlando World Center. The show will be packed with great sessions and thought leaders across a range of key topics and disciplines.

Insourcing vs. Outsourcing Customer Care: The Pros and Cons

| MCM staff

To outsource or not to outsource customer care, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO at Taylor Research Group, and William Pocock, senior operations manager for Dick’s Sporting Goods, suggested 8 steps to help merchants frame up the decision.

10 Tips for Balancing Self-Service, Hands-On Customer Care Support

| MCM staff

Consumers are getting better at navigating ecommerce on their own. But not every feature of customer care can or should be automated, leaving merchants to figure out where to lend hands-on support, and what to make self-service. An expert panel at Ecommerce Operations Summit 2019 provided 10 tips to help you navigate this issue.

The Farmer’s Dog Sees Customer Care Success

| Daniela Forte

Offering an authentic experience and maintaining long-lasting relationships with its customers is a goal for subscription-based dog food company The Farmer’s Dog. Here is how the company improved its customer care experience.

One Click Infuses Its Core Values and Brand Mission in Customer Care

| Daniela Forte

Indianapolis-based eyewear company One Click runs its entire business, particularly its customer care center, by implementing core values and spreading its brand mission. Angie Stocklin, Co-founder and COO, recently shared how the company hires and trains new contact center agents at Ecommerce Operations Summit 2019.

MCM CommerceChat Podcast

How to Foster Gender Equality in Retail

| Daniela Forte

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.