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.
It’s coming down to the wire for our Ecommerce Operations Summit 2020 call for speakers, which closes next Friday, Aug. 16. Our 9th annual event will be held April 14-16, 2020 at the Marriott Orlando World Center in Orlando, FL – a nice change of venue, don’t you think? Get your submission in now and elevate the conversation!
Consumers are giving brands a huge thumbs down when it comes to the overall shopping experience. According to a new study from Oracle and Customer Bliss, an overwhelming 82% of respondents said they had a disappointing or upsetting shopping experience, and 78% said they had been dissatisfied with a customer service experience.
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.
While the relationship between shipping options and cart conversion or abandonment is well established, the extent of the impact is shown in stark detail in a new report from ecommerce platform provider BigCommerce. More than two-thirds of consumers said they’ve abandoned a purchase based on poor shipping options.
About 70% of U.S. adults use one or more social media sites, according to Pew research, with many making direct purchases there, and savvy merchants are tapping into this trend. But they must be at the top of their order fulfillment game to succeed. Here are some best practices top brands are using in social commerce fulfillment.
Putting the customer first is what you typically hear from retailers. That isn’t wrong, but it’s also not the full picture. A customer-centric culture will not be sustainable without the commitment and conviction of those who design, build, implement and serve every day. Here’s how you can make it happen.
In a saturated industry, subscription box companies need a differentiator to succeed. From Blue Apron’s first-ever experiential retail popup shop to Birchbox’s partnership with Walgreens, they’re looking for ways to grow their business and meet consumer demands. Shipping excellence is one way to set yourself apart from the pack.