Customer Experience Metrics Are Key Measures of Supply Chain Success

| Mike O'Brien

Nearly all supply chain managers responding to a recent survey by Convey and eft Supply Chain and Logistics Business Intelligence said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say they’re held accountable for standard customer experience KPIs.

How Omnichannel Can Beat Back Amazon and Attract Loyal Customers

| Charles Dimov

Though Amazon’s dominance of ecommerce may bring about feelings of doom or gloom, many retailers do not realize the influence they have to capture buyers before they default to Amazon. The key to achieving success is through providing omnichannel options that the ecommerce behemoth can’t match.

Why Your Company Needs a Data Attitude Adjustment

| Shawn Myers

In 2019, it’s no longer possible to deny the coming of data-driven disruption, which has touched industries from video gaming to grocery stores. Here is how companies can effectively use data to enhance the customer experience.

rue21 Rolling Out BOPIS in All 700+ U.S. Stores

| Mike O'Brien

Joining a growing group of retailers eager to match the heightened expectations of today’s shoppers and save on delivery costs, youth apparel seller rue21 has partnered with Mastek to offer buy online pickup in store (BOPIS) at its 700+ store locations. The rollout began in January and is expected to be completed by the end of March.

Building a Strong Loyalty Program with Emotional Bonds

| Samir Palnitkar

Today loyalty is a fusion of emotional engagement, trust and the ability to engage, meeting or exceeding customer expectations. Brand love reinforces trust, long-term relationships and faith in the future of a brand. See how leading brands like Sephora, Nike and TOMS have created emotional bonds that drive loyalty and CLV.

How Technology Enhances the Customer Experience

| Daniela Forte

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.

The Value of a Robust Customer Feedback Strategy

| Daniela Forte

Customer feedback is vital in any business or industry. Retailers in particular are utilizing it to not only put specific products under the microscope, but to also analyze how they’re providing the best experience across all their channels. Listen to the lastest MCM CommerceChat podcast with Martha Brooke of Interaction Metrics as she discusses the value of customer feedback.

NRF Study Finds 75% of U.S. Consumers Expect Free Shipping

| Mike O'Brien

Free shipping for ecommerce orders is an increasingly high priority for U.S. consumers, who are also embracing buy online pickup in store, according to a new Consumer View report from the National Retail Federation. The report found that 75% of consumers expect free delivery even on orders under $50, up from 68% last year.