“Nagisa Manabe, the chief marketing and sales officer with the USPS, offered a preview of an array of initiatives that the agency is working on to improve and expand its services through the use of technology, tapping into unused infrastructure and by forging new partnerships. [...] Manabe described the agency’s vision for “forward distribution centers,” a plan to offer retailers access to unused areas within USPS distribution facilities, making it easier to deliver merchandise in short windows, not unlike Amazon’s strategy of opening up new outbound hubs all around the country. Additionally, Manabe said that the Postal Service is working to make it easier to process returns of orders placed online. That starts with the shipping labels, which Manabe says should be reconfigured within the next few months to include return freight that could be activated when a customer needed to send back an order. [Source: Ecommerce Bytes]
“RetailMeNot announced today that it will be acquiring the team behind personalized shopping startup Pickie. Pickie provides a personalized email newsletter and iPad app to show users products that they would like to buy, based on your interests and mentions by friends on social networks. Designed as part magazine, part catalog, Pickie created a beautiful, shoppable experience for its users. The company is being acquired by Austin, Texas-based RetailMeNot, the online coupon giant which went public last year.” [Source: TechCrunch]
“Effective training of the customer service staff (or anyone that interacts with customers) is critical for small-business success. This means ongoing coaching on what to say and, perhaps more importantly, what not to say when a customer calls. What are some examples of things reps shouldn’t say, but often do?
1.“No problem.” This is becoming the standard reply when a customer says thank you. Why? It’s silly, because why should helping a customer ever be “a problem”? This phrase is lazy and thoughtless. Instead use: “You’re welcome, thanks for coming/calling.” This shows direct appreciation for the customer patronizing the company.
2. “Please hold.” Putting a customer on hold optimizes the employee’s time. Why should the customer wait to be helped after the phone call has been answered?Instead use: “Thanks for calling, how can I help you today?” Have systems that tell holding customers how long the wait time will be or what number they …
“Julep, a cosmetics and beauty brand and e-commerce platform, has raised $30 million in Series C financing; Azure Capital, Madrona Venture Group, Altimeter Capital, Andreessen Horowitz and Maveron all participated in the round. The new investment brings Julep’s total venture funding to $56 million. Celebrity backers include Will Smith and Jay-Z. Founded by former Starbucks executive Jane Park, Julep produces its own nail polishes, mascaras, moisturizers, lip glosses, face creams and other cosmetics that are sold on its site. The brand also has a monthly beauty and subscription service, through which it distributes its own products. What makes the startup unique is its social approach to product development.’ ” [Source: TechCrunch]
“Ad execs have long relied on truckloads of coffee to stoke their creativity. Now one agency is counting on a java company, Bay Area-based Peet’s Coffee & Tea, to help reinvent the industry’s jittery business model. Last month, Peet’s hired Razorfish(PUB:FP), a global digital agency, to revamp its e-commerce business. But instead of working for a fee, Razorfish is earning a share of the profit from the rejiggered site—when and if it rises. “We’re all in,” says Pete Stein, Razorfish’s global chief executive officer. ‘None of our costs are paid for if profits don’t go up.’ ” [Source: Bloomberg Businessweek]