Merchandising Operations: Maintaining Customer Satisfaction with Strategic Communication
Online shoppers have high expectations when they place an order, especially during Black Friday and the holiday season. In this episode, Nicole Gardner (Chief Operating Officer of Dormify) and JD Woods (CXO/Chief Experience Officer of third-party logistics provider, Dotcom Distribution) share their insights and ways to improve the checkout and delivery experience while avoiding disappointment. Alongside VaynerMedia’s SVP of eCommerce, Sabir Semerkant, and Partner Manager for Shopify Plus, Mac King, Nicole and JD discuss a range of topics about operations, including over-communication with customers and the strategic relationship between brand and 3PL (third-party logistics). While coordinating early is key, they also highlight plans of action for unforeseen events, such as last-minute changes to an order profile, turbulent weather, and shipping delays. Wrapping up, Nicole and JD focus on hacks for their peak sale seasons, from boxing products to putting yourself in the shoes of your audience.