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Holiday Preparedness Best Practices for Retail eBook

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Holiday Preparedness Best Practices for Retail eBook. Learn what top retailers like BestBuy, The Jones Group, Limoges Jewelry, Phillz Coffee, Papyrus, and Fab.com are doing to prepare for the holiday …

Holiday Preparedness Best Practices for Retail eBook. Learn what top retailers like BestBuy, The Jones Group, Limoges Jewelry, Phillz Coffee, Papyrus, and Fab.com are doing to prepare for the holiday season

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  • 1. Holiday Preparedness for Retail Best Practices To read more about these companies and other case studies, go to: www.1to1media.com
  • 2. Deck the Halls!Retailers Gearing Up for Holiday Shopping We might still be a few months away from the busiest shopping time of the year, but for retailers the holidays are just around the corner. Forward-thinking business leaders know that in order to have a successful holiday season, they need to start making plans early on. Not only do they have to make sure their staff members— both permanent as well as any seasonal hires—are well prepared to handle the increase in customer traffic, but retailers also need to make sure their online properties are up to date and won’t crash during the shopping peak. Further, savvy retailers have analyzed their per- formance over the past years and will be implementing learnings into this year’s preparedness plan. Best Buy Canada, The Jones Group, Limoges Jewelry, Philz Coffee, Papyrus, and Fab.com share their holiday pre- paredness plans. www.1to1media.com Featured Companies:
  • 3. ead more about Best Buy Canada’s holiday preparedness plan: www.1to1media.com Recognizing the necessity of looking back and analyzing what worked and what didn’t, Best Buy Canada says holiday planning starts with a thorough review of the previous season, outlining successes and pinpointing areas of improvement. “In retail you always need to be evolving. We learn something every year,” notes Robert Pearson, vice president of ecommerce at Best Buy Canada. Pearson also highlights the need to accurately forecast what customers will want to purchase very early on in order to have those items in stock. “In retail you always need to be evolving. We learn something every year.” — Robert Pearson, vice president of ecommerce at Best Buy Canada Last Christmas Imparts Important Lessons
  • 4. ead more about The Jones Group’s holiday preparedness plan: www.1to1media.com With customers increasingly using mobile to shop, The Jones Group wants to provide a simple and reliable experience. Michael Hines, the company’s vice president of e-commerce, notes that customers also find it difficult to input information on mobile sites, especially while they’re on the go. In order to address this problem, the company is integrating PayPal on its brands’ mobile sites, allowing for a quick payment system. The Jones Group is integrating PayPal on its brands’ mobile sites, making it easier for customers to shop on their mobile phones Mobile Commerce Is Coming to Town
  • 5. ead more about Limoges Jewelry holiday preparedness plan: www.1to1media.com An increase in sales is what retailers want to see, but this can also spell problems unless the organization is well prepared. Limoges Jewelry’s 2011 offer that included free shipping and guaranteed delivery by December 24 almost fell victim to its own success. Jon Ozaksut, the company’s ecommerce marketing manager, notes that Limoges had to splurge on expensive expedited shipping to make sure customers received their orders on time. While last year Limoges responded with an earlier cutoff shipping date, this year the company is working on an even better solution. The company is also leveraging social media to get a real-time indication of customer sentiment. “We want to take a proactive approach when something goes wrong,” Ozaksut notes. “We want to take a proactive approach when something goes wrong.” — Jon Ozaksut, Limoges’ Jewelry ecommerce marketing manager Driving Home (the right message) for Christmas
  • 6. ead more about Philz Coffee’s holiday preparedness plan: www.1to1media.com A pound of coffee makes for a great stocking stuffer and Philz Coffee, a San Francisco-based chain, sees a good spike in sales. Jacob Jaber, the company’s CEO, notes that last year the company was offering discounts on its house blend and the increase in sales meant that associates were taking a long time packaging purchases. In response, this year the company decided to pre-package its house blend at the warehouse to allow associates to be more agile and have more time to serve customers. All I want for Christmas Is...a Positive Experience Pre-packaging its popular house blend will allow Philz Coffee’s associates to be more agile and spend more time with customers.
  • 7. ead more about Pap ’ holiday preparedness plan: www.1to1media.com With Americans purchasing some 1.6 billion holiday cards, including box sets, during the holiday period, this time is of critical importance for Papyrus, notes Dominique Schurman, CEO of the popular chain’s parent company, Schurman Retail Group. Preparedness is key, with the first step being analyzing sales data to make a retail plan for the coming year. “We start preparing [for next year] the day after Christmas,” Schurman says. She says part of Papyrus’ holiday preparedness plan is looking at how the company can add more value to its customers by providing exceptional service, not just during the holidays but every day. Waiting for the Mailman “We start preparing [for next year] the day after Christmas.” —Dominique Schurman, CEO Schurman Retail Group
  • 8. ead more about Fab.com’s holiday preparedness plan: www.1to1media.com Fab.com used the summer months to train its customer service team, the Crackerjacks. Holiday preparedness is not solely the job of one part of the organization, stresses Susan Ho, director of operations of online design retailer Fab.com. Instead the whole company is focused on making the holiday season the best experience possible. Ho notes that preparation starts early and the com- pany is using the summer months to train the Crackerjacks, its customer service team, helping them focus on quality interactions that customers expect. Preparing for a Fabulous Holiday Season
  • 9. Connect with1to1 Media http://pinterest.com/1to1media/https://plus.google.com/ https://www.facebook.com/1to1media @1to1mediahttp://linkd.in/1to1insiders ead more about these companies and other case studies, go to: www.1to1media.com

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