OPERATIONS

Delivery outsourcer Deliv hires Amazon exec

BY Dan Berthiaume

Palo Alto, Caif. – Same-day delivery start-up Deliv has appointed Jeff Helms as head of delivery operations. The former senior Amazon leader joins the crowdsourced, same-day delivery provider as it plans for rapid expansion across the country.

In addition to managing last mile operations in Southern California for Amazon, Helms spearheaded the launch of the first Amazon logistics delivery stations in North America. Deliv allows retailers to offer their customers a same-day delivery option as they shop from their website, mobile app or from their physical brick and mortar store. By adding the Deliv same-day delivery option into their existing checkout process, the retailer fulfils orders from inventory from their local brick and mortar stores while maintaining ownership and data from each customer transaction.

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MARKETING/SOCIAL MEDIA

Study: Retailers lag in omnichannel capabilities

BY Dan Berthiaume

Austin, Texas – Retailers have barely reached the halfway mark in their journey to omnichannel maturity. According to the results of a new report from Starmount and Retail Systems Research (RSR) that asked retailers to rate themselves on six dimensions of omnichannel maturity, the lowest overall rankings (an average score of 2.7 on a six-point scale) were in omnichannel order and fulfillment capabilities.

In addition, 67% of retailers were “inefficient” or worse at integrating in-store and digital experiences. Other findings include:

• 71% of retailers are unable to successfully measure omnichannel customer engagement. Moreover, only 34% of retailers reported customer data collection capabilities at the “performing” or “differentiator” levels. Overall, customer engagement is not measured, and only basic statistics that are relevant to marketing are tracked at all.

• Half of all respondents were inefficient or worse at responsibility and ownership of omnichannel inventory. Moreover, 60% said they were inefficient or worse at maintaining inventory visibility across channels, and a disappointing 44% of respondents report “no capability” when it comes to measuring inventory performance.

“Part of the challenge in navigating omni-channel change is understanding how much change is really necessary,” said Nikki Baird, managing partner at RSR and an author of the report. “Up until now, I think a lot of retailers have tried to protect their businesses from change, rather than embrace it.”

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News

Overstock.com offers free loyalty program membership to first responders

BY CSA STAFF

Overstock.com is offering free Club O loyalty program memberships to active police officers, full-time firefighters, paramedics and certified emergency medical technicians.

Club O members receive free shipping and Club O Rewards equal to at least 5% of all purchases. In the Extra Rewards Store, customers can earn up to 25% in Club O Rewards. The Exclusives page offers weekly deals where Club O members can earn up to 40% in Club O Rewards. Members can accumulate these rewards and use them on future purchases. Those who qualify for the program can enroll by visiting the first-responders signup section on Overstock.

"First responders risk their lives to protect us," said Overstock CEO Patrick Byrne. "As a company, we are showing our gratitude by offering free memberships in Club O, the most generous loyalty program in online shopping."

First responders can have their identity verified through ID.me and relayed to Overstock to receive their free Club O membership. Once individuals sign up, they only need to enter a user name and password to receive benefits.

For customers who are not members, shipping is free on orders of at least $50. For orders less than $50, shipping is $2.95, regardless of how many items are in each individual order.

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