How Reverse Logistics Makes Online Returns Easy And Keeps Customers Happy

More and more major online retailers are offering free and convenient returns, and the experience is creating return customers. It’s no simple feat, since returns are an integral part of doing business.

A recent white paper from Newgistics noted that the average manufacturer will spend up to 15 percent of its total revenue on returns alone. But the ease of the experience for the consumer, retailer and supplier alike can mean the difference between success and exasperation.

4 Easy Ways to Refresh Your Company’s Branding Without Spending Too Much Money

Have you ever gone into your closet at the change of a season looking for something to wear to mark the change (it’s finally chilly!)—and left disappointed? After ignoring your fall/winter clothes for the better part of half the year (in Texas), your clothes seem boring, blah and so last season. Well, instead of throwing on a pair of jeans and whatever t-shirt looks good with a scarf, refresh your wardrobe by mixing what you already have up a little.

The same concept is true for your company. A web designer once told me that companies usually spend a lot of time and effort building a website they’re happy with, then leave it stagnant. Then after two years, they’re unhappy with it again. I have worked with clients who are never completely happy with their company messaging and try to do a complete rewrite every year. I get that—the market changes, customer needs change, you find what works, what doesn’t—but there has to be a better and less time-intensive way to refresh a company’s brand without a complete overhaul of your website, collateral, messaging, etc.

1. Blitz your Blog. Reorganize and refresh the design of your blog instead of your entire website. Give your blog’s template a shiny new look—change up your categories, or add more. Putting more internal and external (promotional) focus on an interactive and ever-changing messaging avenue such as your blog will allow your company to respond more quickly to changing trends or hot topic industry news. And you’ll be less likely to grow tired of your website.

2. Create an evolving campaign. Evolving campaigns are brand initiatives that involve a central static idea with variable details/messages that change based on different tradeshows, product launches, customer events or promotions your company is planning. For example, take a look at our Be Spectacled campaign. Our central idea is our monocle man’s Be Spectacled slogan, which challenges our visitors to make their public relations program shine (with us, of course). Currently, we’re focusing our Be Spectacled efforts on NRF 2013, a huge retail technology-industry tradeshow. In the past, we’ve focused the campaign on South by Southwest Interactive. Our Be Spectacled evolving campaign lives in a prominent location on our homepage, and this helps our website stay up-to-date with our changing focus.

3. Quarterly reviews of messaging with sales team. The sales team is a great source of information when it comes to messaging. They’re out in the field every day speaking with prospects and customers, so they are loaded with information about the most common challenges prospects experience and can see first-hand what messaging points resonate with prospects and customers. Sales teams can point to the benefits your company’s services provide that are most important and helpful to customers. Sit down with your sales team every quarter to refresh company messaging. This ensures that it changes little by little instead of in huge chunks—which means less time and effort on the marketing team’s part!

4. Socialize. Social media can be an easy and cost-effective way to give your company a boost in chatter and activity. If your company is not on LinkedIn, Twitter and/or Facebook, yet, then you probably should be (with some exceptions). Brands should be involved with even more—Instagram and Pinterest are a must for brands right now. Ketner Group is even dabbling in some Instagram and Pinterest activities. Already in the social world? Change your social media profile photos and information. Something this little could provide you with a breath of fresh branding and is something your followers may notice.
On that note—follow Ketner Group on our other social pages—Facebook, LinkedIn and Twitter.

How Setting Relevant Geofences Can Increase Loyalty

Mobile is a game changer. Retailers have been watching as customers walk into their stores, mobile phone in hand, in order to use their locations as showrooms, scanning barcodes for better deals on Amazon. Retailers must turn the tables and harness mobile phones to their benefit, instituting branded, rich apps that bring customers into their location on their terms, providing relevant, time-sensitive notifications with valuable information in order to drive in-store and in-app purchases.

Sprouts to Deploy Enterprise Business Intelligence Platform

Natural and organic foods retailer Sprouts Farmers Markets, which operates 148 retail stores across eight states, has selected Manthan’s ARC platform for enterprise-wide reporting and analytics.

The grocer plans to use Manthan Systems’ dynamic analytical views and dashboards for greater insights into product sales, store operations, labor, task management, inventory optimization and merchandising as well as to enable Sprouts personnel to immediately see key business opportunities, identify trends, and enhance the decision-making process.

 

Favorite memories of NRF – A Look Back at 12 Years of the Big Show

This year, Ketner Group will have officially been going to the NRF Show for 13 years. A lot has changed since Jeff’s first trip to the Big Show in 2000 – an attack on our country, two wars, two presidents, a few recessions, numerous technology advances, just to name a few.  We have been very lucky over the past twelve years to support more than 12 different clients at NRF, and make so many great friends along the way.  Going to New York every January is something our team looks forward to every year, and this year, we are excited to launch a new KG website and our “Be Spectacled” marketing campaign. Be sure to seek us out at the show to get your own KG mustache and monocle!

To get you in the NRF mood, we’ve collaborated on our favorite memories from NRF over the years.  Enjoy!

Caitlin: The Incredible (Yellow) Snow Storm of 2011

Hands down, my favorite NRF memory has to be the snow storm of 2011! As a Texas girl I rarely get to see inches of snow falling so quickly all around me, and I have to admit that my fellow Texas colleagues and clients got really excited, too. We had a snowball fight in the middle of Times Square and we all laughed so hard. My colleague, Valerie, picked up a fresh patch of snow, threw it at me, and we both realized moments later that the snow beneath it was…yellow. Yes, it was that kind of snow.

Jeff: Making the KG Mark at NRF

The very first time I went to NRF was in 2000, representing Cornerstone Retail Solutions, which later became 360Commerce. I met a senior editor at the time with Executive Technology, and she was bowled over that I had actually taken the time to connect her with a retailer to interview at the show – the client got an exclusive story out of the interview, which ran in Executive Technology and Women’s Wear Daily. Later that day, she brought a colleague by and introduced me as “the one PR guy at the show who really gets it.” My other favorite memories from NRF include the very first Rock and Roll Retail event in 2010. It was pure garage-band rock and roll and a great bonding experience. And 2011 was a blast, with the snow, a full complement of clients, and having our whole Ketner Group team turn out for the show.

Brittany: A Walk We Will Never Forget

My favorite moment was from NRF 2011. Catherine, Caitlin, Valerie and I finished up a long day on the show floor and dragged our tired bodies on board a complimentary shuttle bus that would take us from the Javits Center back to our hotel. Keep in mind that these Texans were all woefully unprepared for the extreme winter weather NYC experienced that week–10-20 degree weather, inches upon inches of snow, howling wind, the winter works. Even the 10-step walk from the Javits door on to the bus was uncomfortable. We found seats and settled in, and a few moments later the bus departed. Well, it departed only to completely die every time it came to a complete stop, which in rush hour traffic in the city is basically every 20 feet. The driver would brake, the lights and heat would go off, and the bus would go “guh guh guh gu gu g g” and would slowly lurch to a stop. You can only imagine the sighs of exasperation from everyone onboard by about the seventh break down, sighs that were only topped by the final breakdown, at which point the driver gave up, exited the bus and headed down the street – all without saying a word to any of us. So, there was nothing left to do but get off and walk back to Times Square. This walk, remember, is in freezing weather on frozen sidewalks. We slipped, slid, shivered and giggled uncontrollably the whole way home. And we couldn’t catch a cab to save our lives! If memory serves, it was an awful half hour for these freezing Texas girls, but we have never laughed so much at NRF, ever!  A glass of cab in a warm hotel bar never felt so good.

Catherine: Bullets, and Babies and Broadway, Oh My!

NRF 2013 will be my 9thanniversary of attending NRF – wow!  Thinking back to my first NRF in 2003 – I was newly married and so excited about my first trip ever to NYC.  I remember being so excited to go out and explore the city as soon as I got there, but I was such a chicken (and was freezing to boot!) that I only made it a few blocks before I high-tailed it back to the Marriott Marquis. I really have so many favorite memories of NRF it’s hard to narrow it down to just one!  Instead, I’ve decided to take a little trip down memory lane and highlight just a few of my most memorable moments from the Big Show:

  • 2003: First NRF, first time riding in a cab all by myself, first time seeing a Broadway musical, and going club hopping with the crazy fun team from Wincor Nixdorf.
  • 2004: Sal LoSauro and John Hall treated Jeff Ketner and I to a wonderful steak dinner in Manhattan then took us to see Rockefeller Center. After, we took the elevators at 30 Rock up to the (now closed) Rainbow Room for a fun cocktail party.
  • 2005: I was pregnant with my daughter, Madeline, that year – so, when I wasn’t on the show floor, I stayed in my hotel room most of the time – watching TV and eating hamburgers and ice cream!
  • 2009: Pregnant with my son, Nolan. That year, my favorite memory has to be when Valerie and I discovered that a client’s press kit box had been hijacked somewhere between Austin and NYC. Not only were more than half of the press kits destroyed, but there were papers in the box that were not ours, not to mention we found a bullet casing!  Needless to say, there was a lot of freaking out in the hotel room that afternoon!
  • 2011: This has to be the BEST NRF of all time. The whole KG team was in NYC that year, and that was the year of the great snowstorm that slammed the eastern seaboard.  Because of the storm, we were snowed in for an extra day and got to explore the city – even got to explore Central Park! Snowball fights with our fun clients from Digby, braving a Russian Vodka room (which I think was a Russian Mafia hangout) with our fun client from Escalate, and we all went to a Karaoke bar and sang our hearts out until 2 a.m.  Oh, and we did a little work, too!
  • 2012: My favorite memory from last year’s show was getting to sit in the fourth row to see Mary Poppins on Broadway!  Our last night in NYC, Jeff Ketner treated Caitlin and me to a Broadway musical, and we had a blast!

NRF in NYC: KG’s Highlights for 2013 Attendees

It’s that time of year again…NRF is just around the corner! While some of you are seasoned NRF vets like ourselves, we know that a few tips on coffee shops, lunch hot spots and popular sights might be useful for the newbies! New York City in January can be brutal, but this city truly never sleeps, so we’ve got just the stuff to pull you out of the cold stupor of winters in the Empire City and have a great time at NRF!

See the Theatre!

The KG Team always tries to see a Broadway show every time we head to NRF. It’s an experience only found in New York City. If you get to the city a couple days before the conference begins, settle in and hit the musicals! See Wicked at the Gershwin Theatre or Phantom of the Opera at the Majestic Theatre on January 11 – it can start off your week in NYC with a bang! Stomp, Chicago the Musical, Rock of Ages and Mamma Mia! are other popular Broadway shows running during the conference!

NRF Networking – Beyond the Conference!

NRF is a great venue for meeting new people and making fresh connections. Make networking more fun by attending some company parties held during the conference! We’ve got a few suggestions on the best events to schmooze and booze:

  • Retail Touchpoints party. This event is hosted by the team at Retail Touchpoints and is geared for retailers.  The RTP always picks a great location! Last year the event was at Bobby Flay’s Bar American – yum!
  • Rock N Roll Retail. This event is hosted by RIS News and is a great way to unwind after busy days at the convention!
  • Super Saturday. Hosted by RetailROI, this event brings in analysts to give industry insights to retailers.
  • Retail Insider’s party. Cathy Hotka of Cathy Hotka & Associates hosts an annual Retail Insider’s party for retailers and industry analysts. This is usually an invitation-only event but a great one if you can make it!
  • Gartner Sunrise Breakfast. For retail executives only, this event hosts analysts from Gartner to speak on strategy research and industry best practices.

Check out this list of more NRF networking events to put on your calendar!

Caffeinate!

Since we don’t want to get involved in NYC’s best pizza debate, we’ll stick with something we know – coffee. We love teasing our president, Jeff, about his massive coffee consumption at NRF, but when you realize just how much energy you need to survive a crazy week of early mornings and late nights, access to a good cup o’ joe is no laughing matter! If you’re looking for more than a Starbucks frap, check out these local NYC java gems:

  • Abraco – “This place serves serious coffee” says Adam from A Life Worth Eating. Its espresso concoctions are equal to some of the top roasters in town, but if you’re on the run (headed to the next item on your NRF agenda!) Adam recommends grabbing a quick drip coffee- “guaranteed to be good”!
  • Joe the Art of Coffee – “Joe is perhaps the best all-around coffee shop in New York City” according to Eater New York blogger Greg Morabito.

Eat, Drink and Be Merry – Even after the Holidays!

If you’re looking for quality cuisine, NYC has it covered. While we can’t attempt to offer suggestions for every delicious dive in the city, we can send you a few recommendations we’ve discovered thanks to some NYC native bloggers as well as some finds of our own!

  • Nice Green Bo. A must-try for any fan of Chinese food, according to NYC fashion blogger Taylor Morgan. “It’s a local hole in the wall that is amazing! They are famous for their dumplings but everything is good!”
  • City Sandwich. Tons of variety and if you can’t get away from the convention center, order online!
  • Shake Shack. This is a Must-Do for any NYC visitor! The legendary long lines are worth the wait for a good burger and fries with a shake on the side.
  • ‘witchcraft. The “top notch” Great Pumpkin Sandwich crowns this awesome sub menu, according to Gothamist blogger Jen Carlson.
  • Not to mention the food trucks! Check out these top five food trucks in NYC and if you’ve got a hankering for some vegan breakfast goodies, check out the Cinnamon Snail!
  • Market Table. KG had the good fortune of stumbling across this little eatery in 2011. The menu has an upscale, foodie feel, without the extraordinarily large NYC price tag. Everything we ordered was delicious, from roast lamb to spaetzel pork, and the wine list was also excellent.

If you’ve got time for touring…

We know you’ll be busy at the conference for most of your time in New York City, but if you plan to build in some downtime, check out these fun sights!

  • Union Square. According to Taylor Morgan, there’s a great farmer’s market and shopping in this area. She also recommends hitting the Coffee Shop diner for some pancakes!
  • 9/11 Memorial. An important site to make time for while visiting New York City, recommended by Lonely Planet blogger Jason Castellani.
  • 14th & 9th Avenue. We thought this suggestion might be a cool way to see something different in NYC! Suggested again by Taylor Morgan, this area has Chelsea Market and the Highline, “which is an old train track turn beautiful walking path/garden that is raised above ground level. Very cool.”
  • Staten Island Ferry. This is an easy (and free!) way to see a few of the sites without paying for a formal tour. Another great suggestion from Castellani.

Valley Apparel installs NGC’s ERP, Shop Floor Control tool

New Generation Computing Inc (NGC Software) announced that Valley Apparel, a U.S. manufacturer of high-end outerwear for the U.S. military, has gone live with the latest versions of NGC’s ERP and Shop Floor Control software.

Valley Apparel, headquartered in Knoxville, Tennessee, is a U.S. government contractor that provides rugged, high-end outerwear and tactical gear for the United States Army, Air Force, Navy and Marine Corps.