The Mark Group-A 50-Year Legacy of Service (1,709 words)
The Mark Group knows that its time-starved, affluent consumers also tend to be impatient consumers. Therefore, the company takes great pride in its promise to deliver goods as quickly as possible—without charging an arm and a leg. "When we say same-day shipping, we mean it. If we get an order for in-stock merchandise by 3 p.m. (Eastern time), it goes out the same day," says Miller. The company's regular delivery method is Priority Mail from the Post Office for apparel items and Airborne@Home for small hard- goods packages. It also offers overnight delivery, via Federal Express, on any order received by 6:30 p.m. (Eastern time).
Of course, speed is nothing without accuracy, so The Mark Group has invested in the systems to provide both to its customers. "CommercialWare's AS400 system is at the heart of our order-processing system. It's integrated real time into the OneSoft Web software [which the company recently purchased for its Internet business], so regardless of whether an order comes in via phone, mail or Web, it goes into one system," says Scott Bryant, vice president of operations. "This makes order handling seamless and makes it easy to track order and delivery status."
While both speed and accuracy are absolutely important for any fulfillment operation, hassle-free returns are another major service priority. With every order from either the Internet or catalog channel, a postage-paid return label is enclosed, making it possible for the customer to simply seal up the package, attach the enclosed label and hand it back to his or her postal carrier in order to return any unwanted items. The Mark Group's return policy has always been unconditional. Customers have unlimited time to return the product for any reason. The company only deducts a return shipping charge from the shopper's refund if she or he is not exchanging the item for another.