Neiman Marcus Direct Expands Reverse Logistics Rollout

Extends use of Newgistics' returns service to Horchow and CHEF'S brands following pilot

Extends use of Newgistics' returns service to Horchow and CHEF'S brands following pilot

Boston, MA  August 29, 2003  Newgistics, a provider of returns management services for direct retailers, has announced that Neiman Marcus Direct, the direct marketing and fulfillment division of The Neiman Marcus Group, has successfully completed the pilot phase of Newgistics' SmartLabel returns service.

Following the pilot, Neiman Marcus Direct was set to roll out the SmartLabel returns service to the other Neiman Marcus Direct brands, Horchow, the luxury retailer for fine furniture, linens and decorative objects for the home, and CHEF'S, the leading retailer of top-quality cooking equipment. With the SmartLabel service, Neiman Marcus Direct offers a convenient way to return merchandise, helping to increase customer satisfaction.

"We are pleased with our customers' enthusiastic response to the SmartLabel service and look forward to continued success of the program with Horchow and CHEF'S," said Jessica Weiland, senior vice president of marketing at Neiman Marcus Direct. "Our customers' time is valuable and with SmartLabel, we can provide them with a more convenient and flexible shopping experience by making the return process as easy as possible. Newgistics' innovative solution enables Neiman Marcus Direct to enhance our strong commitment to customer service."

Neiman Marcus Direct began a pilot of the SmartLabel service in February to improve the convenience of catalog and online shopping for Neiman Marcus Direct customers. Customers simply detach the pre-addressed barcoded SmartLabel from their order summary, affix it to their package, and drop it off anywhere in the U.S. Postal Service (USPS) mail stream.

SmartLabel's dynamic barcode links the package to the customer's invoice and provides package visibility to Neiman Marcus early in the returns process. This enables customer service representatives to proactively address customers' exchange or credit needs, helping to increase customer satisfaction and loyalty.

"Neiman Marcus has built a reputation for excellent, personalized customer service," said Raymond B. Greer, president and CEO of Newgistics. "With SmartLabel, Neiman Marcus has better visibility and control over the returns process, strengthening customer service by making returns simple and convenient."

In addition to its work on reverse logistics, Neiman Marcus has also been busy ensuring that its supply chain is secure in the face of increased risks at home and abroad. Read more about how Neiman Marcus is address supply chain security issues in "Building the Secure Supply Chain," the Net Best Thing column in the June/July 2003 issue of iSource Business.