Nine takeaway tips.

By Paul Miller

7. Create a centralized information source. During the past two years, J&M has reorganized its catalog contact center to become a central information source for all of the company’s stores as well. Retail customers can call the toll-free number to check inventory status of items they seek at a particular J&M location. “This forces our reps to interact with our retail stores on a daily basis,” Van Sickle said. “We’re forcing them to interact, and as a result, they have a better relationship.”