In-house fulfillment at Jimmy Beans Wool keeps customers happy

09/27/2013 | New York Times (tiered subscription model), The

Knitting-yarn seller Jimmy Beans Wool keeps fulfillment of online orders in-house rather than using a third-party logistics provider. The company's knowledgeable staff makes sure every part of order is correct before it goes out. "By keeping fulfillment in house, our employees can be like personal shoppers. ... Word-of-mouth marketing and customer referrals are such a huge part of the way we get new business, and we can tell from the comments we see online that a lot of what’s driving that is our fulfillment," said co-founder Laura Zander.

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New York Times (tiered subscription model), The

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