EDITORIAL: Fulfillment, Part 2

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I received a few e-mails to my editorial last week criticizing the Home Shopping Network and its inability to consolidate a shipment to me. One that intrigued me, though, was from a home shopping official. No, it wasn't HSN with its tail between its legs. Instead, it was Ellen Rubin, vice president of public relations at QVC, who, of course, was plugging her company's customer service and satisfaction. "... not only will we ship multiple purchases together, but we will give you a shipping and handling discount," she wrote. "I agree that it was not only a one-time waste of money, but an all-time reason for customers not to come back for more." Well, there's a challenge I can't pass up, can I?

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