August 2008

How Can a 3% Response Rate Be Considered Successful?

August 7, 2008

It has always bothered me that we (those of us who hail from a direct marketing background) consider a 97% rejection rate successful! Where else, in any form of measurement, would a 3% response rate be applauded?

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Multichannel Service, Social Media, and A Shopping Experience to Write About

August 6, 2008

Rarely does an experience with a company amaze me. So when one does, I have to take a seat and catch my breath. This is one of those times and I have to share it with everyone.

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Getting Ready to Transform Information Into Growth & Profitability

August 5, 2008

If you could wave a magic wand and make everything in your organization work together to create the perfect shopping experience, would you do it? Of course you would! Smart executives are always striving to improve customer satisfaction because they know that happy shoppers are the foundation of successful companies.

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Multichannel Customers May Not Be As Valuable As We Thought

August 4, 2008

How valuable are your customers? Everyone says that multichannel customers are your most valuable asset. In most cases, they purchase more often, have higher average orders, and better response rates. It seems that if we could magically transform single channel buyers into multichannel mavens our growth would be unlimited.

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The Next Best Thing to a Seamless Shopping Experience…

August 1, 2008

…is a quick response to your experience. The Internet is a wonderful tool for communicating with customers, if you use it. My comments on July 31st about a Dillard’s shopping experience received a quick reaction from one of their employees. It seems that they are working to improve their brand.

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