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Why You should Listen to the "Direct Marketing and Email Marketing is Dead" Crowd

October 22, 2010

Quantitative analysis of response rates, sales, average order, inquiries, conversion rates, acquisition, retention, lifetime value, lifespan, and attrition requires more than an opinionated blog post or 140 characters. It requires analytical skills that that takes intensive study and due diligence to acquire. You can’t spend a few hours learning how to use a free tool to become an expert.

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Exceptional Service is Alive and Well at PetSmart

October 21, 2010

Every time I visit the Asheville PetSmart http://www.petsmart.com/, I am impressed with their service. The most recent visit crossed the line from being impressive to being exceptional. Several days ago, my daughter bought some fish for our aquarium with her allowance. She handled everything herself from choosing the fish to learning how to care for them.

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Walmart Misses Me! (Customer Reactivation – How NOT to Do It)

September 22, 2010

When customers stop buying, good marketers try to encourage them to come back with a strong reactivation campaign. The best ones include a combination of email and direct marketing. This email is wrong on so many levels the people responsible should be moved from the marketing department to shopping cart retrieval. The only thing they got right was my email address.

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4 Warning Signs that Capturing Data has Replaced Customer Service as Top Priority

July 27, 2010

The problem is that there won’t be any reason to mine data if the experience is so bad that customers don’t want to return. My doctor said that even though he loved the park experience, the check-in process would keep him from visiting again.

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Dear Tuesday Morning, Why Don’t You Love Me Anymore?

June 8, 2010
Thumbnail image for Dear Tuesday Morning, Why Don’t You Love Me Anymore?

You used to value our relationship. When I lived in Atlanta, you sent me flyers before every sale. I loved flipping through the pages to see the treasures you had found for me. Are you mad because I moved? If so, would you please explain why?

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