https://www.mediapost.com/en-usTue, 24 Dec 2013 10:00:04 -0500https://www.mediapost.com/publications/article/216176/why-do-i-still-get-so-much-junk-mail-in-the-era-of.htmlIt's amazing how much junk mail we continue to receive, considering the cost and waste associated with each mailing that gets tossed into the recycle bin daily. In many cases, I get the same letter from the same company about a dozen times. If I haven't responded after the first five mailings, you'd think they might cease efforts. And, worse than junk mail are the evening phone calls from telemarketers with non-relevant offers.Tue, 24 Dec 2013 10:00:04 -0500https://www.mediapost.com/publications/article/216176/why-do-i-still-get-so-much-junk-mail-in-the-era-of.htmlhttps://www.mediapost.com/publications/article/215719/thrash-burn-crm.htmlA long-time e-commerce colleague reached out to me for a "cocktail and complaining" session while she was in town recently. Seems her new role as "Guru of All Things CRM" at a big retailer was becoming a bit of a hazard, thanks to her boss in the corner office who might be reading a few too many white papers.Tue, 17 Dec 2013 10:39:03 -0500https://www.mediapost.com/publications/article/215719/thrash-burn-crm.htmlhttps://www.mediapost.com/publications/article/215151/best-practices-for-year-end-marketing.htmlWe're coming up on the end of the holiday sales season, and every emarketer has one objective in mind: sell. Sell as much as possible, as quickly as possible. And it's working: a recent report by Custora says that by Dec. 5, sales were up 13% over last year.Tue, 10 Dec 2013 10:05:04 -0500https://www.mediapost.com/publications/article/215151/best-practices-for-year-end-marketing.htmlhttps://www.mediapost.com/publications/article/214371/crm-meets-tco.htmlEvaluating customer relationship management from a total cost of ownership perspectiveWed, 27 Nov 2013 12:33:04 -0500https://www.mediapost.com/publications/article/214371/crm-meets-tco.htmlhttps://www.mediapost.com/publications/article/214152/tis-the-season-top-tips-for-managing-customer-gi.htmlEvery year, the holidays seem to come earlier and earlier and now they are approaching fast. As a business owner, it's important to get ahead of planning as there are several big decisions and considerations when it comes to how to approach the holiday season. Whether its holiday parties or corporate gift giving, the holiday season is an important time to show appreciation for employees and clients alike, but it can be tricky. There are cost dilemmas, the challenge of finding the right, gender-neutral gifts and ethical considerations as to what is appropriate to give and receive.Tue, 26 Nov 2013 17:03:00 -0500https://www.mediapost.com/publications/article/214152/tis-the-season-top-tips-for-managing-customer-gi.htmlhttps://www.mediapost.com/publications/article/213756/subbing-in-for-the-unsub.htmlI finally said goodbye to an outdoor retailer in my inbox who sent the same email three times in two days. I have not bought anything from them recently and decided I needed a break from the "we are too cool for real marketing" tone. So, while they were busy skiing on their lunch breaks, so they claim, I hit "Unsubscribe" that was (font size 2) at the bottom of their last email.Tue, 19 Nov 2013 09:22:04 -0500https://www.mediapost.com/publications/article/213756/subbing-in-for-the-unsub.htmlhttps://www.mediapost.com/publications/article/213311/mobile-is-the-new-black.htmlIn an earlier column here, I talked about how few email marketers are actually optimizing their emails and websites for mobile, despite "knowing" that it's the right thing to do, even despite numbers showing that it's becoming the only thing to do. And as we round out 2014, the situation hasn't changed dramatically.Tue, 12 Nov 2013 14:11:03 -0500https://www.mediapost.com/publications/article/213311/mobile-is-the-new-black.htmlhttps://www.mediapost.com/publications/article/212769/online-video-for-holiday-marketing.htmlWhile the holiday season is a time to spend with family and friends, it is also a prime opportunity for companies to reach their customers. As the number of online videos produced and viewed increases and the use of video capabilities on social media platforms like Instagram and Vine grows, online video continues to be an ideal format to engage with customers.Tue, 05 Nov 2013 09:40:04 -0500https://www.mediapost.com/publications/article/212769/online-video-for-holiday-marketing.htmlhttps://www.mediapost.com/publications/article/212276/take-a-good-look-at-how-you-measure-loyalty-are.htmlFor years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors. Keeping things simple, both for the customer and the company, is a big advantage of NPS and similar models. Asking a single question, such as "how likely are you to recommend our company to your friends," can help identify which of your customers are your brand promoters, passives and detractors.Tue, 29 Oct 2013 09:35:04 -0400https://www.mediapost.com/publications/article/212276/take-a-good-look-at-how-you-measure-loyalty-are.htmlhttps://www.mediapost.com/publications/article/211257/the-agony-of-receipt.htmlI have a new car, and I took my baby in for its first oil change and "once-over" at the dealership that's close to my office. It's not where I bought the car but it is convenient to me for servicing, with a fab wifi lounge and coffee bar so I can get some work done while my hot tamale gets a checkup.Tue, 15 Oct 2013 09:41:03 -0400https://www.mediapost.com/publications/article/211257/the-agony-of-receipt.htmlhttps://www.mediapost.com/publications/article/210815/making-your-website-a-crm-tool.htmlWith all the most recent bells and whistles, with all the new gadgets and trends, online retail marketing is still about two fundamentals.Tue, 08 Oct 2013 10:04:03 -0400https://www.mediapost.com/publications/article/210815/making-your-website-a-crm-tool.htmlhttps://www.mediapost.com/publications/article/210441/ive-got-news-for-you-refresh-the-newsroom-to-eng.htmlHow many vendor emails did you receive this morning? How many messages are filling your voicemail? Sometimes someone will get lucky and catch you at the right time, but more often than not, you'll research companies and contact them on your terms when your business requires service.Wed, 02 Oct 2013 12:32:03 -0400https://www.mediapost.com/publications/article/210441/ive-got-news-for-you-refresh-the-newsroom-to-eng.htmlhttps://www.mediapost.com/publications/article/209884/where-are-the-qualified-customer-care-pros-everyw.htmlCustomer service was once overshadowed by product selection, availability and price. Today, as customer care continues to be the point of brand differentiation, business leaders are laser-focused the importance of excellent service experiences and retaining existing customers. As a result, organizations in every industry are working to improve the quality and relevance of customer interactions.Tue, 24 Sep 2013 15:43:02 -0400https://www.mediapost.com/publications/article/209884/where-are-the-qualified-customer-care-pros-everyw.htmlhttps://www.mediapost.com/publications/article/209279/the-king-of-crm.htmlI just returned from a very good conference, and on the second night of the event I found myself at a table sitting next to that most elusive but cocksure figure, the self-proclaimed "King of CRM."Tue, 17 Sep 2013 11:00:05 -0400https://www.mediapost.com/publications/article/209279/the-king-of-crm.htmlhttps://www.mediapost.com/publications/article/208590/good-lists-make-for-happy-customers.htmlA recent article in a trade publication likened the inbox to a battlefield, and that image isn't very far off the mark. Email marketing is becoming more and more attractive to marketers as other means of reaching prospects and customers are either disappearing or are shown to be ineffective and/or overpriced. Email marketing, on the other hand, is growing by leaps and bounds, energized by the new emphasis on mobile devices and delivering the best ROI available.Tue, 10 Sep 2013 10:27:04 -0400https://www.mediapost.com/publications/article/208590/good-lists-make-for-happy-customers.htmlhttps://www.mediapost.com/publications/article/207836/do-premium-services-result-in-premium-customer-rel.htmlIn today's economy, people want to obtain the most value for their money: special offers, buy-one-get-one-free sales and websites dedicated to deals and steals abound. I can't even imagine my inbox without daily emails from Groupon or Living Social. However, even amid all of this cost-conscious activity, companies are still up-charging their clients for premium services.Tue, 03 Sep 2013 12:00:06 -0400https://www.mediapost.com/publications/article/207836/do-premium-services-result-in-premium-customer-rel.htmlhttps://www.mediapost.com/publications/article/207818/is-your-marketing-campaign-wasting-money.htmlSeveral years ago, I bought my wife a new smartphone for her birthday. While her original reaction implied disappointment and disinterest, it didn't take long for this feature-rich phone to become an integral part of her everyday life. Recently, the on-off button stopped working and now her phone is always on. We decided it was time to upgrade. At the same time, I noticed a full-page ad in Time magazine for a great deal on a new phone with unlimited voice, data and text package. The next day, my wife enthusiastically went to the nearest retail branch to inquire with intent to buy a new phone. The sales representative agreed that it sounded like a great deal, but knew nothing of the offer. My wife left the store disappointed with her old phone in hand.Tue, 27 Aug 2013 10:25:04 -0400https://www.mediapost.com/publications/article/207818/is-your-marketing-campaign-wasting-money.htmlhttps://www.mediapost.com/publications/article/206205/committing-sharknado.htmlOkay, sure I admit it. I added the "Sharknado" name to my column purely for the shock value and hope of trolling for clicks. However, unless you have been buried in scandals du-jour emanating from politicians far and wide you have no doubt heard a little something about "Sharknado."Tue, 20 Aug 2013 10:25:03 -0400https://www.mediapost.com/publications/article/206205/committing-sharknado.htmlhttps://www.mediapost.com/publications/article/206636/mobility-and-agility-in-customer-service.htmlIn a book I wrote several years ago, I talked about the Internet moving at the speed of thought. It was true then, and it's even more accurate today: Think about doing or wanting or needing something, and someone will say, "There's an app for that!"Tue, 13 Aug 2013 09:30:04 -0400https://www.mediapost.com/publications/article/206636/mobility-and-agility-in-customer-service.htmlhttps://www.mediapost.com/publications/article/206113/it-starts-with-employees.htmlI have written several CRM articles detailing technologies and strategies for improving customer relationship management (CRM) including the use of webcasting, ways to improve your brand website and conference presentations. However, it may be important to take a step back, and address the fact that CRM really begins with your employees.Tue, 06 Aug 2013 09:31:04 -0400https://www.mediapost.com/publications/article/206113/it-starts-with-employees.htmlhttps://www.mediapost.com/publications/article/205088/is-it-possible-that-customers-prefer-technical-sup.htmlPremium technical support improves customer experience and increases revenue.Tue, 23 Jul 2013 09:16:02 -0400https://www.mediapost.com/publications/article/205088/is-it-possible-that-customers-prefer-technical-sup.htmlhttps://www.mediapost.com/publications/article/204090/generating-great-sales-through-great-crm.htmlA few years ago I wrote a book in which I posit that social media has changed the whole online playing field for e-marketers, and that becoming part of the online conversation-the chatter-is essential if marketers want to survive and flourish.Tue, 09 Jul 2013 09:45:04 -0400https://www.mediapost.com/publications/article/204090/generating-great-sales-through-great-crm.htmlhttps://www.mediapost.com/publications/article/203224/always-be-networking.htmlWhile many sales folks tout the expression "always be closing," I think that the phrase "always be networking" should also be included in the sales vernacular.Tue, 02 Jul 2013 10:07:03 -0400https://www.mediapost.com/publications/article/203224/always-be-networking.htmlhttps://www.mediapost.com/publications/article/202471/forget-about-b2b-and-b2c-technology-enables-b2p.htmlAs marketers, we have often thought of ourselves as either targeting businesses or consumers to buy our products and services. A whole range of books and an endless stream of blogs can tell us how to succeed using either of these schools of thought. We can look to some companies that are known for how well they seem to manage one or the other... but we'll miss the opportunities technology is giving us today.Fri, 28 Jun 2013 10:10:04 -0400https://www.mediapost.com/publications/article/202471/forget-about-b2b-and-b2c-technology-enables-b2p.htmlhttps://www.mediapost.com/publications/article/203248/risky-business-how-analytics-can-help-manage-and.htmlOver the last few years, more and more organizations have come to realize that interactions with customers-through the contact center, via social media and in retail stores-are becoming a significant area of potential risk that needs to be carefully managed.Tue, 25 Jun 2013 10:10:03 -0400https://www.mediapost.com/publications/article/203248/risky-business-how-analytics-can-help-manage-and.htmlhttps://www.mediapost.com/publications/article/202698/sunken-cake-the-amys-baking-company-recipe.htmlBy now, you may have heard the story about the Scottsdale, Ariz., eatery called Amy's Baking Company, and the disastrous, cringe-worthy reaction the owners had to culinary "last-hope-to-succeed Gordon Ramsey of 'Kitchen Nightmares'." The owners' now-famous meltdown on camera, in the media and online is stuff of legend and is still making headlines. Going after your customers for citing their opinion is never a good thing, and feeding your "haters" is only going to multiply like ants; the more trash you put out there, the more that will show up.Tue, 18 Jun 2013 09:22:03 -0400https://www.mediapost.com/publications/article/202698/sunken-cake-the-amys-baking-company-recipe.htmlhttps://www.mediapost.com/publications/article/202209/great-crm-is-a-matter-of-timing.htmlSo let's say that you are a terrific email marketer. You have a responsive email list, you send out welcoming messages to new customers (maybe even a little transition marketing to make them feel really welcomed), and you get solid results on your targeted campaigns. Your e-marketing strategy is working-as far as it goes. But it could go farther.Tue, 11 Jun 2013 13:00:09 -0400https://www.mediapost.com/publications/article/202209/great-crm-is-a-matter-of-timing.htmlhttps://www.mediapost.com/publications/article/201736/chat-relationship-management.htmlJust as texting has become more common than placing a phone call, communicating via social media and through chat functions is slowly replacing email in many situations. In addition to using Facebook, Twitter and LinkedIn, tools like Podio, Yammer and Chatter are becoming more prevalent for business communication. So, why are chat capabilities and real-time communication so important for enterprises?Tue, 04 Jun 2013 10:45:04 -0400https://www.mediapost.com/publications/article/201736/chat-relationship-management.htmlhttps://www.mediapost.com/publications/article/201385/big-value-in-big-data.htmlA vital aspect of the big data movement is it provides real opportunity to gain insights from customer interactions and drive organizations to real system and process improvements.Thu, 30 May 2013 09:50:03 -0400https://www.mediapost.com/publications/article/201385/big-value-in-big-data.htmlhttps://www.mediapost.com/publications/article/201206/monitoring-is-so-yesterday-customers-demand-prob.htmlThe role of social media for business is rapidly evolving. Through 2010, most companies were just using social channels for marketing. This was the era of Social Customer Response, where businesses would only identify customer complaints and requests on Twitter, Facebook and other platforms.Tue, 28 May 2013 11:06:03 -0400https://www.mediapost.com/publications/article/201206/monitoring-is-so-yesterday-customers-demand-prob.html