"I am frustrated and I can't be the only one. I've written about this topic before and it isn't improving. Either companies should bring their call center staff back to North America or develop better protocols to handle North American customers."
If you want to improve results for your promotions, your offer is one of the first places you should look to make changes. Offers are central to direct marketing. Strip away the techniques, formats and tactics, and you’re left with people accepting or rejecting offers.
Big retailer Sears Holdings Corp. is turning its flagship Web site, Sears.com, into a shopping site that could offer more merchandise, more categories and more features than its legendary Big Book. In the past few months, Sears has added more than 250,000 music offerings, movies and video games to the site; opened an online software boutique for downloading programs for taxes, graphics, finances and computer security; and recently began selling books online for the first time.
From time to time, eM+C Weekly e-letter readers will have an opportunity to get to know a member of our Editorial Advisory Board. This month, meet Reggie Brady, president of Norwalk, Conn.-based Reggie Brady Marketing Solutions, an e-marketing and direct marketing consulting firm.
TV Guide certainly has gone through a transformation. The publication — a division of Gemstar-TV Guide International, a leading media company based in New York — has morphed from a journal used by consumers solely to check TV listings into a full-on entertainment publication.
Who are Bang & Olufsen buyers? In the mid-1990s, Bang & Olufsen began an aggressive campaign to expand its share of the audiophile market. When building a business, it's a good idea to (1) know who your customers are and (2) go where they are. At the time Bang & Olufsen was operating on the assumption that its typical buyer was a single professional male between the ages of 25 and 30 with an average income of $50,000. Wrong. For example, at the time we bought our first B&O rig, I was 42; when we bought the table model 15 years later I