Liz Kislik Associates LLC

How Good Is Your Customer Service?
July 1, 2006

What’s the state of customer service in America? Given all the attention this topic generates in a consumer-driven marketplace, you probably don’t need to read the following statistics—but to make a point, we’re going to tell you anyway. Consider that: • A March 2006 study released by JupiterResearch reported that more than half of online consumers are taking their business to other merchants or service providers because of poor online service. Ouch! • The Customer Care Call Center Survey, research conducted over the course of 2005 by Ernan Roman Direct Marketing and based on the feedback of a few hundred direct marketing

Business Outlook 2003
December 1, 2002

Industry experts get serious about privacy, postage, telemarketing and more. Reported by Paul Barbagallo, Brian Howard & Hallie Mummert Privacy. The U.S. Postal Service. Telemarketing. Congress. These four topics dominated the discussion at Target Marketing's Business Outlook 2003 breakfast, held during the Direct Marketing Association conference in San Francisco in October. We gathered a distinguished panel of industry experts to outline the major issues direct marketers will face next year, and found that the more the industry changes, the more it stays the same. When Target Marketing convened a roundtable seven years ago to discuss the future of direct marketing, we gnashed teeth over