Posted on September 15, 2009 by Jim Gilbert
There’s just too much prime opportunity online — e.g., Facebook, Twitter, YouTube, blogs, etc. — for brands to get dinged when they screw up. In the few weeks I’ve been back from vacation, I’ve been thinking about this as I go about my day-to-day dealings with companies.
Twice in the last few weeks I’ve gotten dinged: once by a salesman and once by a so-called customer service rep (CSR). But helping to restore my faith in our industry, I also recently had a fantastic customer service experience as well.
Filed under: CRM, Customer Service, direct marketing | Tagged: direct marketing, direct marketing consultant, direct marketing management, e-commerce marketing, effective business communication, Gilbert Direct Marketing, great customer service experiences, Jim Gilbert, linkedin, mail order management, multichannel marketing, Social media, treating customers right, web 2.0 | 9 Comments »
Posted on July 21, 2009 by Jim Gilbert
The Great Call-Center Disconnect:
Companies need to function under the guise that great — even sometimes so-so — direct marketing will make the telephone ring, but expertise in the call center will make the cash register sing! Ask yourself the following questions when evaluating your call center’s effectiveness:
Filed under: CRM, Customer Service, direct marketing agency | Tagged: call center training, direct marketing, direct marketing consultant, direct marketing management, e-commerce marketing, Gilbert Direct Marketing, great customer service experiences, Jim Gilbert, linkedin, mail order management, multichannel marketing, treating customers right | 5 Comments »
Posted on July 13, 2009 by Jim Gilbert
“Badges? We don’t need no stinking badges!!!”
Quick, somebody tell me what movie that line came from?
In internet speak, “badges” are small icons with social media logos that can be put on your website to drive traffic to those same social media sites. Sites like Twitter, Facebook, MySpace, LinkedIn, YouTube, Vimeo, etc. Places where you can extend your brand. In the fourth part of my “you lost me there” series, I’ll discuss…
Filed under: CRM, Catalog Marketing Tips, direct marketing, direct marketing consultant | Tagged: catalog marketing, direct mail, direct marketing, direct marketing consultant, direct marketing management, e-commerce marketing, Gilbert Direct Marketing, Jim Gilbert, linkedin, mail order management, multichannel marketing, social media badges, web 2.0 | 4 Comments »
Posted on July 7, 2009 by Jim Gilbert
If you believe — and many of the purest of pure-play Internet marketers do — that you don’t need a call center, think again. I’ve seen this debate lost over and over again. People still want, and sometimes need, a human voice to help with their orders, especially if you offer products that are complicated and/or higher in cost.
It’s not that difficult to add a call center these days…
Filed under: CRM, direct marketing, direct marketing agency, direct marketing consultant | Tagged: call center training, catalog marketing, cataloging, direct mail, direct marketing, direct marketing consultant, direct marketing management, direct response, e-commerce marketing, Gilbert Direct Marketing, Jim Gilbert, linkedin, mail order management, multichannel marketing, reduce marketing expenses, treating customers right | 2 Comments »
Posted on June 8, 2009 by Jim Gilbert
Jim Gilbert and the FDMA e are please to announce another great learning opportunity for you on June 18th.
The Second Half: Meet or beat your 2009 estimates and look like a superstar!
Thursday, June 18, 2009
Filed under: CRM, Customer Service, direct marketing, direct marketing agency, direct marketing consultant, direct response marketing | Tagged: cataloging, direct mail, direct mail list, direct marketing, direct marketing consultant, direct marketing management, e-commerce marketing, Gilbert Direct Marketing, Jim Gilbert, linkedin, mail order management, multichannel marketing, reduce marketing expenses | Leave a Comment »
Posted on May 28, 2009 by Jim Gilbert
Two of these happen to be Rochester Big and Tall and Casual Male XL. While owned by the same company, both have positioned themselves to different segments of the big and tall market. This week I received e-mails from both companies, and to my amazement — and a bit of horror — they were essentially the same message and offer. So doesn’t this work directly against their branding? Am I hypersensitive to this because I’m in the business? Does this matter to the average consumer? Take a look at the e-mails for yourself (click on the images below), and let me know your thoughts.
Filed under: CRM, Catalog Marketing Tips, Customer Service, Entrepreneurship, direct marketing, direct marketing consultant | Tagged: catalog marketing, direct marketing, direct marketing consultant, direct marketing management, Gilbert Direct Marketing, Jim Gilbert, mail order management, multichannel marketing, treating customers right | Leave a Comment »
Posted on May 22, 2009 by Jim Gilbert
We had over 90 attendees at the FDMA annual summit. Here is a sample of what we saw, Jeff Yaniga’s powerpoint presentation on Using Twitter For Business. Great stuff! Enjoy and have a great weekend.
Filed under: CRM, Customer Service, direct marketing, direct marketing consultant | Tagged: business networking, direct marketing consultant, effective business communication, Gilbert Direct Marketing, Jim Gilbert, linkedin, web 2.0 | Leave a Comment »
Posted on May 19, 2009 by Jim Gilbert
It seems that Twitter is all the rage these days. The topic seems to polarize people: Some find it a useful and productive marketing tool, while others find it a waste of time and “much ado about nothing.” The following are nine quick tips on how to use Twitter to your benefit:
1. Call out and provide
Filed under: CRM, Catalog Marketing Tips, Customer Service, direct marketing, direct marketing agency, direct marketing consultant | Tagged: catalog marketing, direct marketing, direct marketing consultant, direct marketing management, Gilbert Direct Marketing, great customer service experiences, linkedin, treating customers right, web 2.0 | Leave a Comment »
Posted on April 9, 2009 by Jim Gilbert
FDMA Catalog Marketing Summit From The Basics to Beyond!
Date: Thursday, April 16, 2009
What does it take to manage a multi-channel catalog and thrive in this economy? Come join us on April 16 as our frank 5 person panel of experts teaches you from the inside out. Each expert has been hand chosen due to their expertise in specific area’s of catalog management. After each panelist makes their presentation, you will be able to get hands on and ask questions. Topics include…
Filed under: CRM, Catalog Marketing Tips, cataloging, direct marketing, direct marketing consultant | Tagged: business networking, catalog list, catalog marketing, catalog printers, catalog printing, cataloging, database marketing, direct mail, direct mail list, direct marketing, direct marketing consultant, e-commerce marketing, Gilbert Direct Marketing, great customer service experiences, Jim Gilbert, linkedin, mail order, mail order management, multichannel marketing, treating customers right | Leave a Comment »
Posted on April 4, 2009 by Jim Gilbert
Funny video about the disconnect between marketers and customers
Filed under: CRM, direct marketing, direct marketing agency, direct marketing consultant | Tagged: business communications, direct marketing, direct marketing consultant, direct marketing management, Gilbert Direct Marketing, Jim Gilbert, linkedin, treating customers right, web 2.0 | Leave a Comment »
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