Customer service now!!! The convergence of customer service and social media (and a moral)

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.

You lost me there part 5 – Your call center is bleeding!

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:

You Lost Me There, Part 4: “Badges? We don’t need no stinking badges!!!”

“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…

You lost me there part 3 (losing customers in the call center)

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…

Florida Direct Marketing Association & Jim Gilbert: The Second Half… Meet or beat your 2009 estimates & look like a superstar!

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

A Case Study in Brand Differentiation (in multichannel direct marketing)

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.

FDMA Annual Summit a Success!

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.

9 Ways to Use Twitter as a Marketing Tool

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

FDMA Catalog Marketing Summit From The Basics to Beyond Thurs 4/16

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…

Funny video about the disconnect between marketers and customers

Funny video about the disconnect between marketers and customers