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Four Questions to Continually Ask About Your Customers, Products and Brand

You don’t have to operate any stores to always “mind the store.” For us in the catalog/direct/multichannel world, that means finding time in our 24/7, 365-days-a-year world to step back and ask ourselves a few questions. It’s not an easy task to pull back from our everyday happenings, especially in this insane and fear driven economy, but it’s still mission critical to stop and ask:

1. Are we the company…

Superior Product, Exceptional Customer Service: The keys to the success of Cloud 9 Adventures and Jam Cruise

In today’s social media age, it’s not enough to just build a brand and assume it’ll flourish. More than ever, companies need customers to be emotionally cemented to their brands via superior products and exceptional customer service.

For the past three years, I’ve been a customer of Cloud 9 Adventures, a company that exemplifies the spirit of customer centricity. Specifically, I’m a frequent passenger aboard its Jam Cruise line. … After each cruise, a large survey goes out to the passengers. This year’s contained 58 questions and arrived in my e-mail inbox one week after the cruise.

Know Me and Be Relevant: What I learned from Disney’s Keynote at NCDM

From its earliest days, relevance has been the goal for most direct and database marketers. Today however, relevance is not nearly enough. Today, we are closer than ever in actually realizing the power of 1:1 level relevant communications. Some might argue that the capability for 1:1 has been around for some time and that many companies are already successfully practicing it, but to some extent I have to disagree.

Is your call center creating phone rage? Read this story of superior customer service.

OK, listen up readers: I really want your opinion on this.
I recently bought a new MacBook Pro from Apple’s Web site. But rather than get rid of my old Mac PowerBook, I decided to update it with the latest operating system. So during a routine check of the old Mac, I noticed there was only [...]