Are You Chasing the Wrong Metrics?

You’re going on a trip to a new place three hours away, so you plug the address into your GPS and hit the road. Unwittingly, you type the right address, but in the wrong town. But without any proper context for your surroundings, you only learn of your mistake after you arrive at the wrong … Continued


What Is a Data-Driven Marketing Strategy?

Mixpanel CEO Suhail Doshi was once quoted as saying “Most of the world will make decisions by either guessing or using their gut. They will either be lucky or wrong.” We can apply this quote to the customer service space where many companies are still using outdated and ineffective strategies that aren’t backed by supportive … Continued


What Happens After You Outsource Content?

Outsourcing a major part of your business like your contact center is a big undertaking. You will experience a big shift in the way your company operates, and possibly in your day to day schedule. So it’s important to have a roadmap planned to guide you through the process and make sure everything goes according … Continued


Contact Centers Must Go Digital or Lose Customers

Your customers are engaging with you through a variety of channels. In 2015, for the first time, Web self-service replaced the phone as the top channel used by customers, according to a Forrester Research report. Electronic live-assist channels are also rapidly gaining in popularity. Today’s consumers typically use self-service as a first point of contact … Continued


Keep Pace With E-Commerce Trends in the New Year

Your online business must be responsive—not only to visitors but to trends which, if ignored, may trip you up eventually. With the quick pace of modern societal and technological advances, organizations need to keep a finger on the pulse of their industries and develop the agility to react to pressures at the drop of a … Continued


How to leverage your Big Data to generate Big Results

How do you leverage Big Data? That’s really the question, isn’t it?  The #BigData buzz word is floating around on Linked In, Twitter and in articles that marketing professionals see every day.  And with good reason.  Having a wealth of data allows us to personalize our marketing offers, creating a more effective pitch while also … Continued


US Post Office Issues Leave Marketers Hanging in Limbo

Last week, the United States Post Office Board of Governors announced that it will cancel plans to drop Saturday delivery that were set to go into effect in August. While this is good news for direct mail marketers in the short term in that at least we can plan for delivery schedules, the larger issue remains: What is the long-term fate of the post office?


Customer Retention Programs Can Save Revenue and Build Profit

Direct response marketing can be cut-throat, as many of you already know.  Each day, competitors roll out deals to try to lure your customers over to their products and services by offering free add-ons, three months free, special reduced pricing, and on and on.  Additionally, customers who pay for something every month or on a … Continued