Perhaps as a result of the dot-com bust of 2000-2001 businesses have underestimated the impact of the online channels — both Web sites and e-mail — as conduits of customer interaction. By ignoring these channels in areas of inbound customer…
There’s no arguing that consumer sophistication and expectations have risen dramatically when it comes to online business communication involving both e-mail and the Internet. However, recent research has revealed that customer service is shockingly shabby, suggesting that many businesses are…
Cyberspace is a crowded place, and for many small e-tailers, getting their message heard is no easy task. And with the increase in spam only exceeded by the demand from the public to eliminate it, the risk of being a…
A major factor and inhibitor to successful customer service has long stemmed from internal disconnect between departments, functions, and systems. While communication between departments has always been a bottleneck, communications between their respective systems has often been a cap, usually…
Permission-based targeted e-mail is extremely useful in building relationships with customers. As a communicative medium and marketing channel, it can provide important information of great value to customer in an expedient fashion. Knowledge can be gained on the customer and,…
It is irrefutable that a well designed and executed targeted e-mail campaign produces results with a very positive return on investment (ROI). Frequently, organizations fail to see the bigger potential and assess the endeavor from a long-term strategic perspective. Targeted…
A sound permission based e-mail strategy is not only a wise business decision, but also an integral component of marketing and customer care. Actually, as we look forward, it is but one piece of the puzzle to bring the enterprise…
In the February 2003 report, “What Works™: Best Practices in Marketing Technologies,” Kent Allen, research director, E-business/E-CRM for the Aberdeen Group of Boston, writes, “E-mail builds brand awareness (via rich media), helps acquire new customers (via viral marketing), improves customer…
Utilizing a powerful established customer care service provider with vast related competencies has proven to be the winning formula for Logitech of Fremont, California, a manufacturer of PC accessories. With limited expertise in customer care and the related technologies, Logitech…