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Four degrees of customer centricity  Oct 01, 2009 9:30 PM By Francey Smith

Many of us in this want-it-right-now, on-demand culture seek levels of sophistication in marketing that we’re not prepared for. It’s as if we think we

Don’t overwhelm with e-mail  Jul 01, 2009 9:30 PM By Francey Smith

When not Shopping at a Store, I regularly shop by catalog and almost never purchase online. Once e-mail took off, every catalog mailer asked me for my

The role of the customer: Asset or partner?  Jul 01, 2009 9:30 PM By Francey Smith

Retailers have long viewed customers as hard assets a valuable commodity we smugly thought we owned. For decades, we used our customer files as a means

The ideal multichannel org chart  May 01, 2009 9:30 PM By Francey Smith

Are you multichannel? Even if you have only one brick-and-mortar location, you probably have a simple Website and communicate with some customers via

Retail marketing strategies  Feb 01, 2009 10:30 PM By Francey Smith

It’s been more than 20 years since the customer information revolution began, most visibly in retail loyalty programs Neiman Marcus InCircle and American

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