Catalogers cut back heavily on mailings in February but they
It’s time to fess up to your dirty little secret that you don’t calculate lifetime value. Embarrassing, isn’t it? But you’re not alone. Some merchants
As much as we hear these days about Web 2.0, e-commerce isn’t the only facet of multichannel marketing to advance. The best retailers are taking their merchandising strategies to new and higher levels
Smart marketers understand that long-term success depends on treating customers to a great experience, one that’s seamless across channels. What’s the best way to do that? This month we’ll look at why you need to go beyond order conversion when you track success, and how aligning your Web and print channels can improve the experience you offer your own customers.
Recent developments in e-mail marketing are creating new possibilities for an old set of catalog metrics: recency, frequency and monetary value. Here’s
When Steve August joined Brookstone in 2001 as its vice president of customer marketing, source allocation meant matching a purchase back to a specific
It’s one of the great mysteries of modern multichannel marketing: Where are the customers and orders really coming from? If we as multichannel merchants
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s
To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.
A study from e-Gain Communications, a Mountain View, CA-based supplier of customer service and contact center software, reveals both good news and bad news regarding the state of multichannel customer service.