June 3, 2008




Frederick’s: Personas Can Help Lift House File Response Rates

Frederick’s of Hollywood is a women’s apparel retailer with 134 stores, an e-commerce division and a catalog unit that circulates more than 20 million books per year.
But it’s unique among multichannel retailers in that there’s no a tug-of-war between …

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In Channel Integration, Cross Channel

June 1, 2008




Red Envelope finds a buyer maybe

It looks like gifts cataloger Red Envelope, which filed for Chapter 11 bankruptcy protection on April 17, will be sold to Creative Catalogs Corp. The sale of Red Envelope had to be completed by May 30, according to the filing; the company could …

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In Channel Integration, Cross Channel

June 1, 2008




Deal making stumbles

You might think that the grim economy would prompt a flurry of mergers and acquisitions. But not so, or perhaps more accurately, not yet. The level of catalog industry deals is going down, not up.
Two years ago, there were 11 …

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In Channel Integration, Cross Channel

June 1, 2008




Not so many March mailings

The weak U.S. economy has seen catalogers tightening their belts, and now it appears they have changed their mailing habits. Numbers reported by Catalog Tracker, a service of Greenwich, CT-based list firm Direct Media, show that there were 20% fewer …

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In Catalog, Data & Analytics

May 31, 2008




Red Envelope Sold to Provide Commerce

Embattled gifts cataloger Red Envelope has a new lease on its fiscal life. After a U.S. Bankruptcy Court-supervised auction under Chapter 11 Section 363 of the U.S. Bankruptcy Code on May 27, Provide Commerce agreed to acquire substantially all of the …

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In Channel Integration, Cross Channel

May 28, 2008




Why Matchback Allocation Can be More Miss Than Hit

Macthbacks are important to Harry & David, but Melissa Watson, director of catalog and e-mail marketing for the food gifts merchant, admits that the company has a hard time getting a grasp of them.
But Watson is not alone. Jerry Westendorf, …

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In Channel Integration, Cross Channel

May 17, 2008




Evaluating the Performance of Your ‘Net Reps’

Phone. Web chat. E-mail. Of these, the phone still remains the primary way consumers do business with merchants. But Web chat and e-mail are rapidly growing in popularity. As such, today’s call center agents must be just as adept …

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In Customer Relationship Management, Operations & Fulfillment

May 14, 2008




What You Can Learn From a Telemarketer

Author Raymond Carver once wrote, “You never start out life with the intention of becoming bankrupt or an alcoholic or a cheat and a thief. Or a liar.” He obviously forgot to include, “or a telemarketer.” In media and political …

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In Customer Relationship Management, Operations & Fulfillment

October 1, 2004




USPS Test Leads to Testy Mailers

On the surface, it seemed like a harmless little experiment. But a July request by the U.S. Postal Service for a one-year test of the use of repositionable notes (RPNs, more commonly known as Post-It notes, 3M’s brand name) …

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In News

May 13, 2008




Turning Your Call Center Agents into ‘Net Reps’

It’s one thing to get e-mail and Web chat systems integrated in your call center, quite another to get your agents to use them well. As we learned in last week’s article, it takes more than just technology …

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In Operations & Fulfillment

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