Counterpoint: Why Service Level Isn’t an Ideal Metric
Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s
Data & Analytics
Live from NEMOA: Using Multichannel Forensics to Analyze Your Customer Database
Kevin Hillstrom, president of Seattle-based consultancy Mine That Data said he uses a process called multichannel forensics to make better sense of how customers interact with products, brands, and channels. There are two components of the analytical study that the marketer must understand; annual repurchase rates and migration patterns.
Live from NEMOA: Examine Your Contact Strategies
Cambridge, MA
Reviewing Best Practices to Cope with the Rate Hike
At the New England Mail Order Association (NEMOA) spring conference last week in Cambridge, MA, the biggest out-of-session discussion was how to mitigate the effect of the U.S. Postal Service’s upcoming rate increase.
Can You Trust Your Test Results?
Direct marketing is all about the numbers. Whether it is response rate, lifetime value, square-inch analysis, or any other metric you can dream of calculating, we all rely on measurability to give our businesses the advantage they need to succeed.
Live from NEMOA: Washington Still Needs to Understand Rate Increase Impact
Cambridge, MA–Even if the catalog industry cannot avoid the U.S. Postal Service’s rate increase, which could be as high as 40% for some catalogers come May 14, New England Mail Order Association members said the industry cannot afford to take its foot off the gas pedal
Live from NEMOA: Talk of Postal Hikes Kicks Off Conference
Cambridge, MA–The New England Mail Order Association (NEMOA) spring conference is usually a relaxed, happy event. This year, though, the conference opened on a serious tone, as attendees discussed ways to mitigate the postal rate hikes