Customer interaction analysis demands information about customer behavior, such as how they react to a certain product continuously, how they respond to a marketing campaign program in mail, email and phone, and so on. Think of this analogy: vegetables don’t always taste great unless they are cooked. Furthermore, these vegetables won’t be loved unless they are cooked to reveal the right color and consistency thus making them appetizing. Likewise, for the best response to your marketing programs, interactions should be “cooked” according to your customers’ particular preference. MORE >>

From the ability to browse, locate user reviews, compare pricing and quickly purchase products or services, these companies have the online experience down to a science. We all know that there are several big name ecommerce vendors who have a stellar reputation for delivering on their promise of a great online customer experience. They have figured out how to provide offers to me based upon my preferences, get me to enroll in customer loyalty programs and educate me on their offerings. BUT, what happens when the technology fails? My advice to these organizations? Cheers, Renay MORE >>

Your Direct  customers provide the perfect platform for testing, measuring and refining offers, products, and interactions across channels. We all know (but perhaps don't want to acknowledge) that brands shouldn't try to build relationships with their entire customer base; there is no need to focus on the person who buys once every ten months. Instead, spend your time, effort and resources on your top 10, 20 or 30% (depending on your business), increasing your understanding of your most valuable (current and potential) customers. To do that, you must think "direct". Be social. MORE >>

You will have to think more holistically about the kinds of measures that best help you to understand the depth of engagement with your customers and how well you are investing to deliver your messages and products to them.  With so much discussion about the importance of an effective online interaction strategy, it's surprising how many companies have yet to fully embrace the power of digital strategies and tactics.  Many are "digital capable", meaning that they have the ability to plan and execute isolated digital tactics.  These changes must be made in a thoughtful and logical way.  MORE >>

And you must try the new product; it’s on sale! Have you ever given much thought to the glossy catalogs that routinely show up in your mailbox, offering you great deals on the exact things you need? Or maybe how your favorite online stores know to send you offers for summer dresses rather than men’s dress shirts? When you’re getting what you want, wondering about how it got there is an afterthought. But, you might be surprised to know that your shopping experience—both online and off—is the result of contact strategies at their best. It all begins with the customer. MORE >>