Category Archives: Articles

A Novel Concept: What do Customers Think of Customer Service?test

We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes – the articles and case histories I find are largely congratulatory.

What I don’t find are articles and case studies reflecting what customers think. Are they equally delighted?

To find out, I though I’d ask some customers. The attached article is a sampling of the questions asked, replete with answers which, to me, are a cold shower.

The Key to Double-Digit Marketing Responsetest

There is a very basic dichotomy in direct marketing and it’s preventing us from reaching significantly higher returns on investment. Marketing talks about “customer relationship management” but actually conducts programs where a tiny percentage of the audience actually buys something. Response rates are measured by the thimble-full and customer satisfaction is often not measured at all.