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Mike Gorun's Blog – February 2012 Archive (4)

Is the Customer Still Always Right?

The customer is always right.” was coined and made famous by retailers including Selfridges and Marshall Field’s (now Macy’s) around the turn of the 20th century. It’s a phrase that most of our parents and grandparents had ingrained into their brains as children, and yet it somehow appears to have been lost in…

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Added by Mike Gorun on February 28, 2012 at 8:21am — No Comments

How did Bristol Toyota Scion create a Valentine’s Day email campaign with a 58% open rate?

Everyone knows Valentine’s Day celebrates the ladies. That’s why Bristol Toyota Scion in Bristol RI, recently used LoyaltyTrac, their service rewards program, to conduct an email campaign centered on Valentine’s Day being “Ladies’ Day”. Colorful, Valentine’s-themed emails were sent to all of their service reward members, with the Subject Line: Be Our Valentine - View Your Gift Inside. The email included an offer: Ladies Receive $15 Off Any Service of $35 or More.…

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Added by Mike Gorun on February 23, 2012 at 7:51am — No Comments

Exceeding Expectations or Solving Customer Problems: What’s More Important?

In a recent article on Forbes.com, “The Final Frontier: Customer Expectations,” Robert Passikoff points to a shift in the past 15 years: customer expectations have increased significantly, rising 24 percent in all categories. After explaining how customer loyalty is measured and providing an example…

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Added by Mike Gorun on February 21, 2012 at 9:00am — No Comments

Using Customer Loyalty Data to Reward with Relevance

Developing meaningful relationships with clients requires you to connect with them on a personal level. The more you know about a customer, the easier it is to sell them services and/or products that meet their individual needs. It also helps you determine which type of marketing the customer will be most receptive to.

 

Effectively engaging customers through direct marketing channels hinges on several key principles:

 

  1. Start…
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Added by Mike Gorun on February 1, 2012 at 10:00am — No Comments

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