Creating unnatural conversation pieces doesn't work online just as it doesn't work in real life.
CMOs had greater responsibility once—it was awful, according to one famous feline.
The floral and gift retailer grows its multichannel arrangement but finds thorns in its customer service.
Some quick info hits to keep you up-to-date, including the percentage of U.S. shoppers who switch service providers due to poor customer experiences.
Visa, it's everywhere you want to be...until where you want to be is a diner in Tenafly, New Jersey, and your card is declined.
Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.
Marketers need to treat their customers, not trick them.
Email is one of the slowest customer service channels. But it's also the channel customers use most often to complain.
In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
Greenleaf reflects on his experience in the hospitality industry and cites a considerable customer service faux pas to avoid.
Shredding the barrier between customer service and marketing can create powerful results.
The customer service expert talks about the vital need for collaboration between marketing and sales.
What assets are slipping through the cracks in your marketing?
Weather may be weather, but customer service is also customer service—and the two shouldn't be mutually exclusive in the airline industry.
According to IBM, 50% of the 270 billion customer service calls placed each year go unresolved. But Watson can help.
Why social customer service must be a part of a company's marketing strategy.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
Customer service is marketing—without it, there won't be any customers to service.
What then drives the more than 40% of shoppers reported to engage in showrooming away from the store and onto the virtual sales floor?
Companies should "listen" to customers—but action is what really matters.
Email marketing helps Virgin America's customer satisfaction soar.
One man's bold expedition through a customer service minefield ends inside a cable company's secret inner chamber.
The era of "You Snooze You Lose" (YSYL) is quickly fading.
What would marketers like more (or less) of in 2013? Direct Marketing News asked readers to share their wish list for the New Year.
Fast food restaurants often market the dining experience as much as the food itself. Take Taco Bell, for example.
Marketers look to gain an edge by using analytics.
Big Data: Is it good or is it bad? Should it be used by vendors or consumers? The answer is a resounding 'yes.'
As U.S. consumers become increasingly indifferent to discounts, customer service grows in importance.
What's in our mailbox this month: Did these brands hit the mark after the storm of the century...or did they just blow?
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It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.
Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.
How marketers can navigate the new customer engagement era.