Amazon.com

Contact Centers-3 Questions for Future Strategies (1,421 words)
January 14, 1952

--- Contact Centers: Keep the Hub Humming Three strategic questions every customer contact center manager must answer. By Curt Barry No doubt your catalog's customer contact center has changed dramatically in the past five years. Your employees probably now support e-commerce initiatives, respond to e-mailed correspondence, track outbound customer shipments, access digital product images via the Internet or terminal-based systems, and much more. Before you plot your contact center's future strategies, answer these three basic questions: 1. How are you defining, measuring and improving customer service? Every cataloger preaches the gospel of customer service, but how does your corporate culture uniquely deliver

Case Study - Chinaberry Catalog (2,875 words)
January 14, 1952

Chinaberry's winning combination: soft on the outside, savvy on the inside By Donna Loyle Imagine for a moment that your catalog company's main competitors are book-selling giants Amazon and Barnes & Noble. The grueling price wars—behemoths battling for market share tend to inflict that on their industries—are driving the smaller players in your space either to bankruptcy court or to the arms of consolidators. But through it all, your niche catalog company continues to enjoy annual sales growth of about 13 percent—for 10 years running. And, in all but one of