Jerry Bernhart

Today I bring you the latest quarterly employment survey from Bernhart Associates. I find it very encouraging, and hope you will too. A rebound in hiring in the direct and cross-channel retail industries spells good news for all of us — and the economy in general.

Digital and direct marketers are planning a major ramp-up in hiring this winter, according to Bernhart Associates' latest Quarterly Digital and Direct Marketing Employment Report. "All of our major indicators are showing significant improvement," said Jerry Bernhart, principal of Bernhart Associates Executive Search. "As far as hiring goes, digital and direct marketers are back on a growth trajectory."

For those of you actively looking for employment, let me offer a few things you can do to help you get that extra edge. You may have heard some of this in other places, but these key points are worth repeating.

In the last 20 years, I've primarily focused on improving one area of multichannel retail: What's the key to improving a customer service rep's (CSR) performance in the call center? My experience has led me to one simple conclusion: It's not about technology, or focusing on the right metrics or even training. If you want to improve a CSR's performance, it's all in the coaching.

Below is a comprehensive list of all the articles published in Catalog Success magazine in 2007. If you would like to view stories by issue date, click here. You can also use the Article Archive to search by keyword or topic. CATALOGER PROFILES Cover Stories Chinaberry: “Reinventing the Wheel” by Paul Miller, January After 5/Surf to Summit: “Kayaking and Cocktails” by Paul Miller, February Patagonia: “Shiny Happy People” by Matt Griffin, May Garnet Hill: “A Natural Issue” by Carolyn Heinze, June Fair Indigo: “Playing Fair” by Paul Miller, August The Nailco Group: “More Than Skin Deep” by Carolyn

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