Create Superior Customer Experiences
Takeaway points for catalogers
Most amazing about Cloud 9 is how the marketing and branding are done seamlessly. On Jam Cruise the customers rarely feel like customers.
While this customer experience may be unique, elements of it can certainly be recreated in the catalog/multichannel business, most importantly, your business. So with Cloud 9 in mind, I ask you to ask yourself the following:
* When your customers interact with you, what is their experience?
* How do they feel about you as a company?
* Are they loyal enough to share the experience and recruit new customers for you?
If you answered, ‘I’m not so sure’ to any of these, it may be time to get out in the call center, start a chat room or bulletin board on your Web site, etc. Start looking at how you can take your customer experience to the next level.
I’ll be back next week with part 2 on increasing revenue in your call center. Got comments? Post them below!
Jim Gilbert is president of Gilbert Direct Marketing Inc., a full-service catalog and direct marketing agency. His LinkedIn profile can be viewed at www.linkedin.com/in/jimwgilbert or you can e-mail him at jimdirect@aol.com.
Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.
