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Musings

Email Insanity

Several years ago, I ordered an inversion table online. Part of the ordering process was to give them my email address. Once they had my email address, they did the logical thing and began sending me email messages. One or two of them were offers for complementary health devices and exercise equipment, but most were for inversion […]

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Musings

Stop Selling and Start Serving

Once when I needed to order some ink cartridges for my printer—the kind I can only buy directly from the vendor. There was a problem with the website, so I picked up the phone to place my order. I told the agent I wanted to order two black ink cartridges. Not surprisingly, she suggested I […]

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Musings

How Much Does it Cost?

I’m not one who spends money easily or frivolously. It should surprise no one that at some point in a purchase decision I will deliberate on the cost of the item in question. Can I afford it? Is it within my budget? Is this a wise use of my money? Will I derive sufficient value? […]

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Musings

The Side Effects of Discounts

I recently shared my experience with my office supply chain’s enticing coupons offers. The result was a short-term increase in my buying habits, followed by a prolonged lull. In like manner, years ago, my Internet hosting company embarked on a similar strategy. Their approach was offering discounts. Depending on the offer, it would be 10 […]

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Musings

The Side Effects of Coupons

A couple of years ago my preferred office supply store embarked on a creative strategy to sell me more stuff. And it worked—for a while. They started emailing me coupons that offered nice discounts—if I spent about 50% more than what had been my typical historical purchase. Not wanting to pass up a good deal, […]

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Musings

Opt-in Email Marketing: Proceed with Caution

Companies that use opt-in email marketing need to do so carefully. Years ago, two companies that I “opted in” to receive messages did it wrong—so I voted with the cancel link and opted out! I had happily bought from both and eagerly accepted their requests to opt-in to receive promotional emails. I don’t know how […]

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Musings

When Customer Rewards Programs Go Bad

Ten years ago, I have signed up for the “rewards” program at my favorite office supply store. In addition to mailing me coupons and emailing me special offers (which is how I bought a paper shredder for $10), they also keep track of my purchases, which allows me to earn quarterly discounts. Conceptually, this is […]

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Call Center Articles

A Disconnect Between Marketing and Technology

I was a loyal customer of a national office supply chain (they’ll remain nameless to protect their otherwise good image). I was a preferred customer, which entitles me to special discounts and occasional rewards (on those rare quarters when I buy “enough” product.) They also send me an email, seemingly weekly, of sales and special […]

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Musings

Beware the Survey Turned Sales Pitch

Several years ago, as I was mowing my lawn, a stranger pulled into my driveway. He approached with the determined look of a salesman. With no way to make myself scarce, I waited as he approached. He was taking a survey. Suspicious that it was really a guise for a sales pitch, I hesitated, contemplating […]

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Musings

Responding to Email

My website FindaCallCenter.com features a directory of call centers. All the information listed has all been submitted by the businesses themselves.To ensure the information is current and accurate, I periodically email each call center, asking them to review and confirm their information. The lack of response—and the slowness of response—to my recent verification effort was […]