There's a lot to be learned from your old-school retailer. From trial and error, I've learned and hopefully taught the companies I've worked for how to build relationships with their clients. It used to be that people only bought “stuff” from retailers. I tell companies, “People don’t buy from companies, they buy from people.”
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The Retailer's Guide to Cross-Channel Success
Return on Intelligence
By Jim Gilbert
About Jim
Jim Gilbert has been creating direct marketing programs that drive superior ROI for almost 30 years. Fluent in consumer or B-to-B, creative, operations, and analytics, he marries the strategic and tactical sides of direct and social media marketing in a seamless fashion that gets results. He's CEO of a multidiscipline direct marketing agency, Gilbert Direct Marketing, Inc., which focuses on direct mail, catalogs, DRTV, telemarketing, print, alternative direct marketing media and social media marketing.
Jim has been involved in start-ups, expansions and turnarounds, and is an expert in helping multichannel marketers get to the "next level." He's a former adjunct professor, teaching direct marketing at Miami International University, and is a member of the Board of Directors of the Florida Direct Marketing Association. Jim loves to talk direct marketing, and has done many lectures on direct and social media marketing.
Creating Positive Customer Experiences
The Value of Pouring It On
Jul 19, 2010What if you were able to use the energy of really caring? What if in the workplace you could consistently...
Merchandising Musings
Merchandise as Kindling!
Jul 26, 2010This summer, why not chat about the strength of your merchandise’s kindle factor and see if there aren’t ways you...
What You Can Learn From the Way Old-School Retailers Do Business
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Why Training Can Increase Your Call-Center Conversions
A simple CSR training program can solve the lackluster attitude and increase conversion. Using this technique at one company I worked with, we increased conversion rates by as much as 20 percent. Also, by fostering an atmosphere of teamwork and healthy competition, we increased the enthusiasm and morale in its call center as well.
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Jim Gilbert's Return on Intelligence: Your Call Center is Bleeding! - Connecting the Dots of Your Customer Touchpoints, Part 2
No matter what company I visit, I always come away with the same thing: They're not as efficient at converting sales as they could be. I get that knowledge the old fashioned way; I listen to calls in the call center, and I make a number of test calls externally. I also go to a client company's website and just order (or attempt to in some cases).
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Jim Gilbert's Return on Intelligence: Connecting the Dots of Your Customer Touchpoints, Part 1
Marketing in the 21st century, with the internet and social media in play, has become even more of a challenge as retailers aren't fully in control of all of the messaging that's communicated to (and between) consumers regarding their brands. This is why today's brands need to make sure that all client-facing activities are buttoned up, in sync and consistent across all channels.
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Jim Gilbert's Return on Intelligence: When Disaster Strikes - My 6th Annual Preparedness Guide to Surviving a Disaster
Much like a four-letter word, disasters happen in all forms just about anywhere, without warning, at any time. So prepare your company and yourself. Here’s a disaster-readiness checklist I suggest you look over carefully. If you think you’re on top of it, compare your list to this one to ensure you have all the bases covered.
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