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ACMA Forum Recap: Conference Provides Pick-Me-Up From ACCM
May 21, 2009 From News
Coming on the heels of the downcast ACCM conference in New Orleans, the American Catalog Mailers Association's (ACMA) National Catalog Advocacy & Strategy Forum offered the 50 or so attendees on hand some potential relief and plenty of optimism.
May 21, 2009 From News
Coming on the heels of the downcast ACCM conference in New Orleans, the American Catalog Mailers Association's (ACMA) National Catalog Advocacy & Strategy Forum offered the 50 or so attendees on hand some potential relief and plenty of optimism.
Ross-Simons' Davis on Why Slim Jims Are in Jeopardy
January 27, 2009 From Tactics & Tips
I wanted to take this opportunity to alert fellow catalog/multichannel merchants to our company's response to the Federal Register Notice by the USPS for letter-size booklets and folded self-mailers [#39 CFR Part 111]. This rule change effectively will eliminate slim jims from the mailstream!
January 27, 2009 From Tactics & Tips
I wanted to take this opportunity to alert fellow catalog/multichannel merchants to our company's response to the Federal Register Notice by the USPS for letter-size booklets and folded self-mailers [#39 CFR Part 111]. This rule change effectively will eliminate slim jims from the mailstream!
Lillian Vernon: Back to the Future
April 2007 From Home Page
Lillian Vernon’s year-plus road to recovery has seen a mix of return-to-roots and get-with-the-times changes. Many have worked, as president/CEO Mike Muoio reports. Here are three additional improvements the company has made: 1. Change the catalog size to preserve the brand. In 2004, Lillian Vernon changed the trim size of its catalog from its traditional 8-inch-by-8-inch format to an 8.5-inch-by-11-inch size. But the change had almost no impact on sales, and since the brand had been associated with 8-inch-by-8-inch books for more than 40 years, Muoio and his team reverted back to the old format last October. “People recognize 8-by-8 catalogs as Lillian Vernon books,”
April 2007 From Home Page
Lillian Vernon’s year-plus road to recovery has seen a mix of return-to-roots and get-with-the-times changes. Many have worked, as president/CEO Mike Muoio reports. Here are three additional improvements the company has made: 1. Change the catalog size to preserve the brand. In 2004, Lillian Vernon changed the trim size of its catalog from its traditional 8-inch-by-8-inch format to an 8.5-inch-by-11-inch size. But the change had almost no impact on sales, and since the brand had been associated with 8-inch-by-8-inch books for more than 40 years, Muoio and his team reverted back to the old format last October. “People recognize 8-by-8 catalogs as Lillian Vernon books,”
Industry Eye: Letters to the Editor
January 2007 From Retail Online Integration
On Dell’s Service Woes Dear Editor, We read your editorial in the November issue and acknowledge that some of our customers, like you, haven’t received a positive experience when dealing with our customer service group. We’re making a sincere effort to address these concerns, as well as making a significant investment in our customer service organization to ensure that we consistently provide an excellent experience. In fact, this year alone, we have invested $150 million toward retraining our customer care and technical support teams, establishing additional vehicles for our customers to interact with us, and many more initiatives that are significantly
January 2007 From Retail Online Integration
On Dell’s Service Woes Dear Editor, We read your editorial in the November issue and acknowledge that some of our customers, like you, haven’t received a positive experience when dealing with our customer service group. We’re making a sincere effort to address these concerns, as well as making a significant investment in our customer service organization to ensure that we consistently provide an excellent experience. In fact, this year alone, we have invested $150 million toward retraining our customer care and technical support teams, establishing additional vehicles for our customers to interact with us, and many more initiatives that are significantly
Catalog Success 2006 Article Index
December 2006 From Retail Online Integration
Below, our annual index of all stories that appeared in Catalog Success throughout 2006, including this issue. (For easy reference, use the print screen.) Cataloger Profiles Cover Stories United Receptacle: “B-to-B Goes ‘Plug and Play’” by Alicia Orr Suman, January Reiman Publications: “The Synergistic Approach” by Alicia Orr Suman, February Boston Proper: “Billion-Dollar Opportunity” by Donna Loyle, May Spiegel Brands: “How Spiegel Recovered” by Paul Miller, June Smarthome Direct: “Growth the Smart Way” by Matt Griffin, July J&L Industrial Supply: “Shaped Up, Shipped Out” by Paul Miller, August Northern Safety Co.: “Safely Ahead of the Game” by Matt Griffin, September AmeriMark Direct: “Steady
December 2006 From Retail Online Integration
Below, our annual index of all stories that appeared in Catalog Success throughout 2006, including this issue. (For easy reference, use the print screen.) Cataloger Profiles Cover Stories United Receptacle: “B-to-B Goes ‘Plug and Play’” by Alicia Orr Suman, January Reiman Publications: “The Synergistic Approach” by Alicia Orr Suman, February Boston Proper: “Billion-Dollar Opportunity” by Donna Loyle, May Spiegel Brands: “How Spiegel Recovered” by Paul Miller, June Smarthome Direct: “Growth the Smart Way” by Matt Griffin, July J&L Industrial Supply: “Shaped Up, Shipped Out” by Paul Miller, August Northern Safety Co.: “Safely Ahead of the Game” by Matt Griffin, September AmeriMark Direct: “Steady
November 2006 From Retail Online Integration
Problem: Ross-Simons wanted to make its luxury products more affordable without lowering prices. Solution: It implemented a deferred billing program. Results: Conversion rates during seasonal, deferred-billing promotions experienced double-digit increases. A few years back, Ross-Simons recognized that its customers had limited options when it came time to pay for their purchases. When customers ordered online or over the phone, “it was either take the Ross-Simons credit card or pay with your Visa,” says Larry Davis, the multichannel jewelry, home décor and accessories merchant’s vice president of marketing. “We wanted a more flexible solution.” Although the Cranston, R.I.-based company had a house
Last-Minute Readiness
June 2006 From Retail Online Integration
By Debra Wilson Ellis More customers order in the holiday season's 11th hour; be ready to fulfill. Customers take a leap of faith when they place last-minute holiday orders. Different reasons drive them to place orders at the 11th hour. And however they come, their orders are more than a transaction; they're symbols of their relationships with your company, and they're depending on you to deliver. Successfully fulfilling last-minute orders solidifies your relationship with customers. It says, loud and clear, that they can trust you to deliver at their most vulnerable time. Consequently, failing to deliver during this time jeopardizes your long-term relationship. Last
June 2006 From Retail Online Integration
By Debra Wilson Ellis More customers order in the holiday season's 11th hour; be ready to fulfill. Customers take a leap of faith when they place last-minute holiday orders. Different reasons drive them to place orders at the 11th hour. And however they come, their orders are more than a transaction; they're symbols of their relationships with your company, and they're depending on you to deliver. Successfully fulfilling last-minute orders solidifies your relationship with customers. It says, loud and clear, that they can trust you to deliver at their most vulnerable time. Consequently, failing to deliver during this time jeopardizes your long-term relationship. Last
The Convergence Question
April 2006 From Retail Online Integration
By Bill Spaide Need a seamless interface from e-commerce through order management to physical fulfillment? Here's how to get it. Online retail sales continue their year-over-year surge. Web consumers' expectations for the range of services and ease of online shopping also are increasing. As a result, Web and fulfillment technology solutions available to direct commerce marketers have undergone several changes during the last few years. What's been happening, why, and how can you take advantage of these noted trends to improve your multichannel sales and customer service efforts? In this article, I'll look at how converged software solutions
April 2006 From Retail Online Integration
By Bill Spaide Need a seamless interface from e-commerce through order management to physical fulfillment? Here's how to get it. Online retail sales continue their year-over-year surge. Web consumers' expectations for the range of services and ease of online shopping also are increasing. As a result, Web and fulfillment technology solutions available to direct commerce marketers have undergone several changes during the last few years. What's been happening, why, and how can you take advantage of these noted trends to improve your multichannel sales and customer service efforts? In this article, I'll look at how converged software solutions
A Path to the Present
May 2003 From Retail Online Integration
About Ross-Simons: Headquarters: Cranston, RI Year founded: 1952 Merchandise: jewelry, tableware, gifts, collectibles and home decor Business: 75 percent direct (catalog/Web); 25 percent retail Customer base: 700,000 12-month catalog/Web buyers Role at Ross-Simons: Marshall’s staff of nine includes catalog, Web site and retail marketers, as well as Web creative, merchandisers and creative design people. “Everything we do is focused on selling to the customer. It’s exciting working together to that end — being able to define a U.S.P. (unique selling proposition) and to make an offer. I love the direct marketing aspect of my job. You can test, get results
May 2003 From Retail Online Integration
About Ross-Simons: Headquarters: Cranston, RI Year founded: 1952 Merchandise: jewelry, tableware, gifts, collectibles and home decor Business: 75 percent direct (catalog/Web); 25 percent retail Customer base: 700,000 12-month catalog/Web buyers Role at Ross-Simons: Marshall’s staff of nine includes catalog, Web site and retail marketers, as well as Web creative, merchandisers and creative design people. “Everything we do is focused on selling to the customer. It’s exciting working together to that end — being able to define a U.S.P. (unique selling proposition) and to make an offer. I love the direct marketing aspect of my job. You can test, get results
E-mail Marketing Ideas
March 2003 From Home Page
Speakers at The Direct Marketing Association's recent Catalog-on-the-Road conference offered some helpful hints for those engaged in e-mail marketing communications with their current customers: 1. Send order confirmations in html format, advises George Kiebala, vice president of sales, Experian Marketing Services. Most e-mailed order confirmations are in text-only format. But because more people are gaining access to html files, try sending customers pictures of the products they ordered — along with any appropriate cross-sell items — in your order confirmations. Caveat: Not everyone can access html, so periodically poll your customer base to determine availability. 2. Compel call center reps to gather
March 2003 From Home Page
Speakers at The Direct Marketing Association's recent Catalog-on-the-Road conference offered some helpful hints for those engaged in e-mail marketing communications with their current customers: 1. Send order confirmations in html format, advises George Kiebala, vice president of sales, Experian Marketing Services. Most e-mailed order confirmations are in text-only format. But because more people are gaining access to html files, try sending customers pictures of the products they ordered — along with any appropriate cross-sell items — in your order confirmations. Caveat: Not everyone can access html, so periodically poll your customer base to determine availability. 2. Compel call center reps to gather
Bind-In Order Forms-What's the Best Strategy? (2,000 words)
May 2001 From Retail Online Integration
By Stephen Lett Alsto's. The Company Store. Garnet Hill. Martha By Mail. Williamsburg. Pottery Barn. Frontgate. Good Catalog. The Land of Nod. Linen & Lace. Restoration Hardware. Ross-Simons. Sundance. What do these catalogs have in common? They have all eliminated the use of a separate bind-in order form with envelope typically found in the center of a catalog. These catalog companies employ a lot of smart people, so why would they make the decision to discontinue using a bind-in order form with envelope? What was their thought process? What should you do? This month, we will review the order form in detail
May 2001 From Retail Online Integration
By Stephen Lett Alsto's. The Company Store. Garnet Hill. Martha By Mail. Williamsburg. Pottery Barn. Frontgate. Good Catalog. The Land of Nod. Linen & Lace. Restoration Hardware. Ross-Simons. Sundance. What do these catalogs have in common? They have all eliminated the use of a separate bind-in order form with envelope typically found in the center of a catalog. These catalog companies employ a lot of smart people, so why would they make the decision to discontinue using a bind-in order form with envelope? What was their thought process? What should you do? This month, we will review the order form in detail
Creative Cut: Ross-Simons
July 2000 From Retail Online Integration
Designers and marketers see both limitations and advantages in Web-site creative. The overarching limitation is a lack of control in the appearance of the end product because of differing technologies on consumers’ computers. On the flip side, Web sites can be altered “on the fly,” making them a more dynamic place for testing and learning about customer preferences. Deborah Kania is lead marketer at multichannel optical supplier Lens Express in Deerfield Beach, FL, co-author of “The Web Catalog Cookbook” and “The Internet World Guide to One-To-One Web Marketing,” and author of the upcoming book “Branding.com.” She observes, “Two of the biggest changes
July 2000 From Retail Online Integration
Designers and marketers see both limitations and advantages in Web-site creative. The overarching limitation is a lack of control in the appearance of the end product because of differing technologies on consumers’ computers. On the flip side, Web sites can be altered “on the fly,” making them a more dynamic place for testing and learning about customer preferences. Deborah Kania is lead marketer at multichannel optical supplier Lens Express in Deerfield Beach, FL, co-author of “The Web Catalog Cookbook” and “The Internet World Guide to One-To-One Web Marketing,” and author of the upcoming book “Branding.com.” She observes, “Two of the biggest changes
Online Bridal Registries - 'Something New' (674 words)
August 1999 From Retail Online Integration
Brides and catalogers turn to online registries National retail chains used to dominate the wedding gift registry market. Now the Web is cutting catalogers a bigger piece of the $35 billion wedding cake as online gift registries make registering and shopping for gifts easier for far-flung guests. Renowned gift catalogs, including Ross-Simons and Macys.com, have already put their popular real-world registries online. Now Web gift registry networks are making cross-catalog registrations possible so that a bride and groom with eclectic tastes can register for everything from fine china to outdoor recreation gear. These registries include Della & James (www.dellajames.com), which was
August 1999 From Retail Online Integration
Brides and catalogers turn to online registries National retail chains used to dominate the wedding gift registry market. Now the Web is cutting catalogers a bigger piece of the $35 billion wedding cake as online gift registries make registering and shopping for gifts easier for far-flung guests. Renowned gift catalogs, including Ross-Simons and Macys.com, have already put their popular real-world registries online. Now Web gift registry networks are making cross-catalog registrations possible so that a bride and groom with eclectic tastes can register for everything from fine china to outdoor recreation gear. These registries include Della & James (www.dellajames.com), which was
Thinking Outside the Box
February 1999 From Retail Online Integration
About this time nine years ago I was getting set to be married, so I registered my china and crystal patterns with a Big Department Store’s bridal registry. Then, a funny thing happened: I started receiving boxes at my home from someplace called Ross-Simons. “What store is this?” I asked my mother, for while it carried the precise gifts I had selected, I had neither been there nor heard of it. “It’s not a store. It’s a catalog,” she replied. More recently, in the fall of 1997 my sister was wed. For her bridal registry, she chose to skip the Big Department
February 1999 From Retail Online Integration
About this time nine years ago I was getting set to be married, so I registered my china and crystal patterns with a Big Department Store’s bridal registry. Then, a funny thing happened: I started receiving boxes at my home from someplace called Ross-Simons. “What store is this?” I asked my mother, for while it carried the precise gifts I had selected, I had neither been there nor heard of it. “It’s not a store. It’s a catalog,” she replied. More recently, in the fall of 1997 my sister was wed. For her bridal registry, she chose to skip the Big Department
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