Bundled Communications
If your company is moving toward customer experience-based employee incentives, you’ve got your work cut out for you. Developing an effective compensation system that links customer satisfaction to employee rewards requires a clear understanding of what your customers expect, what “satisfaction” means to them, and how that affects your bottom line. At Dynamark, we can help you develop and implement an email survey strategy to determine how well your company is meeting customer expectations. In addition to designing an email template that...
read moreRewarding the Right Behavior
Despite the growing recognition that customer experience matters, most employee compensation programs continue to be based on revenue targets. Andrew McInnes, customer experience analyst at Forrester Research, believes that as more companies acknowledge the effect that customer experience has on their bottom lines, they will begin to add customer feedback scores to their incentive structures along with the more traditional business performance metrics. According to McInnes, the process of establishing customer experience-based employee...
read moreHow does using paper lead to more trees?
If America’s private landowners can’t make money as tree farmers, many will turn to other income sources for the land. The U.S. could lose 44 million acres of forest to development in the next 30 years. What can be done? Understand Forest Ownership Land provides social, recreational and financial benefits. It can generate revenue for owners in many ways — one of the most environmentally friendly is by growing trees. Because 70 percent of U.S. forestland is privately owned, it is imperative that both the social and economic...
read moreNot Over-Write It
Why are some articles fun to read while others are impossible to get through? Unless you are writing a Master’s thesis or Ph.D. dissertation, your writing should not be overly formal or stuffy. Rather, it should be professional and informative with a relatively friendly tone. Whether you are writing a blog post, website copy, a sales letter or a brochure, if your writing turns people off, you can bet they won’t be doing business with you any time soon. To keep your writing less formal, sit down with a colleague and tape record yourself...
read moreLeveraging Customer Insight for More Targeted Communications
Staying relevant, valued and connected to customers — in other words, deepening the engagement — has become the number one challenge for marketers according to the Chief Marketing Officer (CMO) Council report, Routes to Revenue. In the report, marketers identified tactics and strategies that they feel are critical to deepening engagement. Nearly 60 percent said they intend to improve customer segmentation, profiling and targeting, while 30 percent reported that they were embracing more personalized, multichannel communications across all...
read moreQC- May 2011
Colgate faced a significant obstacle when marketing toothpaste in Spanish-speaking countries. Colgate translates into the command: A. Go hang yourself B. Take a hike C. Stand on your head D. Jump off a bridge QC Answer: A. Go hang yourself
read moreIs it worth printing?
PRINT NOT ONLY PAYS OFF — it pays back to the environment. It’s true. When you use paper, you’re making a contribution to the environment by keeping forests growing and responsibly managed. These are facts that are worth repeating. • Roughly 600 million trees are planted every year by the paper and forest products industry, surpassing the amount harvested. • Improved forest management, regeneration of forest areas and selective tree harvesting have resulted in a net uptake (sequestration) of carbon from 1990 to 2005. This is...
read moreTest … Test … Test
Whether you use direct mail, email or both, testing and refinement can help to improve the effectiveness of your marketing. By varying or testing elements of a direct mail campaign — such as the mailing list, design, copy, call to action or response mechanism — over multiple mailings, you can continually hone your marketing and improve your response rates. Generally speaking, there are three direct mail testing and refinement processes: • Baselining. Establishing baseline response rates allows you to set expectations for...
read moreBecoming a Better Listener
A good listener not only hears what is being said, but listens, responds and acts accordingly. People who are considered good listeners are sought out by colleagues and friends. Likewise, companies that are considered good listeners are rewarded by a higher level of customer loyalty. According to Forrester Research, despite the widespread use of customer feedback programs, fewer than a third of firms contacted closely monitor the quality of their interactions with target customers or systematically incorporate customer needs into...
read moreQC – January 2011
Which US president declared Christmas a national holiday? A. Ulysses S. Grant B. Grover Cleveland C. Theodore Roosevelt D. Woodrow Wilson A. President Ulysses S. Grant declared Christmas a legal holiday in 1870.
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