Spinoffs, new merchandise categories and other strategies Redcats USA is using to capture new customers.

By Paul Miller

Another key element in CliO is for contact center reps to resolve a customer’s problem in one call, and make sure the customer’s question was answered so he or she doesn’t have to call back.

Kazmer says that for all its titles, the company is paying much closer attention to simple matters, such as assuring that sleeve lengths are made exactly the way customers think they should be. Or, if a group of customers is buying formal dresses for a wedding, “those dresses better be made with the same dye lots,” he says. “It’s basic, but not a lot of companies pay that close attention to such matters.”