Adventurous and Analytical

“In the end, our catalog production and circulation budgets that year [2000] were only about half of what it was the prior year.”

By sending personalized letters and select discount offers to unhappy customers, the company retained 57 percent of them — about 90 percent of what it usually experiences. “We ended up seeing an increase of about 1.5 percent over where we would’ve landed the prior year had all orders been fulfilled,” says Kiss.