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According to various published reports, the average American company today loses 20 percent to 40 percent of its customers every year, and it comes at quite a cost. Research shows that when a company retains just 5 percent more of its best customers, profits can increase 25 percent to 85 percent depending on the industry. Accepting the fact that “churn” is part of business today, multichannel marketers should have a process in place to try to recover some of these lost customers. Churn is when marketers lose names or customers and replace them with other acquired names A recent whitepaper from data solutions

The 2nd Catalog Success Latest Trends Report on Key Issues (January 2008)

The 2nd Catalog Success Latest Trends Report on Key Issues (January 2008)

The 2nd Catalog Success Latest Trends Report on Key Issues (January 2008)

We bring you our exclusive new Catalog Success Latest Trends Report, the second quarterly joint venture with multichannel ad agency Ovation Marketing. This one focuses on the key issues in the catalog/multichannel business. As with our inaugural report last October, this survey contains a statistical analysis of a questionnaire we sent to the Catalog Success e-mail list in November. The responses came from 80 B-to-C and 45 B-to-B catalogers. You can click on the separate B-to-C and B-to-B charts below, as well as the cumulative chart. Some percentages don’t quite add up to 100, due to rounding.

In the IndustryEye section of this issue on pgs. 12-13, you’ll find our second quarterly Catalog Success Latest Trends Report, a benchmarking survey we conducted in late November in partnership with the multichannel ad agency Ovation Marketing. This one focuses on key catalog/multichannel issues, and we’ve included most of the charts there, so I encourage you to take a look. You’ll be able to find some charts only on our Web site due to magazine space limitations. We also didn’t have the space to include the numerous comments that you — our readers and survey respondents — wrote in response to two of the questions.

With a recent Strongmail/JupiterResearch survey reporting that 93 percent of all companies now deploy some type of e-mail marketing solution, the need to separate your messages from the clutter of consumers’ inboxes has never been greater. If you don’t already, now’s the time to centralize your e-mail campaigns. This is where you set rules to maintain message frequency, analyze subscriber behavior and coordinate a single e-mail initiative across all channels and business units. Without it, consumers will continue to be bombarded with marketing e-mails, thus undermining the relevance of each message. In a recent whitepaper from JupiterResearch, The Maturation of E-mail: Controlling Messaging

Each morning as I open my e-mail, I sit with my index finger perched on the delete key. I suspect I’m like many others. Today’s e-mail environment has trained us all to be “vicious deleting machines.” We scan every sender and subject line looking for someone we recognize or something of value, and if we don’t find it ... zap, it’s gone. How long do we take to scan and delete what we don’t recognize? I take about one second, maybe less. It helps that I get lots of training each morning — I’m relentless. The volume of unwanted e-mails is now so high

Did anybody else get an inferiority complex over the Thanksgiving weekend? I’m referring to the hoopla that surrounded Black Friday on Nov. 23. Like just about anything else in America, Black Friday gets bigger every year, and this year really went over the top. It got me thinking about the future: Does this “holiday” have to be a retail-only one? I certainly read enough about it. I saw plenty of TV news clips of those crazy, sleep-deprived shoppers lining up outside the stores in the wee hours of that Friday morning. I sifted through enough Circuit City, Kohl’s, Macy’s and Wal-Mart circulars about their

Reading retail sales, housing sales and consumer confidence reports the past couple of weeks while watching the stock market sink, I’ve become quite worried about the outlook for the holiday season for catalog/multichannel marketers. Retailers collectively reported their worst October in 12 years, and a Conference Board report last week said consumer confidence dropped in early November to its lowest level since Hurricane Katrina triggered soaring oil prices two years ago. Meanwhile, recent reports from the National Association of Realtors showed sales of existing homes had plunged to their lowest level in nearly a decade. None of this bodes well for catalogers. So