Electronic Retailer - September 2012 - 50

THE CUSTOMER IS ALWAYS RIGHT

whether to have customer service fall under your operational or logistics group, or as a function of your sales department. More than likely it will fall under both of your departments because it’s the natural bridge between the two. Operationally, customer service needs two things: a means to talk with customers via phone or email and a way to integrate with the marketers customer database to perform functions.

Customer Service: Key Ingredients of Lifetime Value ROI
Looking to improve your ROI? How do you drive your operational decision-making? Customer service should be your first consideration for retention, lifetime value and save-and-cancel. With customer service, you have a greater chance of increasing continuity success. Moreover, it only takes one complaint to the attorney general about an offer, a product or a bad experience and your business is reported for fraud, which can cost millions of dollars. Join Fern Lee, Jason Levesque and Dan Williams of The DuMont Project from 11:15 a.m. to 12:15 a.m. Tuesday, September 11 as they discuss best practices and great legal insight as it pertains to customer service. you find certain sales representatives are consistently non-compliant, you may want to increase the monitoring of those sales representatives. If the conduct does not improve, you may need to terminate. Monitoring is only the first step. For any compliance program to be given credibility by the FTC or state attorneys general, it must have teeth. That means agents who do not comply must be disciplined and terminated if necessary, and if the non-compliance resulted in terms and conditions not being properly disclosed to consumers, the sales may

Is there any minimum number of calls that businesses should monitor?
Goldstein: There is no magic number here, and as with most questions of this type the answer is: It depends. At a minimum we generally recommend at least 5 percent to 10 percent of calls depending on the volume of the business, but the analysis is far more complex. What is more important than the percentage of calls you monitor at the outset is what you do with that data. For example, if

Marge Groves

PCI COMPLIANT
• Virtual Operations Management • Declined Order Recovery

Turning Your TRASH Into CA$H Since 1997 • Fighting Your Chargebacks • Customer Service Training and Monitoring

Contact The Marginator®
Phone: 847-277-7857 Cell: 847-778-5285 marge@profitmarginsinc.com 1354 Carlisle Drive Barrington, IL 60010 www.profitmarginsinc.com

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Electronic Retailer - September 2012

Table of Contents for the Digital Edition of Electronic Retailer - September 2012

Calendar of Events
Your Association, Your Bottom Line
Industry Reports
FTC Forum
eMarketer Research
IMS Retail Rankings
Jordan Whitney’s Top Categories
Letter from the Chairman
From the Executive’s Desk
All Aboard the D2C Train
Delivering Happiness
What Retailers Really Want
The Customer is Always Right
nuvoH2O Brings Home a Healthier, Cleaner Water Solution via DR
Guest Viewpoint
DRTV
Payment Processing
Legal
Advertiser Spotlight
Bulletin Board
Advertiser Index
Classifieds
Rick Petry
Electronic Retailer - September 2012 - cover1
Electronic Retailer - September 2012 - cover2
Electronic Retailer - September 2012 - 3
Electronic Retailer - September 2012 - 4
Electronic Retailer - September 2012 - 5
Electronic Retailer - September 2012 - 6
Electronic Retailer - September 2012 - Calendar of Events
Electronic Retailer - September 2012 - Your Association, Your Bottom Line
Electronic Retailer - September 2012 - 9
Electronic Retailer - September 2012 - Industry Reports
Electronic Retailer - September 2012 - 11
Electronic Retailer - September 2012 - 12
Electronic Retailer - September 2012 - 13
Electronic Retailer - September 2012 - 14
Electronic Retailer - September 2012 - 15
Electronic Retailer - September 2012 - 16
Electronic Retailer - September 2012 - 17
Electronic Retailer - September 2012 - 18
Electronic Retailer - September 2012 - FTC Forum
Electronic Retailer - September 2012 - eMarketer Research
Electronic Retailer - September 2012 - 21
Electronic Retailer - September 2012 - IMS Retail Rankings
Electronic Retailer - September 2012 - 23
Electronic Retailer - September 2012 - Jordan Whitney’s Top Categories
Electronic Retailer - September 2012 - 25
Electronic Retailer - September 2012 - Letter from the Chairman
Electronic Retailer - September 2012 - 27
Electronic Retailer - September 2012 - 28
Electronic Retailer - September 2012 - From the Executive’s Desk
Electronic Retailer - September 2012 - All Aboard the D2C Train
Electronic Retailer - September 2012 - 31
Electronic Retailer - September 2012 - 32
Electronic Retailer - September 2012 - 33
Electronic Retailer - September 2012 - 34
Electronic Retailer - September 2012 - 35
Electronic Retailer - September 2012 - Delivering Happiness
Electronic Retailer - September 2012 - 37
Electronic Retailer - September 2012 - 38
Electronic Retailer - September 2012 - 39
Electronic Retailer - September 2012 - 40
Electronic Retailer - September 2012 - 41
Electronic Retailer - September 2012 - What Retailers Really Want
Electronic Retailer - September 2012 - 43
Electronic Retailer - September 2012 - 44
Electronic Retailer - September 2012 - 45
Electronic Retailer - September 2012 - 46
Electronic Retailer - September 2012 - 47
Electronic Retailer - September 2012 - The Customer is Always Right
Electronic Retailer - September 2012 - 49
Electronic Retailer - September 2012 - 50
Electronic Retailer - September 2012 - 51
Electronic Retailer - September 2012 - 52
Electronic Retailer - September 2012 - nuvoH2O Brings Home a Healthier, Cleaner Water Solution via DR
Electronic Retailer - September 2012 - 54
Electronic Retailer - September 2012 - 55
Electronic Retailer - September 2012 - 56
Electronic Retailer - September 2012 - Guest Viewpoint
Electronic Retailer - September 2012 - 58
Electronic Retailer - September 2012 - 59
Electronic Retailer - September 2012 - 60
Electronic Retailer - September 2012 - DRTV
Electronic Retailer - September 2012 - Payment Processing
Electronic Retailer - September 2012 - 63
Electronic Retailer - September 2012 - Legal
Electronic Retailer - September 2012 - 65
Electronic Retailer - September 2012 - Advertiser Spotlight
Electronic Retailer - September 2012 - Advertiser Index
Electronic Retailer - September 2012 - Classifieds
Electronic Retailer - September 2012 - 69
Electronic Retailer - September 2012 - Rick Petry
Electronic Retailer - September 2012 - cover3
Electronic Retailer - September 2012 - cover4
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