• Articles
• Columns
• Interviews
• Checklists

Click the title link to view individual items. You can print or save a copy of each article or presentation from within the window that opens.

Articles

• How toDetermine a DRTV Product Strategy, iMerchant eNewsletter, April 3, 2012
• How to Position Inserts within your Prospecting and Retention Media Mix, Catalog Success, September 2007, Strategic use of inserts within your marketing mix
• Prospecting: Teach an Old Trade New (and Not so New) Tricks, co-authored with Mark Lee, Catalog Success, August 2007, Prospecting techniques: What works today and what doesn't
• The Art and Science of Catalog Management, Catalog Success, March 2007, Gain greater efficiencies by getting marketing and merchandising in sync.
• Using the Web to Make Your Testing Dollars Go Further, Target Marketing Magazine, June 2006, How to maximize benefits from multichannel testing; testing for marketers with small quantities.
• Benefiting from Continuity and Auto-Replenishment Marketing, Catalog Success , May 2006, Why catalogers shouldn't dismiss continuity marketing and how to integrate catalogs and continuity efforts.
• Loyal Subjects, MultiChannel Merchant, October 2005, Deciding whether your firm should develop a loyalty program or other retention marketing tactics.
• New Customer Welcome Programs, Target Marketing Magazine, October 2005, Five ways to make new buyers feel appreciated -- and more apt to buy from you again.
• Want Fries and Shoes With That?, Target Marketing Magazine, August 2005
  Improve your AOV with Well-crafted Upsells and Cross-sells.
• Tuning In, MultiChannel Merchant (formerly Catalog Age), July 2005,
  How to make the most of the changing marketplace of DRTV and DR Radio.
• Don't Touch That Dial, Catalog Success, May 2005,
  Applying DRTV Marketing Tactics to cataloging and other direct marketing mediums.
• Gaining Their Trust, Electronic Retailer, December 2004, 10 key strategies for building and maintaining customer loyalty.
• Time for a Marketing Tune-up, Target Marketing Magazine, October 2004
  Often-ignored tactics to improve the effectiveness of direct marketing efforts.
• Repeat Business, Response Magazine, July 2004
  Comprehensive review of continuity marketing approaches.

Columns for Electronic Retailer

• February 2008: Use Customer Service to Your Long-Term Advantage
• September 2007: Making the Most of Free and Low-cost Trial Offers
• June 2007: Developing an Integrated Customer Contact Management Strategy
• December 2006: Direct Mail Testing Strategy
• November 2006: Continuity Customer Retention Tactics
• October 2006: Continuity Customer Acquisition Tactics
• September 2006: Continuity Concept Development
• August 2006: Strategies for the 2nd Sale
• July 2006: DR Print Advertising: Magazines, Newspapers and More
• June 2006: Welcoming New Customers
• May 2006: Listen to Customers to Increase Your Bottom Line
• April 2006: Opportunities to Increase Response with 2-Step Marketing
• March 2006: Making the Most of Front-End Premiums and Bonus Gifts
• February 2006: Maxamizing Value from Consulting Resources
• January 2006: Customer Event Marketing
• December 2005: no column
• November 2005: Using Loyalty Clubs to Acquire and Retain Customers
• October 2005: Package Inserts and Statement Stuffers
• September 2005: Making the Most of Holiday Gift Sales
• August 2005: Using Co-marketing to Expend Your Product Line
• July 2005: When Adding a Catalog to Your Marketing Mix Makes Sense
• June 2005: Garnering Ancillary Revenue: Renting Access to Your Customers
• May 2005: no column
• April 2005: Outbound Telemarketing Promotions
• March: 2005: Wooing Former Customers Back
• February 2005: Benefiting from Product Package Inserts
• January 2005: Outsourcing vs Hiring Staff: Which Makes More Sense
• December 2004: Taking Advantage of E-mail Marketing With Phone Orders
• November 2004: Reducing Returns Starts Before the Sale is Made
• October 2004: Maximizing Sales from Callers Who Don't Order

Columns for List & Data Strategies for the Multichannel Merchant

• April 2008: Automated email Tactics #5: If... then...
• March 2008: Automated email Tactics #4: Abandoned Carts and Order Confirmations
• February 2008: Automated email Tactics #3: Get That Second Order!
• January 2008: Automated email Tactics #2: Convert Prospects to Customers
• December 2007: Automated email Tactics #1: Pull That Trigger

Interviews

• Interviewed for At Your Request: Strategies for developing customized fulfillment kits, Target Marketing, July 2007, lead and inquiry fulfillment strategies
• Interviewed for Going Solo, Multichannel Merchant, June 2007, solo direct mail program
• Interviewed for Courting Cross-Channel Loyalty, Multichannel Merchant, February 2007, loyalty marketing
• Interviewed for Put Your Customers to Work, Inside Direct Mail, March 2005, Viral marketing/MGM programs
• Interviewed for Bring 'Em Back for More, Catalog Success, December 2004, loyalty marketing

Checklists

• Selecting an Outsourced Fulfillment and Customer Service Center
• Selecting an Outsourced Call/Contact Center