Customer Loyalty: A Reactivation Story (jschmid.com)

About 10 years ago, REI made me so stinking mad that I swore I’d never grace their check-out again. A brand-advocate no more, I huffed my outraged “customer-no-service” story to everyone that cared to listen. Their offense? They made me pay for return shipping on a few items that didn’t fit. And worse, because I didn’t get my way, I decided the phone rep was rude and dismissive. Yes, I’m guilty of perpetuating the “all-about-me” attitude pervasive in the consumer world.

WORD OF CAUTION: YES, one bad experience can ruin a customer relationship forever. And the reason can be as petty as feeling dismissed.

But then, darn it, suddenly I couldn’t avoid them – they were everywhere. Read more at: https://www.jschmid.com/blog/rei-me/

Related Posts

Managing Pandemic Catalog Buyers (mytotalretail.com)

Many catalog mailers are seeing large increases in revenue and growth in their new-to-file buyers because of the surge in pandemic-driven online purchases. However, with the growth in the number of buyers comes lots of uncertainty. Are these new buyers different than buyers pre-pandemic? The business issue with the significant influx of pandemic buyers is whether they will convert into loyal customers and respond profitably to future catalog mailings. Response rates for pandemic buyers can be quickly tested to know if they are the same or different from the existing base of buyers. The new-to-file buyers can be broken out with precision. Segmenting should be straightforward.

A Casual Apparel Brand That’s Also an Attitude (jschmid.com)

It all started with the love of an island. After decades of running a successful diving business on St. John in the US Virgin Islands, the business owners could feel that there was just more that they could offer. They saw an opportunity to tap into the island lifestyle and offer more: leisure wear, swim, and diving gear, even home décor; to build a lifestyle around the island life. But with limited existing product, and no existing tangible brand beyond the diving business to speak of, where does one start? That’s where J.Schmid came in. We started with research to understand the unique connection that people have to the island; then we used that learning to craft a brand story, and bring it to life in words and pictures. Read the case study at: https://www.jschmid.com/blog/portfolio/low-key-branding-case-study/

Print! (Even When Paper Supplies are Low) (jschmid.com)

Not enough paper for your catalog? Direct mail to the rescue! If catalogs are a main part of your marketing mix, then you know how valuable they are for driving sales and maintaining customer loyalty. But, with today’s supply chain challenges, you may be having trouble finding paper and press time for your full mail plan. The challenge with a catalog is that only a few printers do it well and it uses a fair amount of paper. With current capacity issues at printers and limited paper supply, it’s hard to get a catalog (or all of your catalogs) in the mail. So, what to do? Don’t stop mailing! According to the ANA 2021 Response Rate Report, direct mail drives the highest ROI for all media. Physical mail drives engagement so consider other forms of direct mail in place of the catalog. Learn more at: https://www.jschmid.com/blog/print-even-when-paper-supplies-are-low/
Back To Top
×Close search
Search