CRM News: Customer Loyalty

Wednesday - June 24, 2009

The parent company of retailers T.J. Maxx and Marshall's will pay $9.75 million in a settlement with multiple states related to a massive data theft that exposed tens of millions of payment card numbers. Framingham, Mass.-based TJX said Tuesday it will pay $2.5 million to create a data security fund for states as well as a settlement amount of $5.5 million and $1.75 million to cover expenses related to the states' investigations. However, TJX stressed that it "firmly believes" that it did not violate any consumer protection or data security laws. [More...]

Chrysler Customers' Shrinking Service Options

Friday - June 12, 2009

There are 789 fewer Chrysler dealers this week -- and by the end of next year, there will be 1,100 fewer General Motors dealers. As the automakers terminate contracts with dealers across the nation as part of their bankruptcy reorganization, many owners of Chrysler and GM vehicles will have to find new sources for oil changes, tuneups and major repairs. What's a loyal owner to do? [More...]

Safeguarding the Crown Jewels With Online Brand Monitoring

Thursday - June 11, 2009

The most valuable asset of a company is its good name. Yet the rapid growth of the Internet and the explosion of social media, in particular, have made it infinitely more challenging for a company to protect its good name. Recent examples abound of how, owing to the viral effect of social media, ordinary people now wield the power to do untold harm to a brand. [More...]

Surviving the Downturn Through Social Marketing

Tuesday - June 9, 2009

Social marketing offers a new way to interact with consumers, but aside from being another channel, it requires a different mindset to achieve results. This is Web 2.0, where the consumer is in charge of the message and will angrily resist big brand pressure and broadcast marketing. Content needs to have merit to thrive in the social space, so cheesy slogans are out. [More...]

The Power of the Bargain Blogger

Sunday - June 7, 2009

When Melissa Garcia was frustrated by Old Navy's scanty coupon offerings, she didn't just complain to the store. She vented on a message board tied to her blog ConsumerQueen.com, which is read by at least 30,000 people each month and now, increasingly, by corporate America. Within weeks, chatter in the so-called mommy blogosphere led Gap's Old Navy to begin issuing coupons several times a week. [More...]

Customer Loyalty, Marketing and the Auto Industry Turnaround

Thursday - June 4, 2009

After filing for bankruptcy protection, General Motors is pushing a new ad campaign promising it will emerge from its financial troubles leaner and stronger. Is this a good marketing approach? Will it allay consumer fears about buying from a carmaker with an uncertain future? [More...]

EMC World 2009 - Traveling the Cloud's Byways

Tuesday - June 2, 2009

The recession's effects on technology budgets, corporate belt-tightening and simple business survival have been well-documented, but less attention has been paid to how IT industry client and developer conferences can help end customers stabilize or even improve their situations. Make no mistake -- the economy is affecting attendance and participation at 2009 events. [More...]

Outsource Your Processes, Keep Your Customers

Friday - May 8, 2009

Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to reduce the level of service and support they extend to customers. [More...]

The Cure for Social Media Brandjacking

Monday - May 4, 2009

The burgeoning world of social media could be a huge threat to your brand if not managed properly. On the other hand, the world of social media may be the biggest marketing opportunity in years. The difference is all in how proactive you are in protecting yourself by becoming part of the broader social networking community. [More...]

Rising to the Challenge of Capturing Customers in 2009

Tuesday - March 3, 2009

This year promises to be one of the most challenging in recent memory for online retail. The strategies and tactics that online retailers have relied upon in the past will not work in this harsher, new consumer climate. This year will clearly separate winners from losers. [More...]

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