In detective novels of old, dropping a dime on someone meant placing a tip-off call to the police. But when Bloomingdale’s drops a dime, the only booking being done is revenue, and the dialers are the chain’s sales associates.
Naturally, not every customer hears from the associates: Of the chain’s 20 million customers, the top 20% account for 73% of its business. Its best customers shop more than 30 times a year.
When people shop that often, chances are they’ll get to know the store’s associates. And the Bloomingdale’s reps likely will know them as well. But if they need a little prompting, they rely on Klondike, a campaign management system designed by MBS, which feeds customer data straight to the call center
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