Agencies

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  RECRUIT THE A-TEAM

  IT’S GENERALLY believed that after a certain amount of time spent working the phones, telephone representatives burn out. I maintain that reps are more

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  Long-Term Fix

  WHAT IT COST to keep a customer, and what’s it worth over the long haul? These are two of the most important questions DMers can ask themselves these

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  After Delays, E-centives Emerge on the Web

  HERE’S A NICE little tale about the importance of keeping on your toes when doing Web marketing.Bethesda, MD-based Emaginet (www.emaginet.com), founded

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  THE NET PROWLER

  CLICKING UPSTREAM In the June issue we covered Narrative Communications Corp. (www.narrative.com) of Waltham, MA and its Enliven banner-ad technology,

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  DRTV-Blocking V-Chip Zapped

  THE DRTV and advertising industries applauded the Consumer Electronics Manufacturers Association’s (CEMA’s) decision to drop plans to endorse V-chips

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  R.I.P. = RIP-Off: Everybody Is Cashing in on Diana

  I WONDER WHAT so many of the collectibles marketers would have done if Princess Diana hadn’t been killed in that car crash.Boy, was Shakespeare wrong

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  Building Muscle

  POSING FOR a portrait in his company’s lavish Woodland Hills, CA lobby, Michael Carr, president and CEO of muscle-mag publisher Weider Publications, briefly

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  Measuring the Loyalty Effect

  ONE OF THE best books I’ve ever read on the subject of customer retention is “The Loyalty Effect” by Frederick F. Reichheld (Harvard Business School Press).Many

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  Spare Parts Central

  HYUNDAI Motor America hopes to sell spare parts and build its $150-million-a-year North American business through an extranet system for dealers.The Korean

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  Gluttony Could Spoil Postal Feast

  YOU HAVE TO pity the U.S. Postal Service these days. Every time it turns around, there seems to be someone who wants to grab his share of the marbles.