There’s a lot you can predict with respect to overall responsiveness, spam complaints, and unsubscribe and abandonment rates based on e-mail address.

The wheels of industry usually move slowly. But in the case of customer experience management--the science of building brand preference by meeting customer needs and exceeding expectations--the speed has been break neck. Back in 2005, the Web and the prevalence of blogging helped shed shocking new light on the myriad obstacles to building sustainable loyalty

Even though the majority of consumers find the idea of mobile ads annoying, marketers that are delivering valuable, relevant content are breaking through.

Direct Media Inc. has been appointed to manage Covenant House's donor file. Some 621,000 contributors are available, including 311,000 from the last 12 months.

American City Business Journals Inc. has chosen Lake Group Media Inc. to oversee the Sporting News Magazine file. Some 677,379 active subscribers are named.

Web marketers looking to boost their customer satisfaction and loyalty metrics should strongly consider offerings free shipping and handling, according to a new consumer study.

Office supply chain Staples is looking for a few good photos that it can turn into posters.

Not only is e-mail a top sales driver for the 40 largest online retailers, respondents driven by promotional e-mails tend to be more satisfied with their experience and more loyal to the merchant who sent them, according to a recent study by ForeSee Results.

What is the difference between having a campaign that shows ROI and having a campaign that shows predictability? When we look back a year from now, why will we see that “Predictability 2.0” was considered the biggest shift in customer relationship management

Not too long ago I spent a day teaching a group of marketing professionals about loyalty marketing. Fun it was not.