The Top 5 Visa Claims Resolution Questions — Answered!

by Monica Eaton-Cardone on Mar 29, 2018 3:00:00 AM e-Commerce, Support Services, Customer Service, Consumer, Payment Processing

Chargebacks really haven’t changed all that much over the years. The dispute process at the beginning of 2018 was largely the same as when chargebacks were first introduced more than four decades ago. However, that’s all about to change.

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Enhancing Customer Engagement through Brand Ambassadors

by Steve Wachs on Mar 28, 2018 3:00:00 AM Digital Marketing, Brand Marketing, Customer Service, Marketing

CITGO Petroleum Corporation has been an iconic American brand since 1910. Yet, although the company boasts a long history of providing a variety of services to consumers, like any forward-thinking company, CITGO wanted to make sure its brand identity had staying power. To do that, the company knew it needed to keep up with today’s tech-savvy consumers by introducing its own mobile app.

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Cryptocurrency, Your Business and Your Customers

by Michael Alden on Mar 19, 2018 3:00:00 AM DRTV, e-Commerce, Support Services, Customer Service, Direct Response, Marketing, Consumer

We have all heard it, “Bitcoin,” the first cryptocurrency created in late 2008, early 2009 by Satoshi Nakamoto. Many of us are still on the periphery and don’t understand Bitcoin or cryptocurrency. As marketers and direct response professionals, we try to stay on top of the latest trends and disruptive technology. Cryptocurrency is one of those disruptive technologies that cannot be ignored in any industry. For many, the term, “cryptocurrency,” itself is scary and somewhat esoteric.

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Friday Forecast: When Customer Service Does a Disservice

by Rick Petry on Feb 16, 2018 11:50:20 AM Customer Service

Have you ever wanted to do business with a company, but they made it so difficult you finally just gave up? Such was my experience recently when, in the hunt for a new desk, I encountered Restoration Hardware, now known by the acronym RH which, based upon my experience might as well stand for “Really Hard [to do business with].” While I’m sure recounting my travails will be cathartic, my real purpose here is to draw invaluable lessons that any marketer can apply, including the aforementioned purveyor of designer goods.

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One is No Longer the Loneliest Number

by Robin Stone on Dec 4, 2017 10:26:57 AM Customer Service

With the revolution in social media and online communication, one is no longer the loneliest number. One customer is no longer just one customer. 

Any one customer can influence great numbers of others through their use of social media platforms as well as a wide and growing range of review options, comment boards, hash tags, and discussion forums.

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What Does Your Payment Process Say About Your Business?

by Bill McClellan on Aug 6, 2017 10:00:00 AM Customer Service

Sales are up, and so is fraud. Many credit card processors are still using antiquated systems which could hurt your business. Make sure to research prospective processors wisely so you don’t get trapped in a long-term, expensive contract with a processor who uses outdated equipment and gives poor customer support.

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Six eCommerce Customer Service Must-Haves

by Simon Slade on Dec 12, 2016 3:00:00 PM Customer Service

Customer service takes on a whole new meaning — and a whole new importance — when it comes to online storefronts. Here are the must-haves for providing excellent customer service to your eCommerce customers.

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The statements, opinions, and advertisements expressed on the ERA Blog and other online entities owned by the Electronic Retailing Association are those of individual authors and companies and do not necessarily reflect the views of the Electronic Retailing Association.