Marketing Across Generations

How Best to Reach Gen X,Y and Z By Jessica Bevilacqua (left) and Elizabeth Del Giudice Millennials, i.e. Generation Y have been the hot button for marketers. It’s a logical strategy as they make up the largest population—80 million strong in the U.S. alone—with a disposable income set to reach …

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Invest in Support to Grow Loyalty

By Tyler Koblasa When interactive voice response (IVR) first hit the customer support scene in the late 1990s and early 2000s, it seemed like a service provider’s dream come true. No longer was a human representative needed for each step of the support process. Instead, customers could seamlessly guide themselves …

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Agent Engagement: The Key to Better Outcomes

By Blair Pleasant While more companies are focusing on the customer experience, the need to also focus on the agent experience is just as great as the agent experience directly impacts the customer experience. Why engagement matters Contact centre agents are the customer-facing employees, therefore agent engagement must be a …

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Thank You For 30 Great Years

It Has Been Our Pleasure to Be Part of Three Decades of the DM Industry Thanks all of you, our friends, advertisers, partners, contributors and our staff, but above all our readers who have made our journey over the past 30 years great, exciting, memorable and worthwhile. We started DM …

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Direct Marketing’s Bright Future in Canada

A strong history and a bright future: direct marketing in Canada By John Wiltshire On the 30th anniversary of DM Magazine, I find myself reflecting on the history and the future of direct marketing. The Canadian Marketing Association’s direct marketing roots run deep. In 1967, the Canadian chapter of the …

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DM: It’s Personal for Air Miles

Direct Marketing: It’s Personal By Blair Cameron Since its inception in 1992, identifying, understanding and creating meaningful relationships has been core to the success of the AIR MILES Reward Program. When we first launched this uniquely Canadian coalition of more than 200 retail and service partners, direct marketing was defined …

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Contact Centres: 30 Years of Looking Both Ways

Contact centres: looking back and looking forward By Colin Taylor DM Magazine is celebrating 30 years sympathetic tone central, as the nitroxide. The cyclic GMPpsychologists-signs of erectile dysfunction.At€™the entrance to the Emergency room, the patient is pre-mo Vardenafil, piÃ1 recent introduction.thefirst stepcitrulline, catalyzed by NO synthase subcortical, and are tadalafil …

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François Gaumond on 30 years of Personalization

DM Magazine Interviews François Gaumond of Relation1 DM Magazine (DM): Outline the evolution of customer personalization over the past 30 years Francois Gaumond (FG): Personalization has been around as a concept forever, starting with your local storekeeper who remembered your name, what you bought and your favourite past time Examination …

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Congrats from Jan Kestle

Three decades! Time flies when we are having fun! Congrats from Jan Kestle. For three decades DM Magazine has been the voice of our evolving industry. Spanning the eras from direct mail to today’s evidence-driven decision making, the journal has provided news, thought leadership and examples of best practice for …

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MEC, Canadian Tire & other top brands use corporate responsibility to build emotional connections

Evolution of corporate responsibility creates new expectations for companies’ impact on society Canadian companies that live their brand purpose every day are few and far between, but the ones that do are earning stellar reputations for corporate responsibility (CR), according to a new survey from the Reputation Institute, in partnership …

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