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Subject: UKNM: Qxl Customer Service
From: janet hoy
Date: Fri, 22 Sep 2000 19:54:10 +0100

Why can't any of these sites think of simply ASKING their customers how
often they would like to receive information... and what on .... it's not
like dynamic emails can't be created - you don't have to hit everyone on
your database with every sales message you have ...every day.

You can even give customers the chance to change their choice of what they
want to read about via an email link to a self populated form off your
database for amending. You can give them the option to time delay receiving
the next mail by month e.g. don't contact me again until... (Jan, Feb,
etc.)... and (last but not least) why isn't such a big brand either
outsourcing to a service which has an automated unsubscribe or getting that
sorted in-house - it's just a link through to a contact/no contact flag on
the database!.... I'm not technical, but I know it can be done...

It seems that these guys are jumping from acquiring customers to "MAKE THAT
SALE".... somebody needs to take them aside for a little chat about the
gentle art of customer service and customer retention....

As for Spam, from a customer perspective it it 'feels' like Spam then it's
as good as ... from a brand marketer's perspective an online customer should
be cherished even more than an offline one... because if you give them a
reason to bad mouth you it's not just half a dozen mates in the pub who will
get the message ... it could be the whole of the UKNM mail list!...

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