My guest today is Christopher Guerin, Director of Program Development at Sweetwater Sound Inc. Sweetwater has a very interestng past but their present and future are even more interesting. They are one of a very small group of multichannel retailers that are utilizing social networking technologies to build relationships with customers and prospects; delivering a level of personal service most retailers would kill for. Christopher discusses Sweetwater’s background, their growth and their unique positioning of customer service in their business. Click here to listen – NP Sessions...

My guest today is Susan Rider. She’s the owner and president of Rider & Associates; a marketing and operational consulting agency founded in 1985 to serve distribution companies and multichannel retailers. She is currently the president of WERC, past chairman of LESA, and a frequent speaker at DC Expo, Georgia Tech, Frontline, NACDS, ProMat and many other industry associations. In this episode, Susan shares her expertise in technology, processes, people and methodologies in the multichannel retail industry. You can get more information about Susan and her agency at...

Although there are many factors that contribute to a successful call center, none are more important than hiring the right people and training them in sales techniques and product/systems support. This episode is jam packed with solid insight and practical methods for getting these two key elements right. My guest is Penny Reynolds. She’s a founding partner at The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics including workforce management, performance measurement, and call center technologies. ...

The Payment Card Industry Data Security Standards (PCI DSS) has been challenging IT and security professionals for the past several years. We may be familiar with the bad publicity a PCI incident or breach can cause; however case studies of success stories are hard to find. The industry has been evolving to make the enterprise and customer information more secure. During this broadcast, we will look at the future of PCI compliance , how it is going to continue to evolve, and how the evolution will impact day-to-day activities. My guest is Rick Dakin. Rick is the president and co-founder of...

Catalogers have seen significant changes in their industry since the days of Sears & Roebuck. As early as 1960, store credit & credit cards opened up the telephone as an ordering channel. Now, the Internet and social networking technologies are making traditional direct marketing efforts less and less effective. This latest channel in the multichannel industry is enabling catalogers to leverage the opportunities direct marketing always has promised but never fully delivered. My guest is Larry Kavanagh. Larry is the founder and CEO of DMinSite, a direct marketing software company that...