1. McGraw-Hill/Irwin Copyright © 2009 by the McGraw-Hill Companies, Inc. All rights reserved.

2. Chapter 12 The One-to-One Media

3. DIRECT MARKETING PRIMARY MEDIA Direct Mail—Just staying in touch Newsletters Specialty Magazines Greeting Cards Special Offer Messages Telephone Marketing—Let’s talk Prospecting Closing Servicing Supporting 12-3

4. THE SECRET OF DIRECT MARKETING SUCCESS: THE LIST LIST ORIGINS: 1. COMPILED LISTS—EXTERNALLY GENERATED -Purchased Or Rented 2. RESPONSE LISTS---INTERNALLY GENERATED -Harvested From Company Files 12-4

5. DIRECT MAIL COMMUNICATION GOALS CREATE GOODWILL DEVELOP FAMILIARITY AND INTEREST PROVIDE DEMONSTRATIONS INFLUENCE THE CHANNEL DIRECT ORDERS 12-5

6. THE ELEMENTS OF DIRECT MAIL THE ENVELOPE - carries the weight in the decision to read or discard THE OFFER - describes “what’s in it for me?” with credibility THE ENCLOSURE - supports the offer by getting attention or providing proof THE REPLY DEVICE - this closes the sale Tells the reader what to do Makes action easy Gives a reason for acting now Stresses positive benefits for action 12-6

7. SECRETS TO INCREASING RESPONSE RATES TO MAIL SURVEYS THE DIRECT MARKETING RESEARCHER WILL Make A Telephone Pre-notification Mail A Personalized Cover Letter With The Questionnaire Follow-up With A Postcard Reminder 12-7

8. THE FIRST OBJECTIVE OF DIRECT MAIL: 1. CREATE URGENCY—with deadlines and scarcity 2. CREATE TEASER HEADLINES—save the story 3. TRY ENVELOPES WITH NO RETURN ADDRESS— except with your customers 4. TRY POINTED VS. ROUNDED FLAPS—pointed flaps go with personal communication items 5. PUT YOUR ADDRESS ON THE FLAP SIDE—use the front for messages GET THE ENVELOPE OPENED 12-8

9. USES OF TELEMARKETING 1.INCREASE SALES 2.ACCOUNT MANAGEMENT 3.FIELD REPRESENTATIVE SUPPORT 4.PROSPECTING AND QUALIFYING NEW CLIENTS 5.CUSTOMER SERVICE / SUPPORT FOR INBOUND AND OUTBOUND CALL CENTERS 12-9

10. SYNERGY OF 1-TO-1 MEDIA USING MAIL, TELEPHONE AND E-MAIL TOGETHER CAN: 1.INCREASE RESPONSE RATES TO OFFERS 2.ENABLE YOU TO TEST WHAT COMBINATIONS ARE BEST 3.ALLOW QUICKER FOLLOW-UP TO INITIAL COMMUNICATIONS 12-10

11. E-MARKETING STRATEGIES USE THE WEB Manage channels for easier transactions Provide customer service 24/7 Complete back-office activities of ordering, checking, shipping DEVELOP VIRTUAL COMMUNITIES Provides transaction capability Delivers content Provides communication exchanges THE E-MAIL TOOL Focus on permission based customers Network relationships 12-11