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  DIRECTIONS: Say Hey!

  One would expect Kentucky’s Louisville Slugger Museum to have more bats than a Bela Lugosi movie, but its 12-page catalog and Web site (www.sluggergifts.com)

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  You Have to Be There

  If you’ve been to a seminar or cocktail party lately, you know the buzzword du jour is “experiential marketing.” In this issue, managing editor Dan Hanover

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  DIRECT FROM MULDOON: Tangled Up in Tech Support

  “I NEED TO RETURN a monitor that’s stopped working,” I told the catalog company’s technical support rep on the other end of the line. “The catalog says

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  Best of Breed

  CADM expands interactive component of its Tempo Awards This year marks the 30th anniversary of the Chicago Association of Direct Marketing’s award program

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  Lots of Deposits, But No CRM Returns

  For me personally, it’s been hard to master the one-to-one paradigm since nobody really seems to be practicing it as far as I’m concerned. Here are two

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  A Place for CRM

  The Container Store organizes itself around customer service A year ago, an employee of The Container Store nominated the company to Fortune magazine’s

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  THE DEL POLITO LETTER: USPS: Reform or Die

  JUST WHEN the U.S. Postal Service has barely finished implementing its latest round of rate hikes, postal officials already are talking about additional

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  DIRECTIONS: Darwinners and Losers

  We’d like to propose a candidate for our Economic Darwinism Award: Wendy Northcutt, creator and Web master of the Darwin Awards (www.darwinawards.com).Northcutt’s

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  Starting Line Courting Order

  PUTTING CUSTOMER SERVICE and government in the same sentence, says Michael Rary, is generally regarded as oxymoronic. “Like jumbo shrimp,” laughs the

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  Sweet Emotion

  As I prepared to give a presentation on custom publishing last October, I realized that my all-time favorite custom title was one I’d first encountered