Archive for March, 2009

3 Weeks at Catalog Choice

Monday, March 30th, 2009

By Jill McCleary, our newest team member.

3 weeks ago, I changed from being an avid consumer member of Catalog Choice to an employee in the Berkeley office. I had used the service since the launch in 2007, and was thrilled to find my mailbox emptier and emptier as the months passed. What I never really considered was how it all worked. Seemed simple enough: make a request; stop getting a catalog.

During my first 3 weeks on the job, I’ve been surprised by the amazing amount of technology required to manage, track and communicate requests from over 1 million consumers to over 1,000 merchants. These relationships form the backbone of Catalog Choice and managing them successfully is more complicated than I’d imagined. What appears to be a simple, green system is, in fact, complex and built to grow. The growth will include expanding numbers of consumers and merchants, but also new ways to communicate consumers’ preferences and merchant marketing messages in the paperless world.

While learning what goes on behind the scenes here, I’ve had the pleasure of speaking with some of our merchant partners who are pleased to participate in Catalog Choice. They appreciate what we have accomplished together to reduce paper waste and are excited about where we are headed. As we introduce new ways to help merchants and consumers go paperless, we hope you will continue to see Catalog Choice as an important resource for living green.

I hope the merchants know we really appreciate them listening

Thursday, March 26th, 2009

We received an email from a Catalog Choice member today that articulates how many consumers feel about merchant participation.  Donna’s message is clear -  honoring mail preference requests is critical to building customer loyalty.

Dear Chuck, I am more than happy to pass on information about Catalog Choice
to my friends.  I definitely will support merchants who participate in this
service.  The reason I will go to these merchants first is that I support
anyone who is concerned about making our world better.  We are living in a
time where we need to cut down on waste.  As our life is simplified (in this
case by removing waste), it allows for more free time to do the things we
enjoy… which can mean shopping and browsing online.  I visit your website
and have hundreds of catalogs at my fingertips and can browse and shop
without having my mailbox cluttered where there’s so many that I don’t even
look at them. They go straight to the recycling bin, because it’s
overwhelming.  It’s easier to just put them in the recycle bin than to start
sorting through.  Now I can just visit the catalog I’m in the mood for, when
I go to your website.

Thanks for this service, and I hope the merchants know we really appreciate
them listening.  It certainly doesn’t mean I will not shop with them… I
will shop online with any merchant online which is more convenient, and I’m
happy to be doing something to help our environment, and working with others
who have the same interest.

Thanks again

Donna

Norridge, IL

The Survey Says …

Wednesday, March 25th, 2009

Over 55% of Catalog Choice members are opting out of a catalog mailing because they either prefer to shop online or they want to help the environment.  Another 40% are making the request because they have no interest in the products of the given catalog.  These survey results are based on responses from over 6 million surveys.

Catalog Choice - Administration

Update on Email Opt-in Service

Wednesday, March 25th, 2009

Following the beta launch of the email opt-in service last week, we have had numerous follow-up conversations with companies about using the anonymous email address and mail forwarding system we proposed.  It turns out that the anonymous email address introduces several problems that make it unusable for many companies.

As a result, we have modified the email opt-in service so that when you subscribe to email news, you authorize us to provide the specific company with the exact same contact information that they require on their site.  This includes your registered email address and in some cases your name, zip code or address.  As part of our service, the companies pledge to only use your email address for their email newsletter.

Once you subscribe to a company’s email news, you will start receiving the newsletter in your inbox.  If you don’t see newsletter, check your spam filter to make sure that it is not being trapped.  You will not receive a copy of the email in your Catalog Choice account.

The email opt-in service is a great way to go paperless with your favorite merchants.  For all of our Members who opt-out of the mailorder catalog because you primarily shop online or because you want to help the environment, look for the email opt-in option and give it a try.  Thanks to CAN-SPAM, opting out of email newsletters is always a click away.

Thanks for your donations

Tuesday, March 24th, 2009

Financial support for Catalog Choice comes from several sources:  foundation grants, site advertising, merchant services that support our mission and your donations.

I want to take a moment and thank the hundreds of Members who have made a donation to our service.

A major player in the industry

Monday, March 23rd, 2009

We just got this email in from one of our participating merchants:

I plan to spend time evaluating our presence on the site and assess the various options available. Catalog Choice has much to offer the merchant and you continue to release new, exciting and innovative ways the merchant can leverage relationships with the customers via multi channels.

Great stuff; I see you guys as a major player in the industry.

The secret to making a voluntary mail preference service work is to work with the merchant community.  This note shows that we are having great success with our merchant outreach program.

Email Opt-In Service

Monday, March 16th, 2009

NOTE:  There has been an update to the Email Opt-in Service.  We are no longer using the anonymous email address and mail forwarding system described below.  Merchants offering email opt-in through Catalog Choice have pledged to never trade your email address.  Here is the update blog post.

Today, we launched the Catalog Choice Email Subscription service. Email is a great paper-free way to learn about new products and deals offered by my favorite merchants.  Over 60% of Catalog Choice members are making a mail opt-out choice because they want to “help the environment” or “prefer to shop online”.  We expect that many of members would prefer to receive product information via email instead of the paper catalog.

But as we all have experienced, once we provide our email address for one newsletter, it can sometimes lead to a flood of unsolicited email.  As a result, we have designed our email opt-in service so that our consumer and merchant members can be assured that signing up for email news through the Catalog Choice will not generate unsolicited email messages.  Only messages from your chosen merchants will be delivered to the your inbox.  We guarentee it.

Our approach is simple and elegant.  If you have ever used Craig’s List to sell something, you are aware of the anonymous email address they provide: example: sale-abcde-123456789@craigslist.org.  Any messages sent to this address are forwarded to the poster’s real email address. Our system is similar.  When you subscribe to email news through Catalog Choice, we generate a unique catalogchoice.org email address for the specific Member and Merchant relationship.  Email messages sent by the merchant are delivered directly to your inbox by Catalog Choice as though the merchant directly emailed you.  If any of our email addresses are inadvertently sold or traded and an email is sent to a Member from a Merchant that you have not subscribed to, our system will capture and destroy the unsolicited email before it reaches your inbox.

For merchants who have activated the email opt-in service, we provide Members a one-click email subscription on the merchant’s mail preference page.  As shown below, the Email Subscription section is highlighted in green.  You sign up by selecting the Subscribe button.catalog-choice-eliminate-unwanted-catalogs-you-receive-in-the-mail-168

Once you subscribe, we generate and deliver the unique email address to the merchant.  Soon thereafter, you will start receiving their email news delivered right to your inbox.  The timing of the emails is dependent solely on the frequency of the Merchant’s email newsletter.

Not sure what to do with the email that has something you might want later?  You can always find the email message in your Catalog Choice account.  We post the email newsletter in your Activity Feed that appears on your dashboard.  If you delete an email in you inbox, but days later you realize that you are ready to buy that special item,  you can always come back to Catalog Choice to find it.
Since we just released this feature, it will take several weeks for merchants to activate the service for their catalogs.  Look for the list of merchants offering email opt-in on your dashboard in the coming weeks.
By the way, please don’t opt-into Cheese Baseball Cards.  We are for demonstration purposes only.

I saw the future at Crate&Barrel

Saturday, March 14th, 2009

Back in 2007, before we launched Catalog Choice, I often dreamed of a time when it would be as easy to opt-out as it is to opt-into catalog mailings.  Today I saw the future at Crateandbarrel.com – they added an “opt-out” link to the footer of their consumer website.

crate-and-barrel-contemporary-furniture-housewares-and-gift-registry

As soon as I saw the link, I called the head of marketing at Crate&Barrel to learn more about what caused them to add this link.  He indicated that they made this change because their customers asked for a more convenient way to find their email and mail preference forms.

I asked, “Are you afraid that you will lose customers if it is too easy to opt-out of your catalog mailings?”, echoing the concerns many companies have expressed to me.  He answered, “If we don’t do what our customers want, that will cause us to lose them.  Even if we don’t send them catalogs in the mail, they are still our customers.”

Crate&Barrel is the first website that I am aware of that makes it convenient for a customer to voice their choice about how often they receive catalog mailings on their consumer site.  Williams-Sonoma, Inc. provides a convenient link on the home page of their corporate site. If you know of others that have a link to their mail preference form on their home page, please list the URL in the comments.  Other leading merchants have developed online forms where consumers can opt-down or opt-out of catalog mailings, but it remains difficult to find these forms.  Crate&Barrel is the first merchant to put the link on their home page.

This reminds me of a story a seasoned catalog marketing consultant told me.  She said that years ago merchants did not recognize the value of making it easy to return items that we bought through their catalog.  Once merchants started making it easy to return items, more people bought merchandise through catalogs and the web.  I believe that we are seeing the beginning of the same sea change in mail preference.  Since it is expensive to mail catalogs to households and there are convenient online shopping tools for anyone who has a computer and access to the internet, it is time to make it convenient for consumers to state their mail preferences.  Congratulations Crate&Barrel.

Any company interested in providing a convenient online form that allows consumers to communicate their mail preference can contact Catalog Choice to learn about our hosted mail preference service.  Offer consumers the same preference options at Catalogchoice.org and your website.  We can provide this service running within your website without any development costs on your part.

NEMOA Spring Conference – Year 2

Wednesday, March 11th, 2009
New England Mail Order Association- NEMOA

Catalog Choice COO April Smith is attending the 2009 NEMOA (New England Mail Order Association) Spring Conference in Boston this week.  NEMOA was the first conference April attended last year and at that time it was still difficult to convince mailers of the benefits of Catalog Choice.  This year everything has changed. April will be meeting with many merchants already participating in Catalog Choice and others who will soon be activating their account.

If you are one of the several hundred mailers at NEMOA, make sure you introduce yourself to April and she will be happy to tell you about all the great new services we have for mailers.  We continue our dedication and focus to make Catalog Choice a premiere service for catalog mailers and consumers.

Based on the huge turn-out we have had over the past two weeks for our Webinars, we are very encouraged by the attention that mailers are paying to honoring consumer mail preference requests.  There is one more webinar scheduled for next week – if you are interested contact me at chuck (at) catalogchoice.org.

Other World Computing thanks CC Members for helping conserve resources

Tuesday, March 3rd, 2009

On the heals heels of the launch of our Messaging System, Other World Computing has prepared their “thank you” note to Catalog Choice Members.  Below is the message OWC will be sending to the CC Members who have chosen to no longer get their catalog in the mail.  The message provides direct links to their website, an invitation to find special deals, a link to their informative blog and a description of their paper selection process for the catalogs that they produce.

Thank you for taking the time to let us know that you do not wish to receive the Other World Computing Catalog by mail. We appreciate your joining with us in our efforts to conserve resources.

Many of our customers prefer to  simply use the OWC home page for all their shipping needs:
http://www.macsales.com/

When we do mail catalogs to customers, we only use FSC ( Forest Stewardship Council ) certified, 30% Post Consumer Waste paper, that actually has  a high cost premium over “virgin” paper. OWC also uses only  the highest % soy based inks available that deliver the best drying/appearance results. As such, we have been authorized by various governing organizations to display eco-friendly logos in our catalog.

For you online convenience,  the latest in OWC special deals, visit:
http://eshop.macsales.com/shop/specials/

The OWC Hot Spot, for OWC and Apple News, can be found at:
http://eshop.macsales.com/Customized_Pages/Framework.cfm?page=hotspot/hotspot.html

And finally, to read OWC staff thoughts on products, projects, the state of the industry, tips and tricks, and  more, see: http://blog.macsales.com/

This is a great example of how one merchant makes it easy for consumers to select their shopping channel of choice and how together, the consumers and marketers can collaborate to preserve money and natural resources.