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Hillstrom's Multichannel Forensics Hardcover – September 30, 2007

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Editorial Reviews


It has become an imperative for retail executives to have a deep understanding of customer behavior and their respective multi-channel environment. To support this business intelligence, Kevin brings significant database marketing experience and a keen focus on translating data analysis into understandable and helpful frameworks. Within these frameworks, Kevin does a great job explaining key performance metrics and how to utilize them for meaningful projections and sensitivity analyses. Likewise he suggests practical strategies and tactics to optimize and integrate multichannel marketing.

Michelle Buzzoni

Divisional Vice President, Nordstrom --ForBetterBooks

Every business executive that wants to stay on the ridge of the knowledge wave that represents the movement and dynamics of its customer s behavior must dive into this read. Countless hours and significant investment contribute to building the brand and developing/refreshing products. Understanding how customers interact and behave with ones brand and product across multiple channels is crucial to developing strategies that will bring about future growth and profitability. Fortunately Kevin delivers a collection of brain thrusts that allow us mere mortals to better understand our customers. Having worked with Kevin a number of years at Lands End and Nordstrom, I can say unequivocally he is among the very best at his trade. As this read will attest, Kevin digs in like a crime scene investigator to collect and analyze all the details; using data, experience, some magic analytical tool box, humor and honed writing skills, he provides information that will allow you to build a more meaningful and profitable relationship with your customers. Good job Kevin!

Frank Buettner

President, Red Envelope --ForBetterBooks

About the Author

Kevin Hillstrom is President of MineThatData, a consultancy that helps CEOs and executives understand the complex relationship between customers, advertising, products, brands and channels. By strategically reviewing actual customer purchase transactions, Kevin illustrates natural paths that customers take when migrating from first purchase to loyal customer. This knowledge drives strategic thinking within multichannel retailers, resulting in increased sales and profits. The findings of Kevin s analyses help business leaders and CEOs understand the specific role that advertising, products, brands and channels play within a corporation.

Kevin s first book, Hillstrom s Database Marketing (Direct Academy, 2005, Amazon; $95.00) describes the foundations of his database marketing vision and is the advantageous companion book to Hillstrom s Multichannel Forensics.

Kevin spent the better part of the past two decades at some of America s most respected multichannel retailers. As Vice President of Database Marketing at Nordstrom, Kevin was part of a leadership team that turned a money-losing direct channel into one that became highly profitable. Kevin s team helped Nordstrom understand how a retail website and catalog marketing support and grow comp store sales in the retail channel.

Kevin also spent five years as Director of Circulation at Eddie Bauer. During his tenure there, he leveraged a multichannel database to clearly illustrate how an emerging channel called the internet would influence catalog and retail sales in future years. Kevin s circulation team developed contact strategies that yielded the best pre-tax year in the history of the direct division, in 1999.

Kevin s formative years were spent at Lands End. His five year stint as Manager of Analytical Services included a complex analysis of how each of seven catalog titles interacted with each other, yielding varying levels of incremental sales and profit. Kevin s team also developed statistical models that determined who should receive the catalogs mailed by business leaders across various catalog titles.

Kevin and his wife live in the suburban Seattle area, enjoying nature and a moderate climate.


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More About the Author

My name is Kevin Hillstrom. I am President of MineThatData, a consultancy that helps CEOs understand the interaction between customers, products, brands, channels, service, and merchandise. Since founding MineThatData in 2007, I have worked with more than 100 brands, generating tens of millions of dollars of incremental, annual profit for my clients.

Prior to founding MineThatData, I spent six years at Nordstrom as Vice President of Database Marketing. I also spent a year at Avenue A, five years at Eddie Bauer as Director of Circulation and Analytics, five years at Lands' End as Manager of Analytical Services, and two years at the Garst Seed Company.

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Hillstrom's Multichannel Forensics
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