August, 1999
Volume 2, Issue 7

_______________________

A Team Boston Newsletter
The Winning Combination
Inside this issue:

Emerging Trends
(continued)		 2
Emerging Trends cont.. 3
Communications for
21st Century is Here		 4
60th Anrnversary 4


    Scores are in for the Winning
Combination and Team Boston Dealers,
give yourselves a huge round of applause.

    In the Image category, Team Boston
Dealers scored a whopping 98.7%. We
averaged 86.5% in customer service,
however, customer service scores were
brought down by dealers who do not
participate in Celebrity Service. The over-
all customer service score for dealers who
are participating in Celebrity Service was
93.7%. That compares to those dealers who

 are participating in Celebrity Service was
93.7%. That compares to those dealers
who are not bothering with Celebrity
Service at 81.5%.

The next winning combination mystery
shop will take place in Septem-ber. For
those dealers who are dragging the scores
down, its not too late to sign up for
Celebrity Service.
Emerging Trends


THURSDAY

August 19, 1999

10:00AM

Holiday Inn

Dedham, Mass.

     At this point, more than half way through
1999, we would like to re-visit emerging trends that may affect our lives and businesses. These are trends and happenings" according to the following sources: Technomics, Trend Letter, Oil Express, The Kiplinger Washington Letter, Peppers and Rogers Group and the Institute for the Future.

E-Commerce

    Thanks to the Interactive Age, shop-ping in all its most familiar forms is in for a change. It's an arena poised for explosive growth and will undoubtedly transform the relationship between businesses and consumers forever.

     According to a new study released by the Peppers and Rogers Group and the Institute for the Future, sales of products and services delivered directly to

 the home (consumer direct) will real-ize enormous gains by 2010, and may account for as much as 24 percent of all retail sales. Among the study's fmdings, it's predicted that by 2010:

· The number of households using e-commerce and grocery-delivery services regularly will rise dramati-cally from 6 million to 29 million.

· The percentage of households using traditional consumer direct channels (mail and catalogues) will drop 17 percent, to 50 percent (from 67 percent today).

· The percentage of households using the new consumer direct channels (online and grocery delivery) will triple, from 11 to 33 percent.
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