Vol. 8, No. 11 | November 2011 CONTENTS FEATURES 24 Cover Story tableof The Leadership Team The 2011-2012 ERA Board of Directors weighs in on the organization’s strategic plans for growing the brand, expanding internationally and increasing membership. By Vitisia Paynich 28 24 7 One of the goals of ERA’s Board of Directors is membership growth. Call Centers in the Age of Facebook Remember when agents just had to answer the phone? When call centers start to handle their clients’ interactions with customers via social media sites, things change a bit. By Jack Gordon DEPARTMENTS Calendar of Events Upcoming Industry Events November through February Industry Reports Save the Date! The Great Ideas Summit Heads to Miami Advertiser Spotlight Highlighting This Month’s Advertisers Bulletin Board PulseTV Rolls Out First Daily Deal Video Network Advertiser Index Classifieds RESEARCH 14 eMarketer Research Online Gaming Audience Grows IMS Retail Rankings The Top 25 Shows and Spots Jordan Whitney’s Top Categories The Top 5 Shows and Spots and the Top 3 Categories Lockard & Wechsler’s Clearance & Price Index Index for 30, 60 and 120 Seconds 9 16 18 32 5 Keys to Creating a DR Hit Industry thought leaders share the best practices they say are critical for building a successful direct response and retail campaign. By Jacqueline Renfrow 46 20 38 Case Study 47 Building a Voluntary Sales Force How e-retailer Folica increased online conversions by 433 percent using social referrals. By Trevor Legwinski 47 48 4 electronicRETAILER | November 2011