MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
04 APRIL 2012
this issue Marketing P.1 Customer Service P.1 Tool, Tidbits, and Trends P.2 The WOW Factor P.2 Upcoming Events P.3 Web Hits P.3 Key Marketing Dates P.3 Sponsorship P.4 TEAM FMWR P.6 Professional Development P.6
CUSTOMER SERVICE Learn from your mistakes! Your mistakes are your opportunity to shine. Customers who had a problem resolved are more loyal then customers who never had a problem! OPEX & OPEX REFRESHER TRAINING DATES
22 MAY- OPEX 0730-1630 AMCC
23 MAY - OPEX Refresher 0800-1130 or 1300-1630 AMCC
HOW DO OUR CUSTOMERS GET THEIR FMWR INFORMATION? Data taken from our FY12 post event surveys (to date Oct-Mar) show us, on average, how our customers get their FMWR information!
Remember space is limited to 28 per session so please get your staff registered now. The Refresher is for front line staff. Anyone who is a rater is to attend the Sustaining the Covenant Management Workshop. TEAM MEMBER ORIENTATION Held at Audie Murphy’s Community Center
16 MAY TMO Day 1 0730-1630
10 MAY TMO Day 2 0730-1630
11 MAY TMO Day 3 0800- UTC SUMMER HIRE
19 MAY TMO and OPEX 0600 -1800 TMO is required within the 1st 90 days of hire. Contact Ruby O'Dell to sign up your new staff for training!
Customer Service isn’t a department, it’s an attitude!
MWR Event Book
Web Page fortleonardwoodmwr.com
Integrated Marketing Reviewing the chart to the left you can see that solely relaying on one Marketing avenue is not a good business practice. That is why we, your friendly neighborhood Marketing Office (FMWR Marketing ) utilizes an integrated marketing approach to your programs and facilities. Integrated Marketing (IM) is defined as customer centric, data driven method of communicating with the customers. IM is the coordination and integration of all marketing communication tools, avenues, functions and sources into a seamless program that maximizes the impact on consumers. This concept is designed to make all aspects of marketing communication such as advertising, sales promotion, public relations, and direct marketing work together as a unified force, rather than permitting each to work in isolation. Integrated marketing is the Holy Grail for marketing departments. It enables us to deliver relevant content at a time when it will have the biggest impact on each customer. While it is easy to say in this age of social media “I am exclusively relaying on Face Book to market my facility/program” – you can see that just as many people still get their information from other sources of Marketing communications. Our marketing strategy is always based on meeting the needs of our existing and future patrons. We do this through leveraging internal and external strengths and understanding the competitive environment. Our marketing strategies work toward supporting the FMWR mission statement and realizing our FMWR goals and is based on the concept that quality services generate customer satisfaction.
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