MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
11 NOVEMBER 2012
this issue CUSTOMER SERVICE The purpose of a business is to create a customer who creates customers. OPEX & OPEX REFRESHER TRAINING DATES
OPEX 27 NOV 0730-1630 AMCC
OPEX Refresher 28 NOV 0800-1130 or 1300-1630 AMCC
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
NOV 14-16 DEC 12-15 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!
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
A Time of Reflection and Thanks November brings us, Veteran’s Day, Thanksgiving and Month of the Military Family – three very important things to reflect upon at this time of year. Since the founding of our nation, there have been those who have been willing to take up arms and defend our freedom. From Valley Forge to Gettysburg, from Verdun to Manila, from Pusan to Bosnia to the Global War on Terror, brave men and women, from all walks of life have left the comforts of the familiar, leaving Family and friends, to defend our way of life and the freedoms many take for granted. November is a time to show heartfelt appreciation to all who have served and are currently serving our great country in the military. It is our all volunteer force that serves each day so that we may enjoy the things that we are thankful for. Family, friends, our freedom, it is these things in that our Military fight for. In our military families, we see the best our country has to offer. They demonstrate the virtues that have made America great for more than two centuries and the values that will preserve our greatness for centuries to come. With loved ones serving far from home, military spouses take on the work of two. Their children show courage and resilience as they move from base to base, school to school, home to home. And even through the strain of deployment, military families strengthen the fabric of each community they touch and enrich our national life as shining examples of patriotism. We are very lucky in Family & MWR to provide programs and services to those who sacrifice so much so that other can live free. Less than 1% of the U.S. population steps up to serve, and we should be honored to be a part of something that is so much bigger than us. Being a Soldier or a Family member of a Soldier is not an easy job, FMWR has the opportunity to make a difference in the lives of Soldiers and Families through our FMWR programs. So as we head into November, we ask that you take the time to say thank you to the Soldiers and Family members that come through your doors every day. We would also like to take this time to thank our FMWR Team members who continue to support the Army and the Family and MWR mission every day!
“We are a customer driven organization. Without our customers, we would cease to exist. They have a choice – help them choose MWR by being diligent about ourselves, our facilities and our customer service!” Mr. K. Wayne Bardell, Director FMWR Fort Leonard Wood
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THE “WOW” FACTOR! CREATE A WOW ENVIRONMENT Clean. New looking. Fresh. People equate their environment to the service they are given.
OCTOBER “WOW” EVENTS!
TOOLS
TIDBITS
TRENDS
CALL FOR WEB INPUT
FMWR PROMOTIONS
PRESUMERS
The IMCOM Marketing web team is seeking articles, topic ideas, photos and program ideas for January, February and March on ArmyMWR.com. They have chosen some themes for those months and would welcome input from any program area wishing to contribute. January: - New Year's Resolutions/New Year, New You - Financial Readiness/Tax Time - Get Fit February: - Valentine's Day/Couples & Relationships - Heart (Mend a Broken Heart/Give Blood/SOS) - Mardi Gras March: - March Madness - March into Literacy - Prep for Spring/Spring Cleaning
MY ARMY LIFE IN PHOTOS Family and MWR is partnering with Shutterfly to promote the My Army Life in Photos Contest. Throughout November patrons can win weekly prizes by submitting their favorite photos for each category. The more photos they enter, the better their chances of winning the grand prize - $1,000 and a professional digital camera set. Visit http://goo.gl/Op2tE for more details. OPERATION RISING STAR
The audition season for Operation Rising Star has concluded. Stay tuned when FMWR reveals the season eight The content doesn't necessarily have Top 12 in November! Check out to be an article; it can be anything www.OpRisingStar.com to learn from jokes to recipes, tips and more. photos. If you have something coming up that fits with the listed themes, please forward it to Megan O’Donoghue Please provide your input by the following dates: January ideas due by NOV 14 February ideas due by DEC 12 March ideas due by JAN 16
In today’s “expectation economy,” consumers want the best, they want it now and first, and they want real, human connection, too. In fact, they demand all that. Thanks to crowdsourcing platforms and new manufacturing technologies that are finally tipping into the mainstream, consumers are increasingly PRESUMERS; able to satisfy those demands through engagement with products and services pre-launch. Whether it's all about the perfect product, or the excitement of being a passionate supporter, PRESUMERS love to get involved with, push, fund, and promote products and services before they are realized. Source: Trendwatching ____________________________ WIN 59 – Finish the sentence ~ I am thankful for … (hint – there is no wrong answer) Email the answer and be entered into a drawing for a 59 minute card! megan.j. odonoghue.naf@mail.mil Last month’s winner: Emily Nunn Answer: A sale is not something you pursue, it is something that happens to you while you are immersed in serving your customer.
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ADVERTISING
KEY DATES Marketing:
Upcoming Events / Spread the Word! ALL MWR Events & Flyers are online
click here
Feb Marketing Requests
NOVEMBER IS MONTH OF THE MILITARY FAMILY & FAMILY & MWR WOULD LIKE TO SAY THANK YOU TO OUR FAMILIES WITH SPECIALS AND DISCOUNTS THROUGHOUT THE MONTH. SEE BELOW!
are due by Dec 1 ~ 2 Groundhog Day
ARTS & CRAFTS FRAME SHOP
~ 3 Super Bowl XLVII ~ 14 Valentines Day
AUTO CRAFT SHOP provide oil.
~ 18 President’s Day
Usage is FREE for self help card holders.
FREE tire rotation with a purchase of an oil change, patrons must
Mar Marketing Requests
BLACKJACK BAR & GRILL 10% off lunch every Friday in November
are due by Jan 1 ~ 2 – Dr Seuss Birthday
DAUGHERTY BOWLING CENTER Family X-treme, every Thursday from 7:00 pm-9:00 pm. Cost is $25 per lane for 2 hours of bowling OR $40 per lane 2 hours of bowling , 1 large 1 topping pizza and 4 soft drinks. Both specials for up to 6 family members per lane.
~ 14 – Pi Day (3.14…..) ~ 17 - St Patrick’s Day ~ 31 - Easter
DAVIDSON FITNESS CENTER 50% off daily Pool admissions Recreational Swim Hours: Weekday: 4:45-8pm / Weekend: 8am-4pm
To capitalize on our Marketing efforts, Marketing Requests are DUE a MINIMUM of 45 days out! Getting the request at 45 days or EARLIER ensures that the Marketing Office can meet all our advertising deadlines to maximize exposure of your event, program or facility.
LAKE OF THE OZARKS RECREATION AREA Rent a cabin ONE night and receive one FREE night. Limit one FREE night, does NOT include weekends and holidays. OUTDOOR ADVENTURE CENTER $5 off paintball fee and 10% off rentals.
•Requests will be accepted at anytime however you may miss out on many advertising avenues.
PINEY VALLEY GOLF COURSE Family golf special, $35 for family up to 4 members, includes 2 carts. Every Sunday & Monday from 12:00 pm – dusk.
WEB HITS – OCTOBER 2012 Check your web sites, patrons are lurking! FORTLEONARDWOODMWR.COM TOTAL HITS: 876,623 AVG HITS PER DAY: 28,278 AVG PAGES VISITED PER DAY: 472 TOTAL PAGES VISITED: 27,027 EZINE READERS: 6503
TOP 10 PAGES REQUESTED
MWR SOCIAL MEDIA VISITED FROM MWR WEB FACEBOOK: 16,324
TWITTER: 16,552
FLICKR: 16,378
YOUTUBE: 17,828
1. MWR Home Page 2. Outdoor Recreation 3. Halloween Page 4. Sports & Fitness 5. LORA 6. Calendar 7. ACS 8. Flyers/Events 9. ITR 10. CYS Services
TOP 4 FLYERS DOWNLOADED 1. MWR Ezine
2. Call of Duty Tourney
3. Calendar
4. Year Sale
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SPONSORSHIP KEY DATES Sponsorship: Be sure to get your Sponsorship requests in as early as possible
FY13
CASH
IN-KIND
SPONSORSHIP FINANCIALS AT A GLANCE FY13
TOTAL
EVENT MONTH
REQUEST DEADLINE
Dec
Sep 3, 2012
Jan 2013
Oct 1, 2012
Feb
Nov 1, 2012
Mar April
Dec 3, 2012 Jan 9, 2013
May
Feb 1, 2013
June
Mar 1, 2013
July
Apr 2, 2013
Aug
May 1, 2013
Sept
Jun 1, 2013
Oct
Jun 29, 2013
Nov
Aug 1, 2013
Reminder: Sponsorship is a benefit to both the sponsor and the program receiving sponsorship. Sponsorship is not a guarantee – but will be sought if all requirements are met.
Shereece Spain Sponsorship Manager (573) 596-0147 shereece.n.spain@us.army.mil
NOTE: Amounts reflected in the chart at the left are not indicative that funds have been deposited. If they have been deposited and it’s prior to the month of the event, funds are held in GLAC 267. The funds will show on your income statement in the month of your event as “Sponsorship Income,” GLAC 553.
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SPONSORSHIP EVENTS & PROGRAM OVERVIEW
FY13 PROGRAM
CASH
IN-KIND
TOTAL
HOW TO MAINTAIN A SUCCESSFUL PARTNERSHIP Be creative in what your facility or event can offer a sponsor, which may increase the possibility of a “yes”. Booths & banners alone are not “hot sellers”. Golf offers sponsors a 4 person team at the CG Scramble this get them involved with their target audience for that event. Think outside the box for what you can offer a sponsor . Maybe it is to be a part of awards presentation or oversight of an activity, anything that gets them involved. When sponsors are participating onsite, it’s our responsibility to take care of them before, during and after.
SPONSORSHIP COMPARISON FY 2010-2113
They should have “prime” locations at the venue. After all, they are paying to be there. Remember to say THANK YOU on behalf of your activity as often as possible!
Shereece Spain
Sponsorship Manager (573) 596-0147 shereece.n.spain@us.army.mil
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TEAM FMWR
CATCH US AT OUR BEST Professional Development
EMPLOYEE HIGHTLIGHTS – MWR GOES PINK October 19, FMWR employees were encouraged to “GO PINK” in support of Breast Cancer Awareness
Showing Support
Pippin Youth Center
INTRODUCTION TO THE IMCOM VIRTUAL CLASSROOM In this one (1) hour session, the IMCOM Academy, School for Family & MWR will introduce you to virtual learning. Participants will explore the various tools and resources used to virtually deliver learning opportunities. Students will also receive information on the Academy’s five (5) new Virtual Classroom courses and schedule for 2013. Target Audience: NF3 and above Family & MWR Program Managers (or GS equivalent) Please sign up for one of our session today! Log onto and register for “Introduction to the Virtual Classroom” for one of the following dates and times*.
Marketing/Sponsorship
The Bray’s
Tues, 13 Nov 12 – 9 – 10am Thur, 15 Nov 12 – 4 – 5pm Mon, 19 Nov 12 – 12 – 1pm Wed, 28 Nov 12 – 9 – 10 am *All times are based off of Central Standard Time (CST). Please adjust your clock accordingly .
DFC / Installation Wide Events
SSD Maintenance
BOD @ Blackjack
Contact the Academy at (210) 466-1050 or for more information.
ITR / Arts & Crafts
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