ISSUE
MARKETING & CUSTOMER SERVICE NEWSLETTER
27
MARCH 2014 Great Ideas
pg 1
Lucky in Business
pg 2
Tools, Tidbits, Trends
pg 3
Team MWR
pg 4
Upcoming Events
pg 5
Web Analytical
pg 5
Customer Service
pg 6
WOW Events
pg 6
Marketing Dates
pg 7
Sponsorship Dates
pg 7
Training & PD
pg 8
Team MWR
pg 9
1 Team/1 Mission
pg 10
Inspiration!
Great Ideas/Programs
To help golfers have more fun on the course and enhance their overall experience by playing from a set of tees best suited to their abilities, The PGA of America and the United States Golf Association have partnered to support “TEE IT FORWARD,” a new national initiative to be proposed for golf facilities nationwide from 5-17 July 14. TEE IT FORWARD encourages all golfers to play the course at a length that is aligned with their average driving distance. Golfers can speed up play by utilizing tees that provide the greatest playability and enjoyment. The program will be promoted at both the U.S. Open Championship in June and the U.S. Women's Open Championship in July and also coincides with The PGA of America’s Family Golf Month in July, which has approximately 2,200 facilities already registered for that national initiative. Nationwide participants reported: - 70% had more fun - 47% played faster - 91% will TEE IT FORWARD again - 52% are likely to play golf more often
Click here for short video from Jack-- Jack Nicklaus on Tee it Forward For more info on the program, click here-- PGA - Tee it Forwardcv
LUCKY IN BUSINESS
MARKETING
Some of the most successful people in the world say luck is a huge part of their achievement. Some believe in luck more consistently than they believe in education, creativity, investing, and a lot of other things commonly associated with building wealth. Luck has been studied by psychologists who found that people who consider themselves lucky have a distinct set of habits and attitudes that distinguish them from those who consider themselves unlucky. Those habits and attitudes of the lucky closely reflect those of self-made millionaire habits and attitudes revealed in Lewis Schiff’s research, author of “Business Brilliant”. It turns out that building your wealth and building your luck are roughly the same thing. Here are the five most direct ways you can start on your path toward getting luckier--and more successful. 1. Narrow your goals and focus. Lucky people and successful people both commit to their goals and make their own luck in the process. Having a specific objective makes it easier to recognize a "lucky" opportunity when it comes your way because luck always favors a prepared mind. On the other hand, if you hedge your bets on a disparate set of goals, you can end up feeling lost and unlucky. As the ancient saying goes, "For a ship without a destination, there is no favorable wind.“ 2. Play to win. The lucky and the successful go at their objectives full bore, with a positive, winning attitude, and in doing so, they maximize their abilities to profit from chance. The better prepared you are in any business dealing, the more ready you are to deal with bad surprises that a less-prepared person might deem as "bad luck.“
“Diligence is the mother of good luck. “ ~ Ben Franklin 3. Tighten up your network and recruit the right people. Develop a good network design comprised of highly-networked people, that represent a wide range of fields and who are familiar with you and your goals. Recruit the right people for the right job. 4. Work at your strengths. Super-successful people consider their ability to work doing the things they are skilled at as a major contributing factor to their success. Not coincidentally, working at your strengths is also how you develop such deep expertise in your work that you can pick up on patterns others don't see. You are also more likely to trust your gut in decision-making. Both are defining traits of lucky people. 5. Be persistent and seek value in your failures. Believe in the benefits of failure and persistence. Highly successful people go right back at the things they fail at and are determined to learn from their mistakes. Surveys of lucky people show similar traits. Lucky people say they see the positive sides of their misfortunes, don't dwell on the ill effects, and take corrective steps to avoid misfortune in the future. So, are the super-successful because they're lucky, or are they lucky as a result of being so successful? I suspect most would respond to this question with "Yes." Success and luck seem inseparable, and the news that you can do something about both of them should make you feel lucky indeed. Source: Business Brilliant, Lewis Schiff
MWR Marketing: 573.596.0117 / www.fortleonardwoodmwr.com
TOOLS TIDBITS & TREADS T
T
TIDBITS
TRENDS
TOOLS
10 INTERESTING FACTS
ST PATRICK’S DAY
FREE MWR LIBRARY RESOURCE HELPS TRANSITIONING SOLDIERS
1. By 2015, more U.S. users will access the Internet through mobile devices than through PCs/wire line devices.
Career Transitions is an online resource that helps users discover their career interests, explore indemand occupations, and leverage their work and military experience to identify employment opportunities across various industries and career pathways. This resource is great for anyone looking for a new or encore career, but it is especially helpful for Soldiers transitioning out of the Army Career Transitions is just one of many valuable resources that are available free of charge to Family and MWR customers through the General Library Information System (GLIS). Make sure to share the bliss of GLIS with your customers!
2. Currently 13% of all Global internet traffic is through mobile. 3. 64% of time spent on mobile devices is on apps. 4. Mobile advertising revenue is expected to grow by 400% to $11.4 billion this year. 5. $7.19 billion was be spent on mobile advertising in the United States in 2013. 6. 48% of users install mobile apps after tapping on ads from the Facebook app. 7. 87% of marketers use social media to distribute content. 8. 21% of Pinterest users purchased a product after seeing a picture on the site.
WE WANT
TO
HEAR FROM YOU?
Do you have an idea or story you want to share? SUBMIT CONTENT to the ON TARGET Newsletter!
9. 78% of marketers are using eNewsletters.
10. Americans spend an average of 158 minutes every day on their smartphones and tablets.
Click here
Source: DegreeSearch.org
T
TEAM MWR / CATERING PCC …. BEHIND THE SCENES!
“One cannot think well, love well, sleep well, if one has not dined well.” Virginia Woolf
Upcoming Events For a link to ALL MWR Flyers and Events click here
Be Social!
Now – March 26 TASTE OF THE ARTS: REGISTRATION $5 per artwork for adults / FREE for children ages 5 & up. Prizes will be awarded for the top 3 artists in each age category. Age categories are 18 yrs. & older, children in grades Kindergarten-2nd, 3rd-5th, 6th-8th, and 9th-12th. Judging will take place prior to the event. Registration for artwork is open to the public. Register at the Frame Shop located in Bldg. 490, Mini Mall. 573-596-0242. Now – March 28 MWR SCAVENGER HUNT: REGISTRATION Family & MWR will be hosting The Great MWR Scavenger Hunt Saturday March 29 at 8:00 am at the Family & MWR Installation Wide Events (IWE) Office, Bld 1000, suite 167, located on E. 19th Street. Join this fast paced scramble to locate items and complete tasks. Digital images will be required for some tasks. Day of registration is $15/ person or $25/team of up to 5 members. Prizes will be awarded. Open to the public. Day of registration will be available at the IWE Office, Bldg 1000. 573-596-6913.
Click the buttons above for our Social Media Sites
WEB ANALYTICS – FEBRUARY 2014 FORTLEONARDWOODMWR.COM TOTAL HITS: 2,242,316
Now – April 4 SPRING AEROBATHON: REGISTRATION The Davidson Fitness Center is hosting “Spring into Summer Aerobathon” April 5 from 9:00 am – 1100 am. A two hour aerobathon to work your muscles and cardio all at one time. Cost is $10 if registered by April 4; $15 day of. Event is open to the public and light refreshments will be provided. Please wear comfortable clothing and bring a water bottle. Aerobic passes cannot be used for this event. 573-596-5862. March 15 SHAMROCK SHUFFLE 5K/10K The Davidson Fitness Center is hosting the Fort Leonard Wood Shamrock Shuffle 5K/10K/5K Fun Run/ Walk starting at 9:00 am at the Fitness Center. Cost is $30 the day of. T-shirts will be given to registered participants. Awards will be given for overall male and female finisher as well as all age group winners. 573-596-7444. March 21 SPRING BREAK BUFFET Family & MWR will be hosting Spring Break Buffet beginning at 5:30 pm at the Pershing Community Center. A great way to spend quality time with the family! Cost is $5/children and $9/adults; includes dinner and a movie! Pershing Community Center is located in Bldg. 4109 Piney Hills Drive. Open to the public. 573-329-2455.
AVG HITS PER DAY: 80,082 TOTAL VISITS: 8,239 AVG PAGES VISITED PER DAY: 294 EZINE IMPRESSIONS: 7,295
MWR SOCIAL MEDIA FACEBOOK: 6,001 Page likes / 5,720 People Reached TWITTER: 2,143 Followers / 1,298 Tweets FLICKR: 1,866,644 Views / Best Day Feb 24 with 16,235 views. This was the day we posted the Polar Plunge & Kid’s Fishing Photos.
March 22 BAR BENDERS COMPETITION Davidson Fitness Center invites you to come out and bend some bars as we host our annual Power lifting competition. Weigh-In is the day before competition and you must weigh in to compete. The competitive weight classes will follow closely with the USA Powerlifting (USAPL) established weight classes. Ensure you know your opening attempts for all three lifts (Squat, Bench Press, Dead lift) at the weigh in. Cost is $20 per person; must be 18yrs of age and older. Register at Davidson Fitness Center, deadline is March 21. For information contact Todd Angel at 573-596-7620.
PINTEREST: 16 Boards / 160 Pins / 111 Followers YOUTUBE: 355 Views Check your web sites, patrons are lurking!
MWR Marketing: 573.596.0117 www.fortleonardwoodmwr.com
CUSTOMER SERVICE M THE “WOW” FACTOR! Don’t just satisfy your customers,
CUSTOMER SERVICE SKILLS
WOW them!
SOCIAL MEDIA:
W. O. W stands for Wonderful,
• Acknowledge. Make it known that you are aware of the customer’s post.
Outstanding and Way beyond what you ever expected!
• Make quick contact. Get in touch with commenter(s) as quickly as possible. (10 minutes). • Publicly acknowledge that you’re following up with them (within the same 10 min).
VALENTINE’S DINNER
• Close the loop. Once solved, consider returning to the channel (Twitter, Facebook, etc.) to publicly thank them. • Don’t respond to baiting, or obvious attempts to pull you into a pointless altercation in a public space. Nobody gains from this kind of interaction.
POLAR PLUNGE
KID’S FISHING DERBY
W
R
• Forward “love posts/tweets” (compliments, etc.) to Marketing in case they want to retweet and reach out to the customer or use as a testimonial. • Respond to actual support requests, if it’s a question you can answer, just respond publicly (rather than asking them for contact info and following up in another channel). It’s much faster. • Know when to take it offline. If someone reports an issue that requires troubleshooting or more information from that person, pull the conversation into email or ICE, it’s better than engaging in a back and forth conversation on a public forum No matter what channel you use to communicate with your customers, always close the loop. This means keeping them up to date during every step of the process, and following up on resolution
KEY DATES to REMEMBER
Marketing MARKETING: To capitalize on our Marketing efforts, please forward your Marketing Requests at least 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. •Requests will be accepted at anytime however you may miss out on many advertising avenues. •MAY Marketing Requests due by MARCH 14. ~ 9 May - Military Spouses Day ~ 11 May - Mother’s Day ~ 17 May - Armed Forces Day ~ 26 May - Memorial Day •JUNE Marketing Requests due by APRIL 15.
Sponsorship/Advertising
~ 8 June – Best Friend Day ~ 14 June – Army Birthday / Flag Day ~ 15 June – Father’s Day
FREQUENTLY ASKED QUESTIONS WHICH PROGRAMS ARE MWR SPONSORSHIP AND ADVERTISING MANAGERS AUTHORIZED TO SELL?
Only bonafide MWR programs and events as recognized by AR215-1 may be sponsored or display advertisements and benefit from Commercial Sponsorship or Advertising. However, the Department of Defense has permitted sponsorship for three non-MWR programs: Army Family Team Building (AFTB); Army Family Action Plan (AFAP); and Army Community Services (ACS). Note that this permission is limited to the NAF funded portion of the programs and only when the use of APFs is not authorized. Expenditures of NAF are authorized only where APF is not authorized.
SPONSORSHIP DEADLINES EVENT MONTH
REQUEST DEADLINE
April
Jan 6, 2014
May
Feb 3, 2014
June
Mar 3, 2014
July
Apr 1, 2014
Aug
May 1, 2014
Sept
Jun 2, 2014
Oct
Jun 30, 2014
Nov
Jul 28, 2014
Dec
Sep 1, 2014
Jan 2015
Sep 29, 2014
Feb 2015
Nov 3, 2014
~ 21 June – Summer Solstice
SPONSORSHIP REQUEST FORM ONLINE: WWW.FORTLEONARDWOODMWR.COM/SP ONSORSHIP-REQUEST.PHP
Be sure to get your Sponsorship requests in as early as possible – dates to the RIGHT. 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
TRAINING & PROFESSIONAL DEVELOPMENT OPERATION EXCELLENCE TRAINING
MANDATORY TRAINING NO FEAR 28 Mar / Bldg 470, Rm 1129
26 MAR OPEX for New Employees Bldg 470, Rm 1129 0800-1200 27 MAR (Service Recovery) OPEX Refresher Bldg 470, Rm 1129 0800-1000 or 1300-1500
EEO FOR SUPERVISORS - Thurman Hall Rm 3035 20 Mar – 1330-1530 EEO FOR EMPLOYEES - Lincoln Hall Auditorium 27 March 0900-1100 or 1330-1530 MANDATORY ONLINE TRAINING Trafficking in Persons http://www.combat-trafficking.army.mil/
16 APR OPEX for New Employees Bldg 470, Rm 1129 1230-1630
Constitution Day http://constitutionday.cpms.osd.mil/
17 APR (Extra Mile) OPEX Refresher Bldg 470, Rm 1129 0800-1000 or 1300-1500
SHARP https://www.lma.army.mil
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 – date TBD.
IDP TRAINING 26 MAR Bldg 470, Rm 1129 1300-1430 or 1430-1600 16 APR Bldg 470, Rm 1129 0800-1030 or 1030-1200 Space is limited to 16 people. Register with Anita Tatro at anita.r.tatro.naf@mail.mil
Customer Service isn’t a department, it’s an attitude!
Cyber Awareness No FEAR https://ia.signal.army.mil/ https://www.atrrs.army.mil
Civilian Education System (CES) https://www.amsc.army.mil Anti-Terrorism Awareness https://atlevel1.dtic.mil/at/ Workplace Violence http://www.cpms.osd.mil/
Civilian Education System (CES) Foundation Course (FC) / Course Number ATRRS (1-250-C59 (DL) https://www.atrrs.army.mil/channels/chrtas/default.asp The FC course objectives are to understand U.S. Army leadership doctrine; increase self-awareness, as it relates to their profession; understand team building, group dynamics, and effective communication; assess individual values and how they relate to professional ethics; understand how to manage professional advancement and leverage career potential; and complete administrative requirements expected of DA civilians. Required course for all interns, team leaders, supervisors and managers hired after 30 September 2006. Employees with a break in service, and previous service date is before 30 September 2006, are required to take FC. Interns are required to complete the FC before completion of the intern program. The FC is available to other members of the Army Civilian Corps for self-development. Self-registration process through the Civilian Human Resource Training Application System web-site https://www.atrrs.army.mil/channels/chrtas/default.asp. AKO logon and password or Common Access Card (CAC) required to enroll. Funding - No cost to participants
Celebrate! Nominate!
Once on Team FLW-MWR Always a on Team FLW –MWR Happy Retirement
Catch Us At Our Best is an employee recognition
program for Fort Leonard Wood Family & MWR, designed to recognize and celebrate the excellent work of all our team
Shelia Moore / SSD
members. Everyone is invited to participate! Team Members, Co-workers, Supervisors, and Community members are encouraged to fill out a nomination form when they experience an MWR Team Member going the extra mile and exceeding expectations.
We want to celebrate the awesome work of our Team - please join us in Catching Us At Our
Rosemary Stuart / CYSS
Best! Nominations can be submitted online! Awards presented at the quarterly FMWR Award Ceremony.
Best Wishes
ONE TEAM / ONE MISSION
MWR Marketing: 573.596.0117 / www.fortleonardwoodmwr.com