25
THINGS YOU didn’t KNOW
ISSUE 2/2012 FOR MARINE CORPS EXCHANGE EMPLOYEES
SIZZLING
summer STEALS NEW PIECES TO ADD TO YOUR WARDROBE THIS SEASON
YOU be the
HERO!
Healthy Living
CELEBRATE NATIONAL FITNESS MONTH
A Message To Our Readers
letter from the editor Dear Xinsider Reader and MCX Associates, I hope that you have enjoyed reading Xinsider Magazine! I’d like to ask a favor of you: to make sure Xinsider Magazine just keeps getting better, the Xinsider Staff and I would love your feedback. Which articles grabbed your attention? Which ones were a snore? And what would you like to see more of? So tell us what you think: http://www.zoomerang.com/Survey/WEB22ELV2SPNNA If you would like to contribute or be featured in our next issue, just send your photos, articles and stories to: xinsider@usmc-mccs.org. We’d love to hear from you!
JATANEE VINGWON EDITOR-IN-CHIEF
cover stories 7
YOU BE THE HERO!
8
25 THINGS YOU DIDN’T KNOW...
10 HEALTHY LIVING 24 SIZZLING SUMMER STEALS
CONNECT WITH US! Find us at facebook.com/mymcx, twitter.com/mymcx, or youtube.com/mymcx
The Xinsider is a quarterly newsletter for Marine Corps Exchange employees produced by the Semper Fit and Exchange Services Division, Manpower and Reserve Affairs Department, Headquarters, United States Marine Corps. Contents of the Xinsider are not necessarily the official views of, or endorsed by, the U.S. Government, the Department of Defense, or the United States Marine Corps. The appearance of advertising in this publication, including inserts or supplements, does not constitute endorsement by the U.S. Marine Corps of the products or services advertised. Everything advertised in this publication shall be made available for purchase, use, or patronage without regard to race, color, religion, sex, national origin, age, marital status, physical handicap, political affiliation, or any other non-merit factor of the purchaser, user, or patron. For more information about this publication contact the Semper Fit and Exchange Services Division at: 3044 Catlin Ave, Quantico VA, 22134, 703-784-3806, www.mymcx.com.
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X INSIDER 2012 - ISSUE 2
ISSUE 1/2012
table of contents
SCOTT
?
who is HE
page 9
10THINGS
you didn’t know ... page 10
page 20
HOTTEST
TRENDS
at your MCX.... page 13
employee & associate info
programs & events
latest news
life’s a beach
4 DATES
10 HEALTHY LIVING
14 PICKING OUT SUMMER
12 GOOD EATS: PARENT’S DAY
TO REMEMBER
6 MARKETING
CALENDAR
7 YOU BE
THE HERO
8 25 THINGS
YOU DIDN’T KNOW ABOUT ME
Wendy Morgan
36 THE
MARINE MART
38 MEET
OUR ADVOCATES Jennifer Ide & Heather Tackett
40 2011 CUSTOMER SATISFACTION INDEX RESULTS
Nancy Pasternack
30 PRICE MATCH
Lorraine Shoffner
GUARANTEE
THE SCENES
31 THE KEEP IT NEW PROGRAM
Gary Miller & Mary Pugliese
Bryan Chesterfield
16 FABULOUS
20 BEHIND
FINDS: SUMMER Patricia Hall
22 AT YOUR MCX!
28 SURF AND SKATE John Gallo
24 SIZZLING SUMMER STEALS
34 THE MCX
29 MCX VIBE
26 SHOESY!
35 XTREME VALUE
32 MARINE STORY
33 THE ROLLING O VALUE STORY
John Gallo
Tammy VanNorden
Angelique Karle
38 I CAN DO THAT! Jennifer Ide
39 I CAN SELL THAT Julie Windisch
Want to share your thoughts about something you read in Xinsider magazine? Drop us a line!
Xinsider@usmc-mccs.org
Jennifer Ide WWW.MYMCX.COM
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Associate Information
DATES TO REME “Be happy, no matter what your age. Happy Mother’s Day to all our strong, supportive beautiful mothers!” MILLIE BLANCO, Program System Analyst HQ, Quantico
“I am a new mommy! I am looking forward to spending every Mother’s Day with my pretty little girl, Avi. Well, while she has no choice!” LEA POUSSON, Supply Technician Hardlines, Camp Lejeune
“The ‘BEST’ mother in the world with her eldest daughter, Heather, and her youngest, Sophia. There are six siblings in between!” HEATHER TACKETT, Human Resources Training Specialist HQ, Quantico
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X INSIDER 2012 - ISSUE 2
MBER
MAY Military Appreciation Month Camp Pendleton Grand Opening 3 Cinco de Mayo 5 Kentucky Derby Day 5 National Teacher’s Day 8 Military Spouse Day 11 Mother’s Day 13 Armed Forces Day 19 Memorial Day 28
JUNE National Dairy & Iced Tea Month War of 1812 Bicentennial Celebration 1-30 Flag Day 14 US Army Birthday 14 Father’s Day 17 International Picnic Day 18 First Day of Summer 20
JULY National Ice Cream Month Canada Day 2 Independence Day 4 Bastille Day 14 Parent’s Day 22 Olympics Begins 27 Korean War Armistice Signed 27 WWW.MYMCX.COM
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2012 MARKETING CALENDAR
Associate Information
LEGEND A = MCX Albany B = MCX Beaufort C = MCX Cherry Point E = MCX Elmore
H = MCX Henderson Hall I = MCX Iwakuni K = MCX Kaneohe Bay L = MCX Camp Lejeune
M = MCX Miramar N = MCX New River P = MCX Camp Pendleton Q = MCX Quantico
R = MCX Parris Island S = MCX San Diego W = MCX Barstow Y = MCX Yuma
EVENT EVENT DATE MCX
MAY
May Barstow Flyer May Travel Month Mother’s Day Event / A Mother’s Day Event / B Mother’s Day Event / C Mother’s Day Toppers & Fact Tags Fragrance Ad Pendleton Grand Opening Sight & Sound / A Sight & Sound / B Healthy Living Surf & Skate (MCX Vibe) Memorial Day Clearance
5/1 - 5/31 5/2 - 5/27 5/2 - 5/13 5/2 - 5/13 5/2 - 5/13 5/2 - 5/13 5/2 - 5/13 5/3 - 5/6 5/16 - 5/28 5/16 - 5/28 5/16-5/28 5/16 - 5/28 5/23 - 5/28
W Only HLMPQST CK HLMPQST CKY RI AE HLMPQS CKTY AERI HLMPQS CKTY AERI P Only LMPQS CKT H Y AE RI H Y AE RI LMPST K HLMPQS CKTY AWERI
JUNE
June Barstow Flyer Super Summer Slam /A Super Summer Slam / B Super Summer Slam / C Super Summer Slam Toppers & Fact Tags Father’s Day / A Father’s Day / B Father’s Day / C Father’s Day Topppers & Fact Tags Father’s Day Fragrance Book Tactical Event June White/Furniture Sale
6/1 - 6/30 5/30- 6/3 5/30- 6/3 5/30- 6/3 5/30- 6/3 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/13 - 6/26 6/13 - 6/26
W Only HLMPQST CK YRI AE HLMPQST CY AERI HLMPQST CKY RI AE HLMPQST CKY AERI HLMPQST CKY AERI LMPQST CKY EI R HLMQPST CK R I
JULY
June Barstow Flyer Super Summer Slam /A Super Summer Slam / B Super Summer Slam / C Super Summer Slam Toppers & Fact Tags Father’s Day / A Father’s Day / B Father’s Day / C Father’s Day Topppers & Fact Tags Father’s Day Fragrance Book Tactical Event June White/Furniture Sale
6/1 - 6/30 5/30- 6/3 5/30- 6/3 5/30- 6/3 5/30- 6/3 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/6 - 6/17 6/13 - 6/26 6/13 - 6/26
W Only HLMPQST CK YRI AE HLMPQST CY AERI HLMPQST CKY RI AE HLMPQST CKY AERI HLMPQST CKY AERI LMPQST CKY EI R HLMQPST CK R I
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X INSIDER 2012 - ISSUE 2
Associate Spotlight
A congratulations goes out to the winners for the 4th Quarter of 2011!
LUZ HAGAN - San Diego Luz showed exemplary assistance to an elderly customer who didn’t know how to operate the fuel pump. She stopped what she was doing and explained step by step procedures. The customer was still having issues, so Luz stopped what she was doing and actually pumped the gas for her. During this whole time she was carrying on a friendly conversation with a smile. Luz took care of that customer in such a kind way it made an exemplary impact of what GREAT customer service is about.
LYNNE DAILY - Quantico During a monthly Welcome Aboard Commander’s Brief, one of the presenters was not able to make it to the briefing. Lynn stepped up and presented the presentation without any preparation and no rehearsal. She did what a great MCCS employee would do. Step up to the plate and be a team player. Hats
off to Lynne, she was the Hero that day.
Luz Hagan and Lynne Daily will both receive a $100 MCX Gift Card and framed commendation!
Thanks to everyone for your submissions. Please continue to recognize our MCX employees for something exceptional they may have done and please remind all employees at every level and at every location to take notice of others so those that go above and beyond can be recognized!
WWW.MYMCX.COM
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25
Associate Spotlight
1
THINGS YOU
6 7 8
9 10
didn’t KNOW ABOUT
2
3
4 5
I recently celebrated my
25th wedding anniversary. Two beautiful, wonderful daughters who grew up to be caring, respectful, and fabulous young adults. Loves of my life! Mindless indulgence in People Magazine and celebrity news. Slight addiction to Angry Birds. LOVE to ski- water ski, snow ski & jet ski.
Dream trip - two weeks in Italy, in a villa, in Tuscany. I was forced to go camping once. Love to eat out. When traveling, while I am at breakfast, I am planning where we’ll go for lunch, and at lunch, where we’ll go for dinner. If stranded on a deserted island, give me French Fries and ranch dressing. People say I have an ever so slight southern accent. And y’all, I say that’s just “fine.”
11
A girl can never have too many pairs of shoes, or boots... And yes, 8 0 % of them are black.
12 13
Grew up in Southside Virginia. Best day ever - Catamaran trip with my family off the coast of Culebra Island, Puerto Rico. 14 Love country music and 80’s rock. 15 Yes I had 80’s big hair in high school. 16 Be nice, I hate rudeness and mean-spirited sarcasm. 17 Favorite Foods -Italian, Chinese, Sushi, Steak, and French Fries 18 Was scorekeeper for daughter’s fast pitch softball teams for 15 years, including the World Series in Louisiana. 19 I love to cook, especially when someone else does cleanup! 20 Went on a zipline for the first time last summer. My daughters said I screamed like a girl, but I loved it!
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22 23
24 25 8 |
Favorite summertime activity - watching sunsets on Kerr lake with family and friends, on the boat, with chips & a cooler of iced down Bud Light Lime. To relax, I love to read. Friendships are forever, and have helped see me through some of the best and worst times of my life. I make a mean cosmopolitan! Flying into National Airport and seeing the skyline of DC, the Capital, the Monument, the White House, makes me very proud to be an American!
X INSIDER 2012 - ISSUE 2
Wendy with her daughters
So you wanna know? I am Wendy Morgan, the Divisional Merchandise Manager for Softlines for the MCX. My husband and I live in Fredericksburg, VA and my daughters share an apartment in Lynchburg, VA. My background prior to joining MCX in June of 2011, was with Peebles (A Division of Stage Stores) out of southern Virginia, managing Men’s, Young Men’s, Children’s, Shoes, and Intimate Apparel. Currently, I manage buying of Men’s, Young Men’s, Ladies, Accessories, Jewelry, Children’s, Shoes, Juniors and Intimate Apparel. I love-love-love the product!!! The most exciting aspect of this job is working with the buyers and the vendors to put together assortments that appeal to our customers and will drive sales. After working at outside retail for over 20 years, it is very rewarding to work for a cause, to support Marines and their families. I am very fortunate to work with an incredibly talented and hard working group of buyers, assistant buyers, and data techs. It was thrilling to see their hard work pay off with amazing sales results in December and for the full year of 2011. I look forward to what 2012 will bring! Wendy Morgan Divisional Merchandise Manager Softlines, HQ, Quantico WWW.MYMCX.COM
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Runners at Camp Allen, Virginia
MCLB, Albany
Mobile Health Vehicle at MCRD/WRR San Diego
Camp Allen, Virginia
TRX Challenge at Camp Buter, Okinawa
TRX Challenge at Camp Buter, Okinawa
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Zumba class at San Diego
celebrate Programs & Events
healthy living
Climbing Wall at San Diego
2012 embarks on an exciting new project which emphasizes the importance of healthy living for our Marines and their families. Instead of participating in the Family Fun Fitness Festival, this year the MCX, in conjunction with our vendor partners, will celebrate National Fitness Month with a fantastic 16 page, full color Healthy Living booklet. This piece will be distributed to all MCX patrons and will feature a foreword by the Commandant of the Marine Corps as well as from the First Lady, Michelle Obama. The content will include articles on healthy living such as wholesome and nutritious food choices, the importance of proper hydration, sleep, vitamin and supplement recommendations, and support to quit smoking. Additionally, the piece will contain product specials available from 16 – 28 May at all Exchanges. In conjunction with the circular, each installation is encouraged to host events that support and celebrate healthy living at your Main Exchange. Some successful events that have occurred over the past two years include fun runs/ walks, climbing walls, TRX challenges, outdoor fitness classes, health screenings, visits by mobile health trucks, and visits by installation fire and safety personnel. We can’t wait to see what creative ideas you come up with to celebrate Healthy Living this year! Nancy Pasternack Commercial Sponsorship and Event Specialist HQ, Quantico
WWW.MYMCX.COM
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Life’s A Beach
Broccoli & Chicken Casserole Celebrate Parent’s Day on July 22, with this tasty dish! ANCHOR
2 QT Classic Casserole Dish
MARTHA STEWART
Walnut and Acrylic Mill Set
MARTHA STEWART Modern Cutting Set
I
Preheat oven to 350o F. Boil noodles until tender but firm. Drain and set aside. 12|
2
Combine mushroom soup, milk, cheese, basil, salt, and pepper in a small bowl. Mix well and keep aside.
X INSIDER 2012 - ISSUE 2
3
Place noodles, chicken, onions, and broccoli in a large bowl and fold gently.
4
Add soup mixture and toss the bowl slightly.
Preparation Time 15 Minutes
Cooking Time 55 Minutes
Difficulty Average
Ingredients
5
6
Pour the mixture Bake for 40 minutes. into a lightly greased Serve hot and enjoy! 2 1/2 quart casserole and cover. *All equipment for this project can be found at your MCX!
• 4 oz Noodles • 2½ cups Chicken (chopped & cooked) • ½ cup Onions (chopped) • 10 oz Broccoli Florets • 10 oz Cream of Mushroom Soup • ½ cup Skimmed Milk • ½ cup Swiss Cheese • 1 tsp Basil • Salt and Pepper -IndoBase.com & StyleThatFood.com
Latest News When I start to think about seasonal concepts, I try to imagine my ideal spring, summer, or back to school. For myself and my family, summer has always been about sand castles, bathing suits, and beach getaways. I really wanted to target the big trend colors from the spring and summer fashion shows. I checked out a lot of runway shows online from Christian Dior and Elie Saab Couture to BCBG, DKNY and Gap. Teals, blues, tangerines and sandy neutrals were a huge part of the designers’ shows. It was perfect for that beachy theme. The goal is to make sure that every prop the commands buy will be something we can re-use again and again. We have to do more with less, so longevity of a prop is a big deal to us.
We went through a lot of ideas:
1. Glass cylinders filled with sand and shells. (No room for storage, possible breakage, customers could play with it.) 2. Brightly colored beach balls to replace topiaries. (The orange beach ball deflated after one day.) 3.
Utilizing our teal overlays and neon blue grass spheres from BTS for summer. Lorraine Shoffner Visual Merchandise Manager HQ, Quantico
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Show NYC Runway BCBG Max Azr ia’s
g Couture
Sprin Elie Saab
2012
makeimpact an
April 13, 2012 – Summer Merchandising Document posts to Crossroads May 14, 2012 –
Summer Sets In-Store
June 18, 2012 – Back To School Merchandising Document posts to Crossroads July 05, 2012 –
Back To School Sets
Useful Info For An Impactful Set: 1. 2. 3. 4.
Consolidate your props. If you don’t have a large stock of props or mannequins, make sure you’re using them in groups on your impact tables. Don’t leave a mannequin lonely. Carry the theme. Make sure those summer colors are highlighted throughout the store. Pull pops of color to the front of the departments wherever you can. Keep it fresh. Make sure you’re changing your forms as clothing sells down and new items come in. Plan ahead. That’s the most important tip. Make sure you have your cloths ready, and your changeover laid out.
Clearly, the beach ball wa
s not the winning prop.
WWW.MYMCX.COM
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T O G T S U J SUMMER Life’s A Beach
R E T T O H
THIERRY MUGLER
BETSEY JOHNSON
Bes tS
Youthful and effervescent, the scent is comprised of passion fruit, mandarin, ginger, and strawberry leaves.
el
le r
!
CHANEL The incarnation of the decidedly young scent reveals itself to be both delicate and radiant. 16|
X INSIDER 2012 - ISSUE 2
Angel and Alien Sunessence fragrance, a military exclusive! Mugler’s enchanting scents and exceptional formulas turn everyday life into something extraordinary! A new collection of fragrances for a new generation of women.
RALPH LAUREN Blue #1’s sporty, fresh fragrance has a floral citrus scent that’s a winning combination of sparkling grapefruit and blue lotus.
A light and timeless treasure.
Life’s A Beach
SUMMER JUST GOT
SUN SMART
LANCOME If you’ve been craving that come-hither Cote d’Azure tan, this “auto bronzante” is the immediate answer without ever reaching for your passport!
CLINIQUE Clinique Sun with SolarSmart technology is your best defense against sun damage: high-level UVA/UVB protection plus antioxidant repair. PHILOSOPHY JACK BLACK A superior broad-spectrum sunscreen that performs in extreme conditions and absorbs quickly, with no greasy residue.
Water-resistant sunscreen with advanced sun filters and antioxidants to protect against the burning and aging effects of the sun.
BARE MINERALS This gorgeous collection has sensational bareMinerals products for a look that is resort-ready and will leave you with a perfectly natural glow. WWW.MYMCX.COM
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Latest News
BEHIND THE SCENES
It’s a cold but clear morning in early January 2012. The dawn sun is just beginning to streak across the sky as Gary Miller, Headquarters Advertising Manager, and Mary Pugliese, Headquarters Senior Graphic Designer, sit in the Headquarters Quantico, Virginia parking lot warming up a two ton box truck preparing to head out to the Quantico store to pick up merchandise that will be photographed for the 2012 Outdoor Living catalog. After moving through a dusty warehouse, Gary and Mary locate 2 dining tables, 8 chairs, a bistro table set, a huge brass fire pit, two patio umbrellas with iron bases and a host of additional accessories which they load into the truck. Loaded and ready to roll, they begin their one-and-a-half hour trek down I95 South to the Lewis Ginter Botanical Gardens in Richmond Virginia. Driving through the massive iron gates of the gardens they were met by photographer, Ron Samardge, who directed them down a narrow gravel road to park. Now came the fun part. Ron, Gary and Mary schlepped all of that furniture and accessories by hand nearly ¼ mile, back and forth, to the photo site which took nearly 10 trips! What an effort but
well worth it for the ideal location. The vista was exquisite with its portico on stone pillars and floor of bluestone. I mean where else can you take outdoor product photographs on the Eastern Seaboard in the beginning of January other than a botanical garden? Forget that nearly everything is dormant and certainly nothing is blooming. This is where the experience of a good team comes into play. Photograph angles had to be such that only the evergreen plants were in the picture frame and not the bare skeletons of summer shrubs. The sun had to be in just the right position. All of the tables needed to be carefully styled with delightful summer dishes and glassware as if they were set in anticipation of a casual barbecue and cocktails. In print, the images look as if it’s a beautiful summer afternoon on the cape… birds chirping, bumble bees buzzing, and a nearby brook sweetly babbling. But in fact there were frozen fingers, chapped noses and aching feet. Ah, what we do to entice our customer to the MCX. Gary Miller Retail Advertising/Marketing Coordinator, HQ, Quantico
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Mary Pugliese Senior Graphic Artist HQ, Quantico
OUTDOOR LIVING
Life’s A Beach
AVAILABLE Embrace Bold
Dramatic Patterns
Shirt by American Rag $34.99; Jeans by Jessica Simpson $59.99; Flats denim, by Style & Co; Bracelet stretchable, by Orion $6.99; Earrings by Orion $10.99;
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Shirt cotton, by 1775 $16.99; Pants by American Rag $34.99; Wedges by Madeline $44.99 Handbag by Giani Bernini $87.99; Earrings beaded, by Orion $6.99.
AT YOUR MCX! The Cold Shoulder Shirt Side Knot, by DKNYC $54.99; Handbag by Nine West $29.99; Flats studded, by Madden Girl $39.99.
To Dye For
Shirt by INC $49.99; Jeans stretch, brown by American Rag $34.99; Handbag snake skin, by Michael Kors $94.99; Wedges Faux Suade, by Unlisted $49.99.
WWW.MYMCX.COM
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Life’s A Beach
Cute Wear Anywhere Jacket by Michael Kors $109.99; Tank Top crochet back, by 1775 $16.99; Shorts Jean, by Highway Jeans 14.99; Boots by Big Buddha $74.99; Bracelet by Orion $10.99.
Day Bling
Tank Top sequin, by 1775 $16.99; Capris versatile-ware, by Lee 32.99; Sandals by Roxy $11.99.
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Water Colors
Knit Knacks
Dress ruffles, by American Rag $44.99; Sunglasses by Sketchers $24.99; Wedges faux suade, by Unlisted $49.99
Shirt crotchet, by Roxy; Capris by American Rag $34.99; Heels by Rampage $16.99; Bracelet gold, slinky, by Orion $10.99.
WWW.MYMCX.COM
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Life’s A Beach
E
lite marathon champion Meb Keflezighi ran his two all-time fastest races wearing Skechers GOrun footwear. Now you can show your support for Meb and the entire US team as he races for gold in London this summer with the limited edition red, white and blue Skechers GOrun. This radically lightweight running shoe features an efficient mid-foot strike design and innovative GOimpulse sensors for responsive feedback. MCX will be among the first retailers to have this limited edition product. GO MEB, and GO TEAM USA!!!
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Shoesy!
Whether you are on the beach, off the beach, or running around town, flats are a comfortable, easy, and fashionable choice!
Our #1 trend for ladies’ shoes this Spring 12 is FLATS. They are in all brands and at every price point. Everyone is getting in the flats business. Our regular shoe brands as well as our sandal brands are all doing their version of the flat. FLATS ARE WHERE IT’S AT!
"Anything he can do you can do better; you can do anything better than him!" Reef guy's best selling sandal, the Phantoms, are now available for ladies in a natural brown and pale rose colorway. These performance sandals feature a contoured footbed with anatomical arch and a grippy outsole to ensure stability and comfort.
•Synthetic upper with debossed detailing •Soft mesh lining •Molded EVA with anatomical arch support •Durable, high density EVA outsole Cathy Harman Buyer Softlines, HQ, Quantico
The hottest brands this summer: Reef, Quiksilver, Sanuk, and Roxy.
WWW.MYMCX.COM
| 27
Latest News
There is a new VIBE at MCX this May. Be sure to bring it into MCX with you during the VIBE Event. It is your pass to save 20% on all Brands Advertised in the VIBE. We continue to offer the most wanted Action Sports Brands and Extreme brands for modern marines. This years VIBE Catalog runs from May 17 through May 27th includes great photos of Surf Champions like Joel Parkinson, John John, Jesse Mendes, plus perfect skate action phots. MMA, UFC, Biker, Baha Truckin’, and Motocross are still represented by Affliction and Metal Mulisha. New are QR scannable links to more action online and some of the newest apparel and shoes are featured throughout the VIBE. To really put this event over the top is a Register to Win a new GOPRO Camera at each VIBE location. Don’t miss the VIBE, May 17 - 28.
OUR SURF AND SKATE APPAREL WILL BLOW YOU AWAY
360 degrees
Unless you live at Huntington Beach, you will not find a better selection of the best brands in board shorts, surfer rees, and apparel than you have in your local MCX, and you will save at least 20% off the manufacturer’s Surf Shop prices everyday. If you gotta have Quiksilver, Billabong, or Hurley, we have them in spades. If you’re more old school, O’Neill, Rip Curl, and Rusty are right here for you. Don’t waste your time and money shopping for Surf apparel anywhere else. That’s unless you live at Huntington Beach and like to pay full price. If you’re more into Skate, well, we can’t teach you to smoothly Ollie off the front porch then hit a perfect Kick Flip to impress the girls, but we have the hottest skate apparel brands for you. You still have to practice to get that ollie high enough to hit your flips and other tricks, but MCX can outfit you in rugged Volcom, Electric, DC Shoes, or Vans so you look and feel great, hittin’ or missin’ the tricks. And you’ve gotta know: Your favorite skate brands are always at least 20% Off in your MCX while full price in the Skate Shops. Whether you ride your board on waves or concrete, remember we have the most wanted brands, widest selection, and lowest everyday prices for you in your MCX. John Gallo Young Mens Buyer Softlines , HQ, Quantico
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New VIBE The
There is a new VIBE at MCX this May. Be sure to bring it into MCX with you during the VIBE Event. It is your pass to save 20% on all brands advertised in the VIBE. We continue to offer the most wanted action sports brands and extreme brands for modern Marines. This years VIBE Catalog runs from May 17 through May 27th and includes great photos of Surf Champions like Joel Parkinson, John John, Jesse Mendes, plus perfect skate action photos. MMA, UFC, Biker, Baha Truckin', and Motocross are still represented by Affliction and Metal Mulisha. New are QR scannable links to more action online and some of the newest apparel and shoes are featured throughout the VIBE. To really put this event over the top is a Register to Win a new GOPRO Camera at each VIBE location.
DON'T MISS THE VIBE: MAY 17 - 27! VOLCOM QUIKSILVER
QUIKSILVER
HURLEY BILLABONG WWW.MYMCX.COM
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Programs & Events
We double dog dare you.
We ’l l M a tc h T h a t!
Keeping prices low. For over a century, we’ve known that our customers are people who serve their country proudly… And we strive to do the same. Everyday we give our level best to get you the products you want at the prices you deserve. Think of this as our way of saying we’re proud to support the best there is:
THE FEW, THE PROUD, THE MARINES.
Find a lower price? The only thing we love more than serving Marines is saving them money. Sound good? I found a better price than the MCX… • Let us know where & how much, and we’ll take care of the rest! • Items need to be identical in size, brand, model number... you get the idea! (Color can vary) The dang thing went on sale right after I bought it… • Don’t you hate that? We do too. How about we refund the difference? • Take your time! You have 14 Days from when you buy it for us to match it, so don’t worry. I saw something in the All-Services Catalog that was cheaper… • Good find! If it wasn’t a custom order from overseas (it should be marked in the catalog if it was) We will match it! The ad I found said I could buy a certain quantity… • If you find an ad that we match that mentions a specific quantity, we will do the same (dare we say MATCH) Percent and Dollar-off Ads too? • We can’t match exact percentage or dollar off promotions, but we will match the out the door price - excluding tax!
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Limitations We can’t match: • Double and triple coupons • Clearance items or closeout prices • Going out of business sales • Membership clubs • Items that require purchase to get a competitor’s gift card • Competitor’s private label price promotions • Internet prices • Gasoline • Special orders • Tobacco • Firearms • Store and vendor rebates • Commissary prices
And like all programs, there are some limitations...and this is what we communicate to our awesome customers. As trained in the “I Can DO That” program, it’s about taking care of the customer that is standing in front of you! Remember, you are EMPOWERED to verbally match up to $25, match internet (no scam sites though…right!) and membership clubs if it means WOWing that customer you are serving! There is no one size fits all answer. Deliver that “Dress Blue Experience” and do something to make them want to come back!
Programs & Events
PROTECTED WHEREVER YOU GO! Customer service you can count on. Keep It New! Protection Plans offer you peace of mind knowing that if the unexpected happens, we have your back. All it takes is a quick call - we take care of the rest!
“
The KeepItNew program is a comprehensive protection plan available to cover many different product categories. Plans are available to protect nearly everything in electronics from televisions, cameras & camcorders, computers & tablet, gaming systems, even DVD and video games. There are plans available for major appliances, fitness equipment, bikes and lawn and garden equipment. Plans range in price from $1.89 to $399, depending on the coverage and product category. The program generated over $700,000 in margin $ for 2011 on $1.87 million in sales.
“
Top 5 commands are as follows:
COMMAND
UNITS
TTL RETAIL
Camp Lejeune
10730
$484 K
29 Palms
8663
$325 K
Miramar
3672
$253 K
Camp Pendleton
2963
$181 K
Kaneohe Bay
2309
$120 K
Don’t forget to ask EVERY customer if they would like to protect their investment when they purchase these product categories! Bryan Chesterman Divisional Merchandise Manager Hardlines, HQ Quantico
WWW.MYMCX.COM
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Latest News
THE FEW. THE PROUD. THE MARINES. Inbound OEF MCCS Marine Detachment 12-1 during our recent Pre-Deployment Training at Camp Pendleton. The OIC is our very own CWO3 Wesley M. Nelson here at HQ and the SNCOIC is MSgt Mauricio Castro Lopez based out of MCAS Miramar.
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X INSIDER 2012 - ISSUE 2
FIRST ROW, LEFT TO RIGHT: GySgt DiazMarine Forces Norfolk, Sgt Costa- MCAS Beaufort, GySgt Wilhoit- MCAS Yuma. Second Row: SSgt Rojas- Henderson Hall, Sgt Sylvester- Lejeune, Sgt Sherrill- Lejeune, Sgt Melendez- Pendleton. Third Row: Sgt Rogers- Lejeune, SSgt Hill- Pendleton, Sgt Reeves- 29 Palms, Sgt Griffin- Henderson Hall. Forth Row: SSgt Ray- MCAS Iwakuni, SSgt AtkinsMCB Quantico. Fifth Row: MSgt CastroLopezMCAS Miramar, GySgt Grondziak- MCAS Beaufort, CWO3 Nelson- HQMC MR Quantico.
The Rolling O
Programs & Events
Lab Dear Reader, In my recent conversations with our Marines at both Camp Lejeune and 29 Palms, my admiration for our servicemen and servicewomen just continues to grow. In my many years of selling to the military, I have always been very proud to sell Oakley because it is a premium eye-wear brand. I know our military patron really likes the quality of the glass and Oakley’s optical superiority. I have been part of meetings where testimonials on Oakley’s safety have been discussed. I never really fully absorbed the fact that Oakley eye-wear can actually save a Marine from harm’s way, until I met a young Marine during the Grand Opening of the new Exchange. I was approached by a young Marine, who said he was 20, and had just arrived home from Afghanistan. He asked me for assistance, and was looking for a Ballistic M-Frame, and asked me many questions about the glass. I answered his specific questions. He was very excited that all Oakley sunglasses were 20% off regular ticket price that day. We found the glass he wanted. As I was taking him to the register, he mentioned how glad he was to replace his Oakley sunglasses; and that his former pair had been destroyed in Afghanistan. He said that a bomb detonated near him and damaged them; but he was OK.
Get educated across the globe. Listen up and learn the stories and facts behind our ground breaking technology… the reasons we simply refuse to accept the limits of conventional thinking. Experience a self-contained 40 foot motor coach with front row seats at major sporting venues. Or take a curbside queue at our retail locations. I was so overwhelmed by his matter-of-fact statement that I will never look at selling Oakley eyewear to the military the same way again. If I had a pair in my pocket that day, I would have gladly given them to him. The essential fact that resonated with me that day is how important wearing Oakley eye-wear means to our Marines, in the field of combat. Their eye safety is obviously paramount. All the Marines that shopped the store that day and went into the Rolling O Lab, to view Oakley’s ballistic testing, had so many similar stories to share. We, at Oakley, are proud to do our part to assist our servicemen and servicewomen. Thank you for giving us that opportunity. Respectfully,
Jill Lefave WWW.MYMCX.COM
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Associate Information
THE MCX
CLASSIC
» MCX exclusive clothing line for Men’s, and Ladies » 1775 Classic offers moderately priced, traditional silhouettes of basic wardrobe pieces. » These basic wardrobe pieces are sized to fit the average physique
KIDS
» MCX exclusive clothing line for kids & babies » Offers stylish key apparel items that are durable & affordable
Silver
» MCX exclusive contemporary clothing line for Men’s and Ladies » 1775 Silver offers garments with a modern, more form fitting silhouette
exchange select
» A money saving alternative to brand names » Your choice for quality and value with the following products: baby care items, vitamins, cleaning products & toiletries
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VALUE
STORY another corps value
» Essential items for your home from the best in brand names at the lowest possible price….guaranteed! » Essentials items offered: dinnerware, towels, small electrics & electronics
xtreme value
» Brand name items offered as best and lowest cost based on competitive shopping analysis » In-store only program » Key items primarily on end caps in: consumables, tactical & athletic shoes
our cost is your cost
» Basic staple items for Marine families at our cost » Basic staple items include: milk, smoking cessation, baby formula, diapers & bread
Associate Information
You have heard of extreme sports, extreme makeover, now the MCX has an extreme of their own: Xtreme Value! The Xtreme Value program includes some of the top selling items from HBA, Food, Tactical and Shoes. Since these items are top sellers, we lowered the retails to be competitive with our competition. This program was launched in the fall of 2011 and has been very successful. For example, there has been a 40% sales increase in the Snickers King size candy bar and a 31% sales increase in the Fusion Manual Razor. Xtreme items should be placed on end caps where possible and signed with the Xtreme Value signage. Additional items are being reviewed to add to this Xtremely successful program.
Don’t forget Dad on Father’s Day!
Dress him in style with our own 1775 merchandise or choose from other popular brands, like Nautica, Tommy Bahama, Polo Ralph Lauren, Izod, Chaps, and more! We will have solid polo’s, stripe polo’s, woven shirts, shorts, and other great styles for HIM! 1775 is available exclusively at your local MCX. Choose from knit tee shirts and woven shirts starting at $14.99. Plus shorts in flat front or cargo styles in twill, linen, and seersucker with prices starting at $16.99. Tammy VanNorden Buyer Softlines HQ, Quantico WWW.MYMCX.COM
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THE
Associate Information
MARINE MART
Your convenience store with a wide variety of food, beverages, Grab-N-Go meals, nutritional supplements and bars, personal hygiene items, fresh brewed coffee, magazines, CDs, DVDs, domestic and imported beer, specialty wines and spirits!
Who is the Marine Mart Customer? 80%
male customers
63%
20%
under 28 years old
female customers
Military
Civilian
78%
22%
Enlisted
89%
Primary Mode of Transportation: Car
73%
Rarely Shop Convenience Stores Off-Base
46%
Destination military families purchase diapers from: 36|
#1 Walmart #2 Military C-Stores
X INSIDER 2012 - ISSUE 2
Top Reasons Customers Shop Convenience Stores 53% It’s the most convenient location 22% Friendly customer service 20% I can find what I want quickly 19% It is a clean, organized store 18% It was quicker to check out 16% It usually has what I want in stock 15% It has lower everyday prices
Influences on Decision to Purchase Prepared Foods I was there to get other items
32%
Looked and smelled good
31%
It was inexpensive
22%
The prepared food looked fresh
20%
The prepared food smelled good
11%
Classifications of Marine Marts
TROOP
FAMILY
Visit 3 times per day
Use as an alternative to pick up
Eat at least one meal a day
Use for convenience
Integral part of the lifestyle
Time constrained
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Progams & Events
Every MCX has been officially trained on the “I Can DO That” program! Over 3,000 sales associates at 17 bases participated in 6 hours of training to understand the importance of branded service delivery and, more importantly, branded service recovery. But this training was not a single event; it was the beginning of transforming the MCX culture to be not only customer centric, but associate centric! The next challenge with delivering branded service to our customers is sustaining our “I Can DO That” attitude! It’s easy to revert back to “no!” when situations get challenging…but don’t do it! Use your lifelines, your management team to help you strive for “yes!”. The Xinsider in each issue will offer you tips and ideas to exceed our customerservice expectations.
ICDT tidbit of the month…does your store do rallys and huddles to start the day and shifts? Use this time to create excitement and energy, pass information on events, sales and promotions. Use scavenger hunts and “super market sweep” style games to learn about the current MCX sales flyer. Have fun!
Meet Our
Advocates
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I have been a MCCS/ MCX employee for almost 5 years and I began my career with MCCS as a Personnel Assistant within the Human Resources Department on the Twentynine Palms Marine Corps Air Ground Combat Center and was shortly thereafter promoted to the Retail Trainer for the Marine Corps Exchange. Currently, I am the Human Resources Specialist in support of Business Operations and I am responsible for the development and execution of training pertaining to system and program implementation within Field Operations. My favorite part of my job is working closely with all of YOU that work so hard every day taking care of our Marines and their families! I am truly humbled and proud to be a part of an organization that impacts lives and supports the men and women that sacrifice so much for our country.
I am a proud MCX employee of almost 16 years. I started as a sales associate at the MCX in Kaneohe Bay, Hawaii and have worked at all levels of management at both the MCX in Hawaii and MCX Quantico before coming to HQ in 2002. As the Director of Logistics and Corporate Communications (MRL), I have an awesome job that I LOVE! The MRL team gets to move the right product and information into the right hands at the right time. Communication is a challenge for every organization…but we are working hard to develop new ways to arm every associate in the organization with the tools they need to deliver great service, and more importantly, keep faith with Marines, Sailors and Families!
Heather Tackett Human Resources Training Specialist, HQ, Quantico
Jennifer Ide Director of Logistics and Communication, HQ, Quantico
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Programs & Events
A
new program that we recently rolled out to all commands is the “I Can Sell That” program. Our featured items are popular gum and mint products that come in a counter unit to be displayed next to the register. As each customer checks out, the front end employees are to suggest the featured item using the recommended tag line. This suggestive selling program was tested at a few select stores in 2011. Each month the featured item saw double digit increases over the previous selling period. This is a great way to engage with the customers and promote incremental sales increases. In January alone the featured item, Hershey Ice Breaker Frost Mints, had a 192% unit sales increase over December 2011. Sites that had the highest lift were 29 Palms, Quantico, Camp Lejeune and MCRD San Diego. Great work! You can find the product information and the suggestive selling tag line on the last tab of the Consumables promotional calendar. Vendors will provide a placement fee that will be applied to each participating site’s trade allowance fund. We look forward to tracking the results of this program and seeing our sales increase!
How many can YOU sell? Julie Windisch Assistant Buyer Retail, HQ, Quantico
WWW.MYMCX.COM
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Associate Information
2011
CSI RESULTS Each year, MCX conducts a customer satisfaction index (CSI) survey and associate satisfaction index (ASI) survey which measures customer’s satisfaction with the overall shopping experience and measures associates satisfaction with not only their job, but also MCX as a company. The measure is an index, like a temperature, and not a percentage. The 2011 CSI was a 78; so if you think of 78 as a temperature, that’s pretty warm…but we can get warmer! The 2011 ASI and CSI results were slightly disappointing; given there has been a lot of effort to improve both customer and associate satisfaction.
SATISFIED CUSTOMERS ARE MORE PROFITABLE…SIMPLE BUT TRUE. Satisfaction is calculated using math and science, and is a standard within many retail and service industries. CSI measures customer’s responses and calculates satisfaction based on: – Overall Satisfaction – This MCX vs. Expectations – This MCX vs. Ideal Store Over the past 10 years or so, the MCX has shown significant improvement at a faster pace than any other retailer out there. That is a lot to be proud of! But, there is still a lot that can be done and our goal for 2012 is an 80!
CSI and Loyalty s loyalty!
, so doe I goes up
As CS
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Each MCX main store receives their own specific survey results and top priorities to develop a local action plan, and MCX overall does the same. The MCX scores stayed the same from 2010 to 2011 at a 78. While overall satisfaction remained flat, MCX did experience a 2 point increase in customer loyalty. Loyal customers are our most valuable customers! So while we were disappointed with the overall results, we did see improvements in loyalty, merchandise selection and merchandise availability. Top priorities for MCX from 2011 to focus on in 2012 are merchandise selection and pricing, but we will continue to improve problem resolution at the first point of notification.
The associate empowerment program, “I Can DO That” was developed to improve customer and associate satisfaction. In each issue of the Xinsider, you will be seeing more information on how we can all improve customer satisfaction. The MCX ASI measures Job and Company Satisfaction based on the following dimensions: – Overall Satisfaction w/Work Environment – Work Situation vs. Expectations – Work Situation vs. Ideal – Proud to Work for MCX – Feel Good About Future of MCX – Believe in MCX’s values – Confidence in MCX Top Mgmt.
Priority Matrix
CSI Top Priorities 2010: -Merchandise Selection -One Stop Shopping
2011: -Merchandise Selection -Pricing
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What the 2011 data shows, is that associates are very satisfied with working for MCX as a company; but not necessarily with their specific job. We will be using the data to analyze why there is a gap and how we can improve job satisfaction. ASI scores dropped from a 73 to a 71 in 2011.
CSI and ASI are very important to what is called the service to profit chain. Over simplified, happy associate make happy customers, and happy customers are loyal customers where MCX is their first place they think to shop! Ask your manager about your MCX’s customer and associate satisfaction results today!
Results by Exchange 2010 Results
Overall CSI Allen (Elmore) LeJeune Albany Barstow Parris Island Henderson Hall San Diego Miramar Twentynine Palms Yuma New River Beaufort Kaneohe Bay Quantico Pendleton Cherry Point Iwakuni
Themes from Open-Ended Questions Customer recommendations for improving the MCX: ► Larger merchandise selection
(e.g., more brand names, more children’s clothing and toys) ► Friendlier employees ► More uniform items in stock ► Greater variety of sizes available in store 42 |
X INSIDER 2012 - ISSUE 2
► ► ► ►
Competitive pricing Larger facility and departments Longer store hours Addition of food courts
Complaint and Problem Experience 2011
2011 % of Problems
16 %
2010
Associate rudeness
15%
Pricing
13%
Returns/Price match
10%
Merchandise in stock when you need it
8%
Some other customer service-related issue
5%
Long lines at checkout
5%
Associate knowledge
4% Availability of advertised items 2%
Associate availability
2%
Store facilities
18%
Other
Unresolved problems can damage customer relationships Complaint has been addressed Complaint has not be addressed
70 76
37
Problem Resolution 72
Complaint has been resolved to satisfaction Complaint has not been resolved to satisfaction
CSI
48
78 48 35 WWW.MYMCX.COM
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