UNIQUE TO THE INDUSTRY
IWCO Direct is focused on delivering the highest level of customer service at an attractive cost only available from an integrated direct mail provider. One element of IWCO Direct service is the IWCO Direct Customer Spotlight, a program unique in the industry.

HOW IT WORKS
IWCO Direct handles more than six million pieces of mail a day with each direct mail project analyzed and coordinated to take full advantage of all available savings. IWCO Direct’s internal Customer Spotlight program allows employees to get to know customers on a higher level rather than viewing them solely as a production project.

The IWCO Direct Customer Spotlight program selects a special customer each month to attend a Spotlight event at IWCO Direct headquarters in Minnesota. IWCO Direct employees from all areas of the company attend the monthly one-hour Customer Spotlight sessions with more than 100 employees typically in attendance.

Customer Spotlight sessions provide positive and constructive feedback on IWCO Direct practices, products and services. Customers are encouraged to be honest especially when the questions address any potential areas for IWCO Direct improvement.

Questions for Customer Spotlight participants include:

• What is the biggest challenge your business is facing?
• What are the expectations you have of suppliers?
• What do you see as the strengths of IWCO Direct as well as the areas for improvement?
• What is the difference between a good supplier and a great one?

ADDED VALUE
IWCO Direct has always provided an integrated balance of web printing, envelope printing and conversion, data processing, personalization, mailing and comprehensive logistics management services for direct marketers. The Customer Spotlight program enables IWCO Direct o take service beyond the next level by paying attention to every detail from concept to completion while maintaining the integrity of the package as a whole.

The IWCO Direct Customer Spotlight has driven creative and comprehensive solutions that exceed customer expectations. Every employee understands a customer’s direct marketing piece and offers exceptional service because employees view customers as part of the IWCO Direct family — a true partner. And as such, IWCO Direct employees are committed to more than customer satisfaction; they are committed to total customer success by delivering on customer expectations each and every time.

CONSULTATIVE APPROACH
Since its inception, both customers and IWCO Direct employees have overwhelmingly embraced the IWCO Direct Customer Spotlight program resulting in more effective project management. Customers are proud to be selected for the Spotlight events and participate with excitement knowing IWCO Direct employees will gain additional insight into their business to help create superior direct marketing pieces. The program also allows IWCO Direct employees to be more consultative, guiding clients through a direct marketing campaign, in addition to becoming more knowledgeable about production from beginning to end.

For more information on the IWCO Direct Customer Spotlight program, contact Debora Haskel, Vice President–Marketing, 603-924-3714, debora.haskel@iwco.com.