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Creating Lasting Relationships through Customer Experience

Patrick Sondreal

I’m in a fortunate position where I get to witness new clients transition into long-term partners because of the experience they’ve had working with our company. I believe these relationships are forged by the commitment we demonstrate every day to exceptional customer experience. We recently wrote about what a positive customer experience means to us, and I want to share how we use those same standards to create and strengthen relationships with our clients.

One that immediately comes to mind is a client we took on three years ago. In 2013, we began initial client onboarding for a company that was moving from a legacy vendor to our platform. The client did not have a clear understanding of how their programs were being run and were not able to provide us with the insider knowledge of their direct mail program that we typically have visibility to. Instead, the information came in pieces and jumbled workflows.

But we didn’t let that stifle our commitment to building a great customer experience; we went the distance to meet the client’s needs, even with less information than we were used to having. Account Executives and members of our Client Services team were able to put the puzzle together and identified the client’s job processing and package format needs. We also helped them streamline and improve efficiencies while making sure they fully understood the process and had the visibility they needed to manage their program.

This was the beginning of a strong partnership. As our onboarding process evolved, all front-end and production departments worked together closely to ensure we were able to meet the needs of our new client. As our relationship continued to grow, the client’s recognition of the overall value added by IWCO Direct was further acknowledged.

Recently, due to our proven performance and the relationship we have in place, Sales received a phone call identifying a new program the client wanted to award to IWCO Direct. They also brought us business from a company they had been acquired by.

IWCO Direct continues to go above and beyond for them. Our client is merging programs with another company, which requires an extremely high volume of art changes (new logos, assets, etc.) to support this effort. Although this takes additional time from the upfront schedules, all departments at IWCO Direct are partnering to make it happen because our client wants, needs and expects it.

The client relationship forged by Sales, Account Executive and Client Service teams continually grows stronger as a result of their collective and collaborative involvement. This kind of partnership can only be maintained through the quality work and dedication shown by staff in every single department that touches this client’s work.

It’s the kind of experience we want our clients to have and the type of relationship we aim to achieve. Get in touch with me to find out how we can provide your business with an excellent collaborative experience.

link https://www.iwco.com/blog/2016/04/29/providing-an-excellent-customer-experience/
Patrick Sondreal


Patrick Sondreal

Chief Production Officer. Graduate of the University of Wisconsin–Madison with an MBA from the Kellogg School of Management at Northwestern University. Commissioned officer of the U.S. Navy who brings a commitment to teamwork and continuous improvement to IWCO Direct every day. Wisconsin Badger fan who loves being part of his kids’ activities.

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