Articles by Patrick Sondreal Blog Archive PIM Star of Excellence Awards Recognize IWCO Direct Account Manager info Posted May 2, 2017 by Patrick Sondreal in Announcements Every year, the Printing Industry Midwest (PIM) hosts the Star of Excellence Awards. These awards are particularly special because PIM members nominate industry colleagues for a variety of categories. The three big awards are for Customer Service Representative, Production Professional, and Outstanding Team. Of course, I’m particularly interested in the Customer Service Representative of the […] + Read More Focusing on the Customer Journey at IWCO Direct info Posted March 1, 2017 by Patrick Sondreal in Direct Marketing Trends At IWCO Direct, the customer journey begins when our Sales team first makes contact with a prospective client and continues to when we review response rates from the client’s campaign. But the journey doesn’t end there—we treat our clients as business partners, working to make their marketing successful, not as buyers who disappear once their […] + Read More Team Building Across Our Platform with Continuous Improvement info Posted January 11, 2017 by Patrick Sondreal in Announcements Continuous Improvement (CI) is a consistent goal at IWCO Direct. At the outset of the new year, the team is focused on continuing to engage department leaders and leveraging data to measure, drive, and sustain our continuous improvement efforts across the platform. Where We’re Going in 2017 Many CI projects are collaborative and require teams […] + Read More How the Structure of Our CX Teams is Delivering Client Benefits info Posted November 29, 2016 by Patrick Sondreal in Announcements Forrester reports that to succeed at customer experience (CX), companies must design outstanding experiences and the ecosystem to deliver them. Leadership must demonstrate the business value of CX as a discipline and lead its adoption across the organization. At IWCO Direct, the foundation of our CX philosophy is delivering a high-quality product on time. Those […] + Read More It’s Not How Fast You Make Mail; It’s How Well You Make Mail Fast info Posted October 11, 2016 by Patrick Sondreal in Announcements IWCO Direct prides itself on being a technology leader. We have one of the most sophisticated digital print operations in the country; our DOD inkjet lines combine personalization and affixing for efficient production of promotional cards; and the Solix units on our high-speed inserters automate the mail sorting process. But without dedicated people and efficient […] + Read More Streamlining Front-End Hand-Offs as Part of Our Continuous Improvement Process info Posted August 24, 2016 by Patrick Sondreal in Announcements IWCO Direct’s Client Services team has been working diligently to ensure we provide the best possible experience for our customers. One way we’re doing that is by applying Continuous Improvement methodology to the hand-offs that occur at the start of each new job. Marketing programs are becoming increasingly more complex with the implementation of digital […] + Read More Our Continuous Improvement Program Looks to Enhance Cross-Platform Standardization info Posted July 13, 2016 by Patrick Sondreal in Announcements As part of our Continuous Improvement program, IWCO Direct’s Continuous Improvement and Quality teams have prioritized standardizing practices across our platform. This includes standardizing quality assurance routines and processes, reporting metrics and more. By focusing on having standard practices, we will deliver consistency for our clients. One of the benefits of working with IWCO Direct […] + Read More Creating Lasting Relationships through Customer Experience info Posted April 29, 2016 by Patrick Sondreal in Announcements 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 […] + Read More The Latest in Lean: What We Learned at the Continuous Improvement Conference info Posted April 20, 2016 by Patrick Sondreal in Direct Marketing Trends Over the past eight years, IWCO Direct has made Lean Manufacturing initiatives a particular focus. While Lean initiatives share common principles, the tools and metrics used to maintain them change as industries evolve. The Continuous Improvement Conference, held this year in Milwaukee, Wisconsin, is one of the strongest sources of information IWCO Direct has […] + Read More An Extremely Positive Customer Experience When We Needed It Most info Posted March 11, 2016 by Patrick Sondreal in Announcements Forrester recently published a report titled, “Trends 2016: The Future of Customer Service.” The first sentence states, “In the age of the customer, executives don’t decide how customer-centric their companies are – customers do.” Some of the key takeaways from their research include: Customer service in 2016 demands customer obsession. Customer service must be easy, […] + Read More Pages: First Page123Last PageLoad More Articles
PIM Star of Excellence Awards Recognize IWCO Direct Account Manager info Posted May 2, 2017 by Patrick Sondreal in Announcements Every year, the Printing Industry Midwest (PIM) hosts the Star of Excellence Awards. These awards are particularly special because PIM members nominate industry colleagues for a variety of categories. The three big awards are for Customer Service Representative, Production Professional, and Outstanding Team. Of course, I’m particularly interested in the Customer Service Representative of the […] + Read More
Focusing on the Customer Journey at IWCO Direct info Posted March 1, 2017 by Patrick Sondreal in Direct Marketing Trends At IWCO Direct, the customer journey begins when our Sales team first makes contact with a prospective client and continues to when we review response rates from the client’s campaign. But the journey doesn’t end there—we treat our clients as business partners, working to make their marketing successful, not as buyers who disappear once their […] + Read More
Team Building Across Our Platform with Continuous Improvement info Posted January 11, 2017 by Patrick Sondreal in Announcements Continuous Improvement (CI) is a consistent goal at IWCO Direct. At the outset of the new year, the team is focused on continuing to engage department leaders and leveraging data to measure, drive, and sustain our continuous improvement efforts across the platform. Where We’re Going in 2017 Many CI projects are collaborative and require teams […] + Read More
How the Structure of Our CX Teams is Delivering Client Benefits info Posted November 29, 2016 by Patrick Sondreal in Announcements Forrester reports that to succeed at customer experience (CX), companies must design outstanding experiences and the ecosystem to deliver them. Leadership must demonstrate the business value of CX as a discipline and lead its adoption across the organization. At IWCO Direct, the foundation of our CX philosophy is delivering a high-quality product on time. Those […] + Read More
It’s Not How Fast You Make Mail; It’s How Well You Make Mail Fast info Posted October 11, 2016 by Patrick Sondreal in Announcements IWCO Direct prides itself on being a technology leader. We have one of the most sophisticated digital print operations in the country; our DOD inkjet lines combine personalization and affixing for efficient production of promotional cards; and the Solix units on our high-speed inserters automate the mail sorting process. But without dedicated people and efficient […] + Read More
Streamlining Front-End Hand-Offs as Part of Our Continuous Improvement Process info Posted August 24, 2016 by Patrick Sondreal in Announcements IWCO Direct’s Client Services team has been working diligently to ensure we provide the best possible experience for our customers. One way we’re doing that is by applying Continuous Improvement methodology to the hand-offs that occur at the start of each new job. Marketing programs are becoming increasingly more complex with the implementation of digital […] + Read More
Our Continuous Improvement Program Looks to Enhance Cross-Platform Standardization info Posted July 13, 2016 by Patrick Sondreal in Announcements As part of our Continuous Improvement program, IWCO Direct’s Continuous Improvement and Quality teams have prioritized standardizing practices across our platform. This includes standardizing quality assurance routines and processes, reporting metrics and more. By focusing on having standard practices, we will deliver consistency for our clients. One of the benefits of working with IWCO Direct […] + Read More
Creating Lasting Relationships through Customer Experience info Posted April 29, 2016 by Patrick Sondreal in Announcements 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 […] + Read More
The Latest in Lean: What We Learned at the Continuous Improvement Conference info Posted April 20, 2016 by Patrick Sondreal in Direct Marketing Trends Over the past eight years, IWCO Direct has made Lean Manufacturing initiatives a particular focus. While Lean initiatives share common principles, the tools and metrics used to maintain them change as industries evolve. The Continuous Improvement Conference, held this year in Milwaukee, Wisconsin, is one of the strongest sources of information IWCO Direct has […] + Read More
An Extremely Positive Customer Experience When We Needed It Most info Posted March 11, 2016 by Patrick Sondreal in Announcements Forrester recently published a report titled, “Trends 2016: The Future of Customer Service.” The first sentence states, “In the age of the customer, executives don’t decide how customer-centric their companies are – customers do.” Some of the key takeaways from their research include: Customer service in 2016 demands customer obsession. Customer service must be easy, […] + Read More
