Designing Affinity Programs with Built-In Consumer Friendliness
"Consumer friendly by design" drives UMG's marketing policies. Direct marketing company provides consumers with multiple "outs" during the creative process. Outs include: No-hassle cancellation procedures, customer websites to assist in product use and cancellation, a consumer friendly refund policy, mailed membership fulfillment kits outlining how to use the product, email confirmations of enrollment, responsive live agent customer service through 100% U.S. owned 24/7 customer service centers, 100% call recording allowing UMG to monitor customer service call quality
Schaumburg, IL (PRWEB) November 12, 2009 -- United Marketing Group (UMG), a leading direct marketer of affinity membership programs and merchandise products, recently revealed details of their 'consumer friendly by design' philosophy used to ensure customer satisfaction during direct marketing campaigns.
According to Alan Portelli, United Marketing Group's CEO and President, consumer friendly by design is the only way to build successful affinity marketing campaigns.
"We market to the customers of our Partners -- financial institutions, retailers, catalogers and e-tailers. Our first job is to keep our Partners' customers completely satisfied. Therefore, our customer service approach is simple. We treat our Partners' customers and their reputation like our own," said Portelli.
Some of UMG's consumer friendly programs include:
| | - No-hassle cancellation procedures
- Customer websites to assist in product use and cancellation
- A consumer friendly refund policy
- Mailed membership fulfillment kits outlining how to use the product
- Email confirmations of enrollment
- Responsive live agent customer service through 100% U.S. owned 24/7 customer service centers
- 100% call recording allowing UMG to monitor customer service call quality
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Additional compliance measures include the use of technology that provides real time scoring and evaluation of UMG's customer service representatives.
"A combination of monitoring our call center representatives and analyzing their performance is absolutely one of the key approaches we take to improve customer experiences. We strengthen our Partners' brands through offering products their customers' value and need. Through data-mining and customer experience monitoring, we are able to offer the "right product" to best match the needs of each customer through the appropriate communication channel."
Portelli further explained that "some of UMG's largest Partners have independently measured the result of our efforts on their core business. The result has been a very favorable impact on their brand and their core business sales."
About United Marketing Group:
United Marketing Group (UMG) is a leading direct marketer of affinity membership programs and merchandise products such as the Buyers Edge Club (UMG BuyersEdge), My Advisor (MyAdvisor), TechXperts and Money Ahead (MoneyAhead). Membership programs offered by United Marketing Group provide consumers savings in all major lifestyle spending categories, as well as peace of mind in key areas of consumer concerns. Unlike many other organizations, United Marketing Group specializes in utilizing all direct marketing media - inbound calls, outbound calls, direct mail and e-commerce -- to maximize Partner earnings. The company has been in business for more than 35 years and enjoys innovative and long term relationships with numerous Fortune 500 Partners. UMG can be contacted toll free at 1-800-513-9000 or by visiting www.unitedmarket.com.
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