Dedicated Corporate Training Project Managers

Omnipress’ project managers are dedicated. You may be thinking, Do you mean they’re dedicated to their clients, to quality, to providing the best customer service? Or do you mean that one project manager is assigned to each account?

Yes! This is not a matter of either/or—both are true. Let’s take a closer look.

Dedicated to your success: Our project managers are a talented bunch, but some of their best skills involve working with you. Whether you’re on the phone with Aaron Nord or emailing Chad Wrobel, your project manager is dedicated to understanding the problems you face, the training program you’re coordinating, and the content delivery issues you need resolved.

Our project managers pride themselves on providing you with the best experience possible as they make your company’s content available to learners. Every conversation you have with this team, led by Vice President of Production Greg Hubbard, is a testament to their dedication to making your training program a success.

Dedicated to your account: With some vendors, when you call in to ask a question or get help, you might talk to a different employee every time. No one is unfriendly, exactly, but you have to fully explain what you need and tell your backstory and other fundamental details all over again with each call. How frustrating!

Not so with Omnipress. You’ll work with one project manager from start to finish. That person will get to know your organization, your pains, and, most important of all, you personally.

Our project managers become so involved in your process that they begin to anticipate your needs, especially once you have worked with us for many years. In some cases, your Omnipress account and project managers may work with you longer than other employees in your department!

So have no fear—Omnipress project managers are dedicated, in both senses of the word, giving you the best possible experience while helping your company to deliver knowledge.

Are you ready to meet your project manager? Contact us!

Paying For What I Didn’t Get

nosurprisesDo you like surprises? Usually, I do. A real letter in the mail. Flowers from my husband just because. Occasionally, even the number on the scale is a good surprise.

I don’t like surprises about price, though, because they rarely go in the right direction. Sales offers are plastered everywhere—posters around a store, email marketing, social media—so discounts rarely go unnoticed. But if your dry cleaner decides to institute a price hike, you might not know until you’re at the register. It’s so irritating!

That’s why at Omnipress, it’s so important to us that our clients aren’t surprised by our pricing. We have an “open book” policy and do everything we can to communicate with our clients during the sales process. By being transparent and keeping in close touch, we are able to make sure the customer knows what to expect in terms of pricing and other expectations.

Unlike the restaurant I dined at last weekend. In general, I have no complaints about the meal. The jazz-age ambience was festive, the server was fast and courteous, my steak was tasty, and everyone in my party was having a splendid time. When we placed our orders, I made two simple requests. I ordered asparagus, with the hollandaise sauce on the side. I’m adverse to raw onions, so I asked that my salad be served without them.

After finishing our meals, we asked for the bill. My husband, who works with health care billing software, is interested in how items are broken down on a receipt. In looking it over, he chuckled and said, “Hey, Gina! You owe me a quarter.”

I looked at the bill and was shocked to see that my “no onion” request carried a charge of $0.25! The waitress had not mentioned this, and being that my steak cost over $35, the charge struck me as petty. Still, it’s silly to quibble over life’s little annoyances, so we paid the bill and went on our way. Nevertheless, it bothered me, in a principle-of-the-thing kind of way.

Avoid pricing surprises by partnering with a vendor partner you trust. In business, changes are more likely to be in the hundreds of dollars than the tens of cents, so consistency matters. Omnipress is so committed to this practice, it’s posted in a huge sign in the printing areaOUR PROMISE TO EVERY CUSTOMER – “NO SURPRISES AT THE END.”

Do you have a similar story? What the most outrageous thing you’ve ever been charged extra for? Share your story!

 

Customer Service in Focus: The More Things Change

In 15 Statistics That Should Change the Business World—But Haven’t, a featured article on LinkedIn today, Colin Shaw (CEO, Beyond Philosophy) cites several statistics from a blog post on Return on Behavior Magazine by James Digby. As noted in Shaw’s title, these facts, though compelling, have not been taken into full consideration. Digby’s article was published in 2010, but the statistics are still surprising, all the more so by noting how little has changed.

iStock_000000100537XSmallGiven the prevalence of social media—and how often unhappy customers take their complaints to Facebook, Twitter, and Yelp—, it’s a wonder that customer service isn’t a top priority for more organizations. Yet, clearly, it isn’t. Think back: When was the last time you were annoyed as a customer? Within the last month? The last week? Today? In a digital world, human interactions matter, either in an organization’s favor, or not.

How does this translate for associations? Well, your members are your customers, and they leave every interaction with your staff feeling delighted, indifferent, or frustrated. How much emphasis is placed on membership interaction in your organization?

In reviewing Digby’s 2010 blog post, I picked a few of my own favorites:

  • Dissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates, as those who are “just” customers — Strauss & Seidel
  • A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related. — Bain & Company
  • 72% of all customers believe it takes too long to reach a live agentHarris
  • 69% said they were on hold for too longHarris
  • 55% of current marketing spend is on new customer acquisitionMcKinsey
  • 33% of current marketing spend is on brand awarenessMcKinsey
  • Only 12% of current marketing spend is on customer retentionMcKinsey

As I think about Omnipress, I’m pleased that everyone who calls during business hours talks to a real person. I believe we’ve scored many points in the first category as well—If we screw up, we’ll make it right, and probably create a fan in the process. In regards to the last three budget-related stats, however, we’re due for some improvement. How do you feel about these findings? Do any of them resonate as you consider your association?

What’s your association doing right with customer service? What still needs work? Share with your colleagues in the comments below! We’d love to hear from you.

 

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