|
Welcome to the December edition of RMS Connections!
We publish this e-newsletter exclusively for you, our client, to help you:
You can help us by:
Thank you for your time and for your business with us! We value both greatly.
|
 CEO Insight |
Developing a Loyalty Mindset |
 Last week I ran into Jim Cathcart, our motivational speaker at the RMS 2007 Gift Show, and asked him what piece of advice he would give our clients today. His response was quick: "Tell them to pay it forward."
Jim said: "I'll bet your community bank customers are looking at many ways to increase customer loyalty since many of them are losing too many customers to their competitors." Jim suggested that I discuss with you the importance of giving loyalty rather than getting loyalty. Jim asked hypothetically, "What if your entire organization became intensely loyal to your customers? Would they care? Would they feel a stronger connection to your bank and your products?"
Organizations that seek to give loyalty first and foremost seem to produce significantly more loyal customers than those who seek to get loyalty. The pay-it-forward approach focuses on a specific set of loyalty behaviors that you can measure and apply in your relationships with your customers. Giving loyalty puts you back in control.
You are seeking to:
- Identify opportunities to become more important to your customers
- Control the quality of "loyalty delivery" to your customers
- Cultivate a greater respect for your customers among your own people
- Learn which behaviors customers seek from those who deliver products and services
- Anticipate the needs of your current and future customers
- Develop and deliver a customized approach to add value for your customers
- Avoid the cynicism that develops when customers don't show the loyalty you were hoping for or felt that you had earned
Best Regards,
Michael V. Howe
President and CEO
Rennhack Marketing Services
|
| RMS News |
News from Client Relations
We are happy to announce that Aimee Ybañez is our new Director of Client Relations.
RMS Client Relations Department Committed to Exceptional Service
Greetings from the Client Relations Department at RMS!
I am pleased to announce that with the new year, we will rename the Customer Service Department to Client Relations. The change reflects our commitment to exceeding your expectations.
Historically, the department has managed inventory, assisted with product issues and served as the face of RMS. In addition, we will increase our responsibilities to focus on providing a customer experience that delights you.
We want to continue focusing our efforts on building relationships with you, our clients, and helping you grow your customer portfolios through insight-driven incentive marketing.
We are excited to approach the new year with this fresh perspective.
New Services Available
As you may already know, we recently made some new services available. We hope you enjoy using them.
First, now we can take payment of invoices electronically. This service has been a request of many clients over the years, and we are glad to provide it. It will help process your payments quickly and securely.
Also, we now send all order confirmations electronically. The moment an order is placed in our system, an email will be generated and sent to you with the order number, distribution information, pricing and dates. By doing this, we are more efficient and eco-friendly.
I hope you have a great Holiday Season and look forward to another successful year!
|
Sincerely,
Aimee Ybañez
Director of Client Relations, RMS
817.481.6516
|
Thank you for joining us at the RMS 2010 Gift Show in Chicago and Atlanta this September!
Each year, we host regional gift shows to show our latest gifts and help you learn more about trends, successful programs and the latest incentive marketing opportunities.
The shows are also great for networking and bring industry leaders to you as featured speakers.
This year, we were pleased to welcome close to 100 people representing 57 banks from 37 states!
In addition, the shows provide the opportunity to have a first look at the latest gifts and incentive plans for the new year.
Industry Research
To help you with your incentive marketing strategy, we leverage the latest consumer intelligence, ConsumerTrac™, and recommend specific gifts for your programs based on our research findings.
Using a third-party research firm, we survey consumers, asking them to rank various incentives and, among other feedback, provide opinions on the gift's perceived value. Each year, we announce the full research results at our gift shows.
If you'd like to learn more about the research and how you can use it to increase the results of your incentive marketing programs, call us at 817.481.6516 or email info@rennhack.com.
Insights from Feature Speakers
This year's featured speakers, Bill Webb and John Racine, shared their perspectives on leadership, the latest industry developments and successful customer acquisition strategies.
John Racine, the founder and
CEO of Altamont Partners, spoke about current market issues,
best practices and emerging strategies.
2010
Since our shows serve as a forum to discuss the latest trends, help you network and bring industry leaders to share their insight with you, we are planning on broadening the event even further into an Incentive Marketing Leadership Forum.
Please let us know what you think of this additional focus. Would you be interested in attending? What topics would you like to see on the agenda? Let us know at info@rennhack.com. |
As we approach the Holiday Season, we wish you, your family and business personnel a wonderful Holiday and a spectacular New Year! |
| Featured Solution |
Customer Longevity Program
Attrition and ineffective-cross selling are enormous drains on bank profitability. We need to do our best to keep customers, grow our relationships and cultivate the value we deliver.
As you know, acknowledging customer loyalty can help keep customers and even lead to more profitable relationships. Customers who leave a bank often cite lack of acknowledgment or recognition as the underlying issue.
Also, consumers often cite the unavailability of a competitor's product as the reason they leave. As it turns out, often the product was not only available, but customers were alerted about it through direct mail, in-branch advertising and other efforts. Yet the cross-selling message was lost! So to optimize the value of our customer portfolio, we need to change the way we communicate with customers and encourage more one-on-one dialog with branch staff.
The RMS Customer Longevity Acknowledgment Program
To grow relationships, we must look at new ways to express our appreciation for our customers and communicate the value we bring.
That's why we at RMS have developed a new program. It goes beyond the traditional longevity acknowledgment program by encouraging the customer to stay even longer and provides an opportunity to engage the client in a one-on-one dialog, review new products, assess new needs and evaluate annual service levels.
The program is customized to the specific needs of each bank and uses customer analytics, strategic program design as well as a measurement and feedback plan to help you grow your customer portfolio. |
Learn how to leverage the power of our customer longevity program to grow your relationships today. Call your sales representative at 817.481.6516 or request information at info@rennhack.com. |
| We Welcome Your Feedback! |
If you could ask the leadership team one question or provide one piece of advice what would it be?
Or maybe you have a story to share? Topic you'd like to see? |
| Send us an email at vanina.sloan@rennhack.com with comments and suggestions.
| |
|
|
|
|
|
Grade Our Performance!
Hurry! The survey will expire on December 31st! |
|
|
Help Small Businesses Hire Again
"THE Great Recession is over. The nation's gross domestic product expanded at an annual rate of 3.5 percent during the third quarter, proving that the longest, broadest and most severe American downturn since the 1930s has finally given way to recovery." Click here to read the full article |
|
|
In his session, Bill Webb, an operating partner with Fenway Partners, took a look at distinct steps that can be used to build and enhance a culture of effective leadership from top to bottom. 
