In these highly competitive times, companies must focus on developing the internal systems to deliver a better customer experience. To do that requires understanding the state of the experience they are delivering today. So many organizations utilize “Voice-of-the-Customer” programs to systematically listen, learn and improve their services by incorporating feedback directly from their customers.
As our resident IT wizard, Jim oversees security, connectivity, software applications and hardware, and facility/property management. We rely on him to ensure that our technology and infrastructure support Merkle RMG’s current operations, growth and emerging services.
And we are not just tapping our inner-Tina Turner. All of us at Merkle RMG are driven by a love of our work…and a love of doing business with our partners! One of my goals is for that dedication and passion to show through in everything we do. And so, on this Valentine’s Day, I’m excited to share some new plus tried and true ways we show our love.
While account managers will continue to handle the day-to-day communication with our clients, two new relationship directors will be responsible for “owning” client relationships and ensuring we help them succeed. That will include recommending additional services based on a deep understanding of each client’s needs, and continually assessing our effectiveness in meeting and exceeding their expectations.
Helping people is close to my heart, and I love working for a company that shares those values. Every year I lead efforts to organize a company-wide fundraiser benefitting two local nonprofits. And thanks to the support of my colleagues and Merkle RMG leadership, last week’s charity luncheon was the most successful one yet!
Today, we kick off our series with a spotlight on Scott Ryan, Merkle RMG’s vice president of operations. Scott joined our team in 2008 and currently oversees all of Merkle RMG’s core services, including mail processing, scanning, imaging, data entry, exceptions processing, contact center and fulfillment. With more than 20 years of management experience in direct mail donation processing, Scott ensures that we’re continually setting new standards for excellence in helping our clients serve their donors. Learn more in the Q&A.
We’re proud of the strong, lasting relationships we have with our clients, and those relationships often lead to exciting developments. Today, we’re happy to share that former client Jann Schultz has joined the Merkle RMG family as vice president, client services.
Retaining great employees is a cornerstone of Merkle RMG’s success. We believe that the key to employee retention is continuously helping them advance their career. As part of that commitment, we’ve entered into a unique partnership with Kaplan University.
As exception services manager at Merkle RMG, I’m proud to be part of a corporate culture that supports its community year round. At Christmas, the company participates in the Salvation Army’s Angel Tree program. Every summer, we hold a food drive to feed Maryland children who don’t have access to their schools’ free meal programs over summer break. And with fall fast approaching, we recently came together to help a local church collect school supplies for needy children throughout Washington County, Maryland, where our facility is located.
Every day at Merkle RMG, we’re entrusted with the two most sensitive things in response management — money and data. And we don’t take this responsibility lightly. It’s our mission to maintain the trust and satisfaction