CUSTOMER

SERVICE

The more you engage with

customers the clearer

things become and the

easier it is to determine

what you should be doing.

OPEX & OPEX REFRESHER

TRAINING DATES

20 MAR - OPEX

0730-1630 AMCC

21 MAR - OPEX Refresher

0800-1130 or 1300-1630

AMCC

25 APR - OPEX

0730-1630 AMCC

26 APR - OPEX Refresher

0800-1130 or 1300-1630

AMCC

Remember space is limited to 28

per session so please get your

staff registered now. The

Refresher is for front line staff.

Anyone who is a rater is to

attend the Sustaining the

Covenant Management

Workshop – date TBD.

Customer Service isn’t

a department, it’s an

attitude!

One thing about marketing: everybody with a printer and FaceBook account thinks they are a marketer.

We grow up bombarded by media and advertising, so it’s only natural that people think they understand it. The same is true of web design – people know what they like and they assume that’s what’s effective. Sometimes it is, but most times it’s not.

This creates a unique arena for marketers because they will always be second-guessed. There is always someone who’s sure you’re wrong – your creativity is bad, your strategy stinks, your media is wrong, or maybe you just don’t “get it”.

Rob Kerr, Associate VP of Communications for Marketing and Publications at Bowdoin College has worked out a deceptively simple system of six questions for businesses. The first three questions are your strategy and the last three are your tactics.

Why? If you don’t know why you’re doing something, you’ve failed before you’ve started. Start every meeting reiterating why you are doing this. What’s the goal? How will it be measured? How long will the goal take?

What? Does Mercedes sell cars? (Hint: no) Sure, sometimes a cigar is just a cigar. But more often than not you’re selling something intangible that caters to universal human desires: the need for status, prestige or power, the need to feel intelligent, the desire to be attractive, the need to feel safe. Check Maslow’s Hierarchy - it’s still genius.

this issue Marketing P.1

Customer Service P.1

Tool, Tidbits, and Trends P.2

The WOW Factor P.2

Upcoming Events P.3

Web Hits P.3

Key Marketing Dates P.3

Sponsorship P.4

Training P.5

Professional Development P.5

TEAM FMWR P.6

Employee/Program Highlights P.6

MARKETING &

CUSTOMER SERVICE

NEWSLETTER

ISSUE

MARCH

2013

15

“During these challenging

economic times it is more

important than ever for us

to provide great customer

service, as our customers

have choices as to where

they spend their time &

money”

Mr. Wayne Bardell

Director FMWR

Fort Leonard Wood

1

SIX SIMPLE QUESTIONS

Who? Can you describe your customer (or segment) in the same way you would describe a friend? Demographics are great and there is more data than ever, but go beyond age, sex, education, and income. Who are they? What are their lives like? What are their fears and aspirations? Describe your customer like you are setting someone up on a blind date with them.

Where? This question is all about targeting. If your strategy is correct but no one hears your message, you lose. Think hard about targeting. It’s not sexy, but it’s where the money is.

How? This is the fun one and the one everyone starts with –creativity. But it’s not the most important one. Answer the prior questions and subjective decisions about creativity become simple.

When? Timing is everything. Try selling Christmas trees in July.

Source: Rob Kerr, Associate VP of Communications for Marketing and Publications at Bowdoin College

TOOLS, TIBITS &

TRENDS

TOOLS

ARMY MWR MASTERCARD

Why CHASE Applications at your Point of Sales? Nearly all garrisons, Army-wide, are now using Chase's Customer Payment Solution (CPS) to process credit card transactions made at Family and MWR locations. With this partnership and by marketing the product, ARMY FMWR facilities benefit.

For Your Activity These improved rewards benefits will provide your activity with even more ways to offer value to your customers while also adding value to your programs. Builds Sales & Customer Loyalty - Improved rewards benefits give cardholders even more reasons to use their MWR card for more purchases at your activity. Supports MWR Programs & Activities– every purchase with the Army MWR MasterCard supports MWR services and programs. Increase Revenue Savings on Interchange Fees - increase bottom line profits for your activity as your customers use the MWR card for more of their purchases. If your customers have questions, direct them to the Army MWR Mastercard website at www.chasemilitary.com/army Where they can also apply online. If customers want to fill out an application at your facility please send the applications to Pala Johnson, Blgd 470, rm 1129.

THE “WOW”

FACTOR!

Don’t just satisfy your

customers, WOW them!

Excellent firms don’t

believe in excellence –

only in constant

improvement and

constant change.

Tom Peters

TIDBITS

IMCOM PROMOTIONS

STRONG B.A.N.D.S.

The Strong B.A.N.D.S. promotion will again take place in the month of May. This promotion provides an opportunity for garrisons to showcase the numerous and exceptional fitness and wellness activities available to Soldiers and Families Army-wide. 2013 ARTS AND CRAFTS CONTEST The 2013 Arts and Crafts contest starts on May 1st and runs through June 30, 2013, and is open to all Family and MWR patrons (Active Duty, Reserve, National Guard, Family Members, Retirees and Army Civilians) and all ages. Categories are Ceramics, Digital Art, Drawings, Fibers/Textiles, Glass, Metals/Jewelry, Mixed Media, Paintings and Wood. Contact your local Arts and Crafts Center for details. __________________________

WIN 59 –Marketing in 2013 needs to be _________, ___________ & ________________ Email the answer and be entered into a drawing for a 59 minute card! megan.j. odonoghue.naf@mail.mil

Last month’s winner: Amber Munson (CRD)

TRENDS

KEY DIGITAL TRENDS FOR 2013

Source: Trend Watching

2

FEBRUARY

“WOW” EVENTS!

Upcoming Events / Spread the Word!

For a link to ALL MWR Flyers and Events click here

March 16 BASS TOURNAMENT ~ Click for flyer LORA Bass Tournament starting at 7:00 am (or first safelight), weigh-in is at 3:00 pm. Entry fee per boat is $40 and an optional $10 fee for Big Bass. Stop by the Outdoor Adventure Center or LORA for entry forms/rules. Open to the public. LORA is located 50 miles NW of FLW on McCubbins Drive off a Route A. 573-346-5673. March 16 2013 SHAMROCK SHUFFLE 5K ~ Click for flyer The Davidson Fitness Center is hosting the 2013 Fort Leonard Wood Shamrock Shuffle 5K. Cost is $15 for early registration and $20 the day of. T-shirts will be given to all registered participants. Awards for overall male and female finisher as well as all age group winners. Register at Davidson Fitness Center or online at www.splitmastertiming.com. 596-4953. March 17 ST.PATRICK’S DAY GOLF SPECIAL ~ Click for flyer Piney Valley Golf Course is hosting the St. Patrick’s Day Special. 50% off green fee when you are dressed in green! Advanced green fee patrons receive free driving range token. Open to the public. PV Golf is located at 10221 Water Intake Road. 329-4770. March 21 TASTE OF THE ARTS GOES GREEN SHOW ~ Click for flyer Family & MWR and The Arts & Crafts Frame Shop will be showcasing pre awarded original works of art plus spirit tasting, appetizers, chocolate fountain and music performed by the 399th Army Band at the Audie Murphy Community Center from 6pm - 8pm. For information or to register artwork call 596-0242. March 23 5th ANNUAL EASTER EGG HUNT ~ Click for flyer Infants and children are invited to Family & MWR’s Easter Egg Hunt beginning at 10am. The hunt is for the following age categories: 0-3 years, 4-6 years, 7-9 years and 10-12 years. Egg hunt will take place at Colyer Park located on Nebraska Avenue. Venue opens at 9:00 am with a visit from the Easter Bunny. 596-6913.

FORTLEONARDWOODMWR.COM

TOTAL HITS: 3,229,485

AVG HITS PER DAY: 115,338

AVG PAGES VISITED PER DAY: 527

FILES DOWNLOADED: 111,723

TOTAL PAGES VISITED: 1,801,817

EZINE IMPRESSIONS: 2694

Check your web sites, patrons are lurking!

TOP 10 PAGES VISITED

1. MWR Home Page

2. Sports & Fitness

3. LORA

4. Outdoor Recreation

5. ITR

6. CYSS

7. ACS

8. Daugherty Bowling

9. Employment

10. Flyers/Events

MWR SOCIAL MEDIA HITS FROM MWR WEB

FACEBOOK: 16,376 TWITTER: 17,531

FLICKR: 16,629 YOUTUBE: 15,980

WEB HITS – FEBRUARY 2012

3

KEY DATES

Marketing:

To capitalize on our

Marketing efforts, Marketing

Requests are DUE a

MINIMUM of 45 days out!

Getting the request at 45

days or EARLIER ensures

that the Marketing Office

can meet all our advertising

deadlines to maximize

exposure of your event,

program or facility.

•Requests will be accepted at

anytime however you may

miss out on many advertising

avenues.

•May Marketing Requests

are due by March 11.

~ 10 – Military Spouse Day

~ 12 – Mother’s Day

~ 18 – Armed Forces Day

•June Marketing Requests

are due by April 8.

~ 6 – D Day

~ 14 – Army Birthday

~ 16 – Father’s Day

ADVERTISING

TOP 4 FLYERS DOWNLOADED

1. LORA 2. LORA Marina

3. Kid’s Fishing 4. SuperBowl

KEY DATES

Sponsorship:

Be sure to get your

Sponsorship requests in as

early as possible

Reminder: Sponsorship is a

benefit to both the sponsor

and the program receiving

sponsorship. Sponsorship is

not a guarantee – but will be

sought if all requirements are

met.

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain.naf @mail.mil

4

EVENT MONTH

REQUEST DEADLINE

April Jan 9, 2013

May Feb 1, 2013

June Mar 1, 2013

July Apr 2, 2013

Aug May 1, 2013

Sept Jun 1, 2013

Oct Jun 29, 2013

Nov Aug 1, 2013

Dec Sep 2, 2013

Jan 2014 Sep 30, 2013

Feb Nov 1, 2013

Mar Dec 3, 2012

SPONSORSHIP EVENTS & PROGRAM OVERVIEW

Row Labels Sum of Cash Sum of In-Kind Sum of Total

MARCH $4,375.00 $550.00 $4,925.00 EASTER EGG HUNT BALFOUR BEATTY MID MO CREDIT UNION TASTE OF THE ARTS $525.00 $200.00 $725.00 GRELLNER MISSOURI EAGLE PUBLIC HOUSE BREWERY ST JAMES WINERY STONE HILL WINERY LES BOURGEOIS VINEYARDS VELATA - REBECCA HUTLZ SEVEN SPRINGS WINERY SHAMROCK SHUFFLE $1,500.00 $1,500.00 BODYBUILDING.COM DAVIDSON FITNESS CENTER $1,500.00 $1,500.00 BODYBUILDING.COM BOSS $500.00 $500.00 BODYBUILDING.COM

APRIL $550.00 $250.00 $800.00 FUN FAIR $550.00 $250.00 $800.00 BIG O TIRES USAA

5

FY13 INSTALLATION MANDATORY CIVILIAN TRAINING SCHEDULE

FY13 FMWR TMO & OPEX TRAINING

Training Titles Location Date and Time

OPSEC and TARP Training Lincoln Hall Aud

3 April 2013

(1000-1130) (1300-1430)

OPSEC and TARP Training Baker Theater

10 September 2013

(1000-1130) (1300- 1430)

Suicide Prevention--Ask, Care, Escort

(ACE) Baker Theater

23 April 2013

(1000-1130) (1300-1430)

Suicide Prevention--Ask, Care, Escort

(ACE) Lincoln Hall Aud

27 June 2013

(1000-1130) (1300-1430)

Suicide Prevention--Ask, Care, Escort

(ACE) Baker Theater

1 August 2013

(1000-1130) (1300-1430)

Alcohol and Drug Prevention Abrams Theater

28 March 2013

(1300-1430) (1430-1600)

Alcohol and Drug Prevention Baker Theater

14 May 2013

(1300-1430) (1430-1600)

Alcohol and Drug Prevention Lincoln Hall Aud

25 July 2013

(0800-0930) (1300-1430)

Alcohol and Drug Prevention Lincoln Hall Aud

29 August 2013

(0800-0930) (1300-1430)

SHARP Training (Installation) Baker Theater

4 June 2013

(0800-1000) (1300-1500)

SHARP Training (Installation) Lincoln Hall Aud

25 September 2013

(0800-1000) (1300-1500)

Safety Days Tentative Date 6-17 May (8 hrs)

FY 13 Mandatory Civilian Training Schedule FMWR Training

SHARP/NO FEAR Training AMCC Ballroom

8 March 2013

(0900-1100) (1300-1500)

SHARP/NO FEAR Training AMCC Ballroom

19 March 2013

(0900-1100) (1300-1500)

CY13 TMO Training Schedule Training Titles Location Date and Time

TMO AMCC Training Room 13-15 March 2013 (0730-UTC) 3 days

TMO AMCC Training Room 10-12 April 2013 (0730-UTC) 3 days

TMO AMCC Training Room 15-17 May 2013 (0730-UTC) 3 days

TMO - SUMMER HIRE AMCC Training Room 18 May 2013 (0600-UTC) 1 day

CY13 OPEX New Employee Training Schedule Training Titles Location Date and Time

OPEX (New Employee) AMCC Training Room 20 March 2013 0730-1630

OPEX (New Employee) AMCC Training Room 25 April 2013 0730-1630

OPEX (New Employee) AMCC Training Room 21 May 2013 0730-1630

CY13 OPEX Refresher Training Schedule OPEX Refresher Training AMCC Training Room 21 March 2013 (0800-1130) (1300-1630)

OPEX Refresher Training AMCC Training Room 26 April 2013 (0800-1130) (1300-1630)

OPEX Refresher Training AMCC Training Room 22 May 2013 (0800-1130) (1300-1630)

OPEX Refresher Training AMCC Training Room 14 June 2013 (0800-1130) (1300-1630)

Professional

Development

MG. ROBERT M. JOYCE INSTALLATION MANAGEMENT ACADEMY The Installation Management Academy, School of Family and MWR supports the Family and MWR Master Training Plan by training entry level through executive staff and providing results-driven support. The School for Family and MWR offers approximately 60 courses through online or classroom formats. Currently, 40 courses have received college credit recommendations from the American Council on Education (ACE). All courses receive continuing education units (CEUs) from the International Association for Continuing Education and Training (IACET). Visit the Academy at www.imcomacademy.com. For Academy assistance please contact the Family & MWR Register at imcom.academy@us.army.mil or call 210-466-1050 and choose option 1. To take a look at our catalogue or to see our news feed, log onto http://www.imcomacademy.com/

CYS SERVICE DATA TEAM

HIGHLIGHTS

DO YOU HAVE SOMEONE OR SOMETHING YOU WANT TO SHARE OR HIGHLIGHT WITH THE REST OF MWR?

This space will be reserved to highlight special goings on in our organization. New employees or those moving onward or upward, a WOW event or project that happened within your facility or division. Email me: megan.j. odonoghue.naf@mail.mil

TEAM FMWR CATCH US AT OUR BEST

6

Ms. Halter, Emily Nunn, Kay Flores, Kelli Helliwell, Annie Nissly, COL Pfeffer, Tracy Dunz, Sherry Jones, Carrie Bradke, Pam Welch, Mr. Bardell