Difference
Culture. Technology. Forward Thinking. Yes, in words these things may all seem common but see us put them into action and our difference shines.
True WIN WIN Partnership
Our clients work with Dialogue Marketing because of our WIN WIN partnership mentality. We often hold meetings with our clients as an extension of their team strategizing new and innovative ways to promote their brand and increase their sales. When listening for our client’s pain points we have strategized, designed, developed and currently manage innovative solutions that have solved their problems and even increased their sales!!
- Logistical CRM system in partnership with our client that took a client from losing millions each year to gaining millions each year. Case Study
- CRM system in partnership with our clients to personalize the customer experience and provide intelligent marketing to specific target audiences. More Information
- Facebook Application to share scheduled blood donation appointments and recruit the right blood, in the right type, at the right time.
- Changed the model of relationship building and the customer experience to integrate social media, increasing organ donor registrants by over 525% in 6 months! More Information
Beyond listening to our clients needs to develop custom solutions, we stay in constant contact with our clients to remain flexible, nimble and adaptable to the industry and our client’s vision.
Culture
Internal Financial Performance is not the main objective!
Our business is run by the Balanced Scorecard theory where we measure ourselves monthly on 5 balanced perspectives:
- Customer Perspective - How are we creating the WOW! Experience for our customers? How are we being a GREAT partner?
- Innovation - Are we developing new, exciting and innovative technologies that increase efficiency, fill a market need, or progress to a future evolution?
- Operational - How are we continuously improving our processes?
- Human & Growth - How are we continuing to develop our people and make Dialogue Marketing a fun and educational place to work?
- Financial - How are we meeting our financial goals?
Going Beyond the Call
Dialogue Marketing is not just an call center. Our customer advocates go beyond the call to make the most of every customer contact! Below are just some examples of how our customer advocates have went beyond the call to make a difference in the lives of the people we touch every day.
A man who was given another holiday
Making the common uncommon is what comes to mind when we tell the story on how two of our call center team members worked day and night in an effort to give a man one last Christmas and New Year’s Day with his family. Those two special ladies are Diana Cooke (an 11 year veteran) and Janice Tulock (a 9 year employee) who work for our Donor Dialogue division on behalf of our large blood center client.
How did they make the common uncommon? We received a notice from our client requesting Granulocyte/ Leukapheresis (white blood cells) or HLA match platelet donors for a 64 year old cancer patient in need of multiple white cell or platelet transfusions. Time is of the essence and they immediately begin calling donors, but not just any donor. Diana and Janice had gone above and beyond searching the databases to begin to contact matching donors that meet eligibility requirements. Once they have gotten a hold of the potential donor, they began to explain the important need for donors for a patient in the hospital that had very special transfusion needs.
Diana and Janice were able to provide 16 consecutive donors for each day that requested granulocyte products. They were able to secure granulocyte donors for holidays including Christmas Eve, Christmas, New Years Eve and New Years Day.
Our client states “Diana and Janice were both easily reachable even after hours and on weekends. The study ran with no problems or issues in part due to both Diana and Janice. It is a pleasure to work with them both. The family was very grateful and felt that granulocytes allowed them to spend one last Christmas and New Year's Day with their father/husband.”
Surprising a Vietnam Veteran
At Dialogue Marketing, our clients are our partners. We simple believe that being a GREAT partner means going beyond the call to bring value through the customer experience.
Our customer service team made the common customer service call uncommon by taking their relationship building with the customer one step further. How did they do this? They listened.
It all started with one call that changed the way our customer interactions have evolved since. This one call was from a older gentleman who called into the customer service line for routine assistance with his new mobile phone. Through the dialogue of the conversation, the man on the phone mentioned that he was a Vietnam Veteran. The Dialogue Marketing service agent noted on a piece of paper this information along with the man’s mailing address. After the call had ended, the Dialogue Marketing customer service representative made a thank you card out to the man and passed it around the contact center for everyone to sign, then mailed it out. A few days later, this man contacted our contact center again to thank our representatives for this thoughtful gesture…he was truly amazed!
“This personal touch really makes the customer feel valued and provides an overall customer experience that is unlike the traditional contact center,” states Brian Poelman, EVP of Dialogue Marketing “ We have now supplied cards to all of our customer service representatives to mail out as they see fit. Our customers just love the personal, human touch that they receive from the Dialogue Marketing customer service team!”
Our people are involved
Every Dialogue Marketing employee is empowered and motivated to formulate new ideas that will add substantial value to client programs. Our team members, who are given strong incentives for innovative and meaningful suggestions, propose everything from process change to software application deployment concepts. Throughout the years, our best ideas have come directly from our front-line employees. Some of our innovations include:
- Software - Our customized CRM system substantially reduces acquisition costs and increases net new customer acquisition.
- Neural Net Technology - This data analytics algorithm prioritizes leads based on likelihood to convert, and then matches the leads to the Agents with the best skill sets to execute on them.
- CRM & Business Models - Our customized sales process and CRM capabilities boost profit margins, support sales personnel, and deliver unique solutions to a client’s specific challenges.
- Sales Coaching - Our web-based quality and coaching tool is tailored to a sales process that is PCI-compliant and encrypted for all call recordings. With our tools and processes, supervisors can score, coach, and train Agents to ensure the highest quality commitment for each client.
- Social Media - We use social media to increase online and offline buzz, website and community traffic, registrations, and, most importantly, new customer acquisitions. We tripled the number of brand advocates for one of our clients in less than 90 days.
More examples of our culture and people can be found in “Our People” section.