Direct Mail Outlook -- Getting Personal

"Overall, we're being substantially rewarded by the marketplace due to the technology and high quality offered in our overall value proposition," Palmer notes. "We believe that customer service and service intimacy is key to new business development, customer retention and growth."

Palmer credits Ray Frick's ability to respond to customer needs. Frick initiated the Lehigh e-commerce council that has developed new e-business tools that assist customers in effectively communicating with Lehigh Direct via file transfer and distribution monitoring of their products.