Direct Mail Outlook : Education, Tools Remain Key

IWCO Direct has long been known for taking aggressive steps to ensure it is in tune with the needs of customers. Earlier in the year, the company hired a third-party firm to conduct a comprehensive customer satisfaction and needs assessment survey with its top 40 clients. Performance evaluation aside, Andersen feels it is critical and equally important to confirm the variables that add value to the customer—and to channel resources and energy to that end.