SOURCE: United Marketing Group

United Marketing Group supports Alexian Brothers Foundation

February 08, 2010 10:04 ET

United Marketing Group Begins Implementation of Customer Experience Monitoring

Program Key to Understanding, Measuring and Monitoring Customer Experience

SCHAUMBURG, IL--(Marketwire - February 8, 2010) - United Marketing Group (UMG), a direct marketing company, today announced that it is implementing a Customer Experience Monitoring program for its Partner clients.

Customer Experience Monitoring is a proprietary program developed by DataCo Solutions, LLC. DataCo Solutions, LLC is an analytics based marketing and business solutions provider headquartered in Arlington Heights, IL.

Customer Experience Monitoring (CEM) will assess and measure UMG's client's Partner's customer's attitudes and sales performance related to their program. By combining this information with DataCo's proprietary Loyalty Index™, a determination can be made of the customer's attitudes and sales performance related to loyal, non-loyal or neutral behavior. The entire CEM program enables United Marketing Group to measure attitudes, performance and customer loyalty on an ongoing basis, increase the speed of identification and management of the customer experience and ensure satisfaction.

In addition to loyalty and satisfaction, Customer Experience Monitoring allows UMG's client Partners' to increase their knowledge and understanding of their customers. The Customer Experience Monitor can also measure customer service issues. By passing customer service calls to the monitor, UMG can also determine if any of the programs are creating differences in customer service satisfaction.

The output of the monitoring is a series of loyalty, sales and call metrics on an ongoing, time series basis. The monitoring allows UMG to flag and act upon deviations in customer service, sales and attitudinal metrics.

"This program allows UMG to ensure that our Partner's customer's experience, attitudinal and sales performance, is understood, measured, monitored and ultimately managed," said Alan Portelli, CEO and President of United Marketing Group. "Using the Customer Experience Monitor program allows us to proactively demonstrate to our Partners clients that their customers are positively impacted and not adversely affected by any of our programs. Of course in the rare case where we do find a negative issue, now we are aware of it very early and can manage it specifically to satisfaction."

ABOUT UNITED MARKETING GROUP

United Marketing Group (http://www.unitedmarket.com) is a leading direct marketer of affinity membership programs and merchandise products. Membership programs such as UMG Buyer's Edge offered by United Marketing Group provide consumers savings in all major lifestyle spending categories, as well as peace of mind in key areas of consumer concerns. Unlike many other organizations, United Marketing Group specializes in utilizing all direct marketing media -- inbound calls, outbound calls, direct mail and e-commerce tools -- to maximize Partner earnings. The company has been in business for more than 35 years and enjoys innovative and long term relationships with numerous Fortune 500 Partners. UMG customer service can be contacted toll free at 1-800-513-9000 or http://customerservice.unitedmarket.com

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