We use technology to personalize service, not to de-personalize it. Our outstanding technology and operations team members are our stagehands behind the curtain — the show can’t go on without them. Our customer-contact people rely on them every time we serve a customer and provide a product.
Technology enables our customers to control when, where and how they want to be served. Technology is essential for cross-selling, targeted marketing, protecting confidential information about our customers, pricing products and services that reflect the depth of our customer relationships, analyzing customer profitability, controlling costs, creating new products and services, and providing superior service.
Technology alone does not give us a competitive advantage. What’s important is the creativity and speed with which we use it to benefit our customers.
We do not want to offer our customers — especially new customers — just one product at a time. We want to offer them packages of products that are better for them and save them time.
For example, our goal is to have three of every four of our new customers sign up for auto-delivery of package that has at least four products (such as our Healthy Snack Pack).
We’re all salespeople and we’re proud of it. Superb salespeople know the importance of service. There’s no sale without superb service from our entire team — from our customer-contact people to our operations and everyone in between.