Fall 2011
President's Message
If you've ever been to Alaska, you'll know what I mean when I say that it's good for the soul to see land untouched by civilization. On my recent trip there, I was struck by the natural rhythm of the wild. We saw bears at streams, catching salmon that have returned to spawn, and humpback whales - normally solitary - working together to catch fish in bubble nets.
Given our current economic climate, it's good to remember the natural cycles of things. In business, we go through growth periods, followed by assessment and adjustment before moving forward again. While economic uncertainty can cause us to step back or delay decisions, it's important to keep the full cycle in mind. Now is the time to reinforce and build your value with customers and members, so you can ramp up quickly in the upturn.
Smart, steady growth at BrightKey
Project expansion has led to many new faces here at BrightKey. We're now 295 strong! We're thrilled to welcome new clients into the BrightKey family, including the World Bank for secure mail processing, American Physical Therapy Association for turnkey publications support, American Nurses Association for on-site mail processing, National Air Transportation Association for strategic outreach, and National Association for the Education of Young Children for membership outreach.
We've extended our geographic reach, too! We now have staff at the Department of Justice in Chicago. And we're handling the staffing and management for Office Depot's Global Headquarters Mailroom in Boca Raton, Florida.
"I didn't know BrightKey did that!"
Our services expand and grow all the time. Here's a sampling of the new types of projects we've been handling:
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New technology, new questions: We've noticed an increase in calls from members having trouble downloading products or logging in for teleconferences and webinars. Rather than redirecting these calls to association headquarters, BrightKey customer service reps received training to field these questions on the spot. More help for you, better service for members!
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Hitting the road for annual meetings: From New Orleans to Philadelphia to Los Angeles, we've dispatched BrightKey team members to provide meeting support by running bookstores, facilitating registration, and more.
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Recapturing lapsed members with a marketing call: Retaining members is critical in these times; imagine investing in member retention with a program that pays for itself many times over. One ongoing program has reached an ROI of $7.54 for every dollar spent!
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A PURL of a project: We're just completing a multi-channel data cleansing effort that used direct marketing to drive members to a personalized URL to update their profiles. The result? A great customer touch point, a streamlined process, and close to 10,000 updated member records!
Want to stay in the natural flow? We've got bright ideas!
We're always ready for a new challenge, and with more than 125 association clients, we have best practices and advice were ready to share. We want to help you build new efficiencies and improve revenue to weather the sluggish economy. And we want everything in place so you can take advantage of the better climate tomorrow.
All the best,
Rita Hope Counts
President & CEO
