Tom Madden, Senior Vice President, Operations
There are two things any marketer wants from a promotional marketing agency: unrivaled effectiveness and complete peace of mind. If those goals sound a bit lofty, they’re an everyday part of doing business with YA. If you’ve found yourself worrying about the amount of hand-holding and double-checking your agency requires, it might be time to check in with our team. Our clients often tell us that it’s a “breath of fresh air” to work with an agency that provides top-notch service and security–worry-free
How do we do it? Here’s a glimpse into our process.
When it comes to operations, I challenge my team to be client-focused – and to extend their understanding of who a “client” is far beyond the usual definition. Any agency can tell you that they focus on the needs of the client, but that usually means the external client. If you want to work with an agency that’s truly a well-oiled machine, then you need to make sure that everyone on that team operates with the understanding that a “client” can be an internal contact as well as an external one. When that understanding of “whom I’m serving” includes the peers and departments within the internal organization, then needs are anticipated, problems are averted, and the path to delivery is made smooth by the effort of many, not just a few.
What does that mean for you? This type of culture encourages problem-solving over finger-pointing, so everyone in the organization becomes focused on a solution-based approach to work. I have often had clients report to me that they worry so much less once they move their promotions to us. Even when a problem arises – as they will inevitably do–our clients appreciate the way a YA contact will present viable options for solutions as soon as they do. By focusing on the end goal, we help ensure that our clients are providing their customers with top-notch brand experiences.
Any rebate-focused agency will tell you they have fraud prevention measures in place. But when you start to ask the tough questions, you’ll find that it’s often present only for very blatant examples, and that the action taken is simply putting a fraudster’s name on a suppression list to prevent further attempts. YA offers a step-change upgrade to this basic solution. We’ve developed proprietary models that predict and point out fraudsters in action. Does it work? We recently prevented a ring from netting $250,000 in fraudulent rebates in one month alone. Our grateful client is using the information we uncovered to work with our design team in closing the loopholes in next quarter’s promotion.
If you’d like to learn more about how YA can turn even first-time customers into loyal brand advocates who take action, buy more and spread the word, please contact me to begin the conversation.