You are Part of Something Much Bigger!

Great ideas pg 1

Tell a Story pg 2

Tools,Tidbits, Trends pg 3

Upcoming Events pg 4

Web Analytical pg 4

Customer Service pg 5

WOW Events pg 5

Marketing Dates pg 6

Sponsorship Dates pg 6

Team MWR pg 6

Training & PD pg 9

1 Team/1 Mission pg 10

Inspiration!

Great

Ideas/Programs

MARKETING & CUSTOMER SERVICE NEWSLETTER

ISSUE

JANUARY 2014

25

NBC NIGHTLY NEWS FEATURES TREES FOR

TROOPS DELIVERY AT FORT LEONARD

WOOD

About 60 military bases have been served by

Trees for Troops, a CFC-registered charity that

distributes free Christmas trees to military

families. NBC Nightly News chose Fort Leonard

Wood to cover this nation wide story! Service

Members and Families were interviewed

regarding their experience with the program. If

you didn't see the touching feature on the news,

you can view it online here: NBC Nightly News.

FORT LEONARD WOOD DRILL SERGEANT

WINS 2013 OPERATION RISING STAR

Sgt. Christiana Ball from Fort Leonard

Wood has been voted Army Entertainment’s

2013 Rising Star. Programs such

as ORS offer our customers more

than just “something

to do”, they can be life changing!

To see more ONLINE:

2013 Operation Rising Star Winners

news release - army.mil article

photos - ArmyMWR facebook

and IMCOM Flickr

What ‘s Your Micro Script?

Spend two hours telling a prospect

every fact about your product—and

he'll forget 95% in 10 minutes. But tell

him a story, and, 20 years later, he'll

repeat it to you word for word.

The digital revolution and social media

are a wonderful, democratizing solution

for human communication and

storytelling.

But there is a problem: Social Media is

generating 500 billion distinct

messages a second! And it has

shrunken our attention spans. Today

the average attention span is about

nine seconds - down from 29 seconds

a few years ago.

Stories matter to marketers today,

more than ever. But not just any kind of

story. We need to master a super-

concentrated kind—an instant,

metaphorical kind that the greatest

communicators have known for

thousands of years: what we now call

Micro-Scripts.

A Micro-Script is a very short set of

words, usually a sentence or even less,

that people not only like to remember,

they like to repeat. They are not just

sound bites, they are story bites. They

always contain a metaphor or rhythmic

words, and they work instantly because

they trigger full stories, or they connect

with pre-lodged stories already running

in the brain.

•The following are taglines, bumper

stickers, names for legislation, or

simply conventional wisdom—but they

are all Micro-Scripts that people love

to pass along to others:

•What happens in Vegas,

stays in Vegas.

• Pork, other white meat.

• Location, Location, Location.

• No Child Left Behind.

• He's a Flip Flopper.

• The Bridge to Nowhere.

• Guns don't kill people, people do.

• Made from sugar, so it tastes like

sugar.

• Where there's smoke, there's fire.

That is how we need to tell our stories today because although our brains

haven't changed... the volume of messages and information has; it's now

constant and unrelenting.

Humans need their stories to be fast, frugal, and fascinating. That's why

marketers need to tell their stories in Micro-Scripts.

The Micro-Script Rules:

It's not what people hear. It's what they repeat....

Such unprecedented super-clutter calls for the fastest, sharpest, most

powerful form of communication we can find. That means story. But stories

that are miniaturized, like computer chips. There's an amazing amount of

information in every story bite. Humans can remember an unlimited number

of them. They work on minds like magic words. I've even had the examples

listed above repeated to me by audiences in India!

And the greatest news is that anyone can create Micro-Scripts—for their

brand, their business plan, their platform, their blog, and their tweets—by

understanding a few simple rules and formatting stories the way the brain

loves to process them.

Source: Bill Schley

TELLING A STORY IN

8 WORDS OR LESS

MARKETING

MWR Marketing: 573.596.0117

www.fortleonardwoodmwr.com

TOOLS TIDBITS & TREADS

TOOLS

CHEAPER TO KEEP EM’

One of the main drivers to customer loyalty and a successful retention campaign is the experience the customers have with your business. Companies that: 1. provide superior customer experience have 14% more customers who are willing to consider another purchase from them. 2. offer the best experience in the industry have 16% fewer customers who are likely to move to a competitor. 3. have high experience scores have 17% more customers who are likely to recommend their products or services.

To create loyal customers, you have to be willing to go above and beyond the average to create a unique, positive and exceptional experience for each customer that you come in contact with regardless of how difficult this may be. A few methods : Listen to your customers:–This shows your customers that you value their business and are committed to making them happy. Interact with your customer . The more accessible you are the better, this shows you value them and are glad they are there. Just because tactics : Show your appreciation and to make your customers feel like they are more than just another sale or worse and interruption to your day. Having a “just because” tactic will keep loyal customers coming back “just because” they feel like you appreciate not only their business but also them as a person.

TRENDS

FOOD TRENDS 2014

According to Technomic, a

leading foodservice industry

research group, the #1 trend for

2014 is:

“Convince me its real”. This

obviously coincides with the

above Top 10 from the NRA.

“Consumers want assurances

that what they're eating is real-

in every sense of the word.”

Today's menus describe items

far more thoroughly, listing not

only the ingredients but also

where they came from and how

they were prepared. Local

sourcing is more important than

ever, but beyond that is the

idea of being true to place; if

the restaurant positions itself as

authentically Italian, for

instance, it must use

ingredients sourced from Italy

and/or prepared using authentic

Italian methods.”

Source: Technomic

T T T

TIDBITS

COLOR OF THE YEAR

Pantone, the global authority

on color, announced the Color

of the year for 2014 ….

RADIANT

ORCHID

PANTONE®

18-3224,

A captivating,

magical,

enigmatic

purple, represents the color of

the year for 2014.

“While the 2013 color of the

year, PANTONE 17-5641

Emerald, served as a symbol of

growth, renewal and prosperity,

Radiant Orchid reaches

across the color wheel to

intrigue the eye and spark the

imagination,” said Leatrice

Eiseman, executive director of

the Pantone Color Institute®.

“An invitation to innovation,

Radiant Orchid encourages

expanded creativity and

originality, which is increasingly

valued in today’s society.”

“An enchanting harmony of

fuchsia, purple and pink

undertones, Radiant Orchid

inspires confidence and

emanates great joy, love and

health. It is a captivating

purple, one that draws you in

with its beguiling charm.”

Be Social!

Upcoming Events

For a link to ALL MWR Flyers and Events click here

January 18

SKI/ SNOWBOARDING AT HIDDEN VALLEY SKI RESORT

Interested customers must register 1 week prior to each trip

at the Outdoor Adventure Center (OAC). Cost is: Active Duty:

$20/person~$85 for all other customers or $55/person for lift

ticket only; discounted rates for children ages 7-12.

Bldg 2290 FLW K Road. Open to the public. 573-596-4223.

Additional dates: February 1 & 15 / March 1

January 21 – February 11

BOSS CANDY GRAM: REGISTRATIONS

Melt you Valentines Heart with a Candy Gram from Fort

Leonard Wood BOSS and Support the Single Service

Member program. BOSS will be selling candy grams. Cost $5

only cash or check, due same day as placement of order.

Candy Grams will be delivered on post only, Valentine’s Day

February 14. To place an order, call your Unit BOSS Rep or

the BOSS office at (573) 596-6912.

January 24

MEGA HOLD ‘EM

Family & MWR will host MEGA Hold ‘em at the Pershing

Community Center ball room at 6:00 pm;

Check in is at 5:30 pm. Mega Hold’em cost is $20 and open

to the public 18yrs. & older. Pre-Registration begins 26 Dec

2013 at the ITR Office (Bldg 490), Night of registration is $30.

Players must be 18 years of age. For more information

contact the Special Events Office at 573-596-6913.

January 25

PHOTO 101

Get the most out of your digital camera. The Arts and Crafts

Frame Shop is hosting Photo 101. This great class will teach

you what all the icons and menu items of your digital camera

can do to enhance your photography; taught by photographer

Mike Curtis. Participants receive a 10% discount on framing

on a selected photo from class. Photo Classes are from 9:00

am to 5:00 pm at Bldg 470, room 1129. Cost is $65 and

includes lunch. Minimum of 7 participants required, register 2

days prior at the Arts & Craft Frame Shop located in the PX

Mini Mall or call 573-596-0242.

Additional dates and classes:

February 1: Lightroom 101

February 22: Advanced Lightroom

January 31

MARGARITAS AND MANICURES

Treat yourself to a fun night of relaxation, pampering,

friendship & fun at the Pershing Community Center . Cost of

pampering FREE…relaxation PRICELESS! Margaritas are

available for purchase. Bldg 4109 Piney Hills Drive.

573-596-6913.

MWR Marketing: 573.596.0117

www.fortleonardwoodmwr.com

FORTLEONARDWOODMWR.COM

TOTAL HITS: 34,560,819

AVG HITS PER DAY: 1,114,865

AVG PAGES VISITED PER DAY: 1269

TOTAL PAGES VISITED: 3,859,642

EZINE IMPRESSIONS: 3275

Check your web sites, patrons are lurking!

MWR SOCIAL MEDIA

FACEBOOK: 5,734 Page likes / 12,671 People Reached

TWITTER: 2,037 Followers

FLICKR: 1,778,007 Views / Best Day Dec 5th with 26,592 views

PINTEREST: 14 Boards / 132 Pins / 84 Followers

YOUTUBE: 245 Views

WEB ANALYTICS – DECEMBER 2013

Click the buttons above for our Social Media Sites

CUSTOMER SERVICE

TOP CUSTOMER SERVICE

COMPANIES FOR 2012

MSN Money

1. Amazon

2. Marriott Hotels

3. Hilton Hotels

4. UPS

5. FedEx

6. Google

7. State Farm

8. Samsung

9. Trader Joes

10. Lowes

BEST RETAIL CUSTOMER

EXPERIENCE RANKINGS FOR 2013

by Temkin Group

1. Publix

2. Trader Joe's

3. Aldi

4. Chic-fil-A (Tied for 3rd)

5. Amazon.com

6. Sam's Club (Tied for 5th)

7. Save-a-lot (Tied for 5th)

8. H.E.B. (Tied for 5th)

9. Dunkin Donuts (Tied for 7th)

10. Sonic Drive-In (Tied for 7th)

11. Little Caesar's (Tied for 7th)

12. Ace Hardware (Tied for 7th)

M W R

THE “WOW” FACTOR!

Don’t just satisfy your customers,

WOW them!

W. O. W stands for Wonderful,

Outstanding and Way beyond

what you ever expected!

“NEVER FORGET TECHNOLOGY

CAN ENHANCE SERVICE BUT IT

CAN NEVER REPLACE IT!” Shep Hyken

PUMPKINFEST

OKTOBERFEST

TREES FOR TROOPS

CANDY CANE TOSS

THANKSGIVING LUNCHEON

HOLIDAY EXPRESS

CHRISTMAS LUNCHEON

TRADER JOE’S BRAVES STORM FOR ELDERLY CUSTOMER

Sponsorship/Advertising

Marketing

SPONSORSHIP:

Be sure to get your Sponsorship

requests in as early as possible –

dates to the RIGHT.

Reminder: Sponsorship is a benefit to

both the sponsor and the program

receiving sponsorship. Sponsorship is

not a guarantee – but will be sought if

all requirements are met.

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

MARKETING:

To capitalize on our Marketing efforts,

Marketing Requests are DUE a

MINIMUM of 45 days out! Getting the

request at 45 days or EARLIER ensures

that the Marketing Office can meet all

our advertising deadlines to maximize

exposure of your event, program or

facility.

•Requests will be accepted at anytime

however you may miss out on many

advertising avenues.

•MARCH Marketing Requests are due

by JANUARY 13.

~ Women’s History Month

•APRIL Marketing Requests are due by

FEBRUARY 10.

~ Month of the Military Child

~ 20 Apr – Easter

~ 22 Apr Earth Day

SPONSORSHIP DEADLINES

EVENT

MONTH

REQUEST

DEADLINE

April Jan 6, 2014

May Feb 3, 2014

June Mar 3, 2014

July Apr 1, 2014

Aug May 1, 2014

Sept Jun 2, 2014

Oct Jun 30, 2014

Nov Jul 28, 2014

Dec Sep 1, 2014

Jan 2015 Sep 29, 2014

Feb 2015 Nov 3, 2014

KEY DATES to REMEMBER

What sponsors generally look for in an event? • An event that enhances their reputation as a conscientious and caring corporate citizen. • An opportunity to build relations with clients, employees, key stakeholders and the community. • Networking opportunities with customers, key stakeholders and the general public. • An event that reflects their philosophies and promotes their corporate vision and strategies. • Branding, marketing, media and PR opportunities. • Exclusivity (they are the only company from their sector/industry associated with the event). • An opportunity to give back to the community. *Sponsors don’t need to have the same level of passion to the cause as you do, but there must be a commercial benefit which needs to be explicitly stated in your proposal.

Someday, and I believe in the near future,

greatness will spring from this very spot upon

which we now stand.” Henry O’Neill /Dodge City

TEAM MWR

….CHOOSE EXCELLENCE!

Dream Team Pippin Youth Center

Kathy Jo Parrish Certificate of Appreciation

Sandra Clayton / Unsung Hero Juanita Wafe-Stone/ Unsung Hero

Rita Richardson/ EOQ - 4th Quarter Lois Matos/ Remarkable Leader

Best in Catering Pershing Community Center

Celebrate!

Nominate!

Team MWR Awards

Continued ….

Business Operations

Child, Youth & School Services

Services & Support

Community Recreation

Catch Us At Our Best

is an employee recognition

program for Fort Leonard Wood

Family & MWR, designed to

recognize and celebrate the

excellent work of all our team

members.

Everyone is invited to participate! Team Members,

Co-workers, Supervisors, and Community members

are encouraged to fill out a nomination form when

they experience an MWR Team Member going the

extra mile and exceeding expectations.

We want to celebrate the awesome work of

our Team - please join us in Catching Us At Our

Best!

Nominations can be submitted online!

Awards given at the quarterly FMWR Award

Ceremony.

TRAINING & PROFESSIONAL DEVELOPMENT

OPEX & OPEX

REFRESHER TRAINING

DATES

FEB Date TBD

OPEX for New Employees

Bldg 470, Rm 1129

0730-1630

20 & 24 FEB

OPEX Refresher

Bldg 470, Rm 1129

0800-1130 or 1300-1630

26 MAR

OPEX for New Employees

Bldg 470, Rm 1129

0730-1630

27 MAR

OPEX Refresher Bldg 470, Rm

1129

0800-1130 or 1300-1630

Remember space is limited to 28 per session so please get your staff registered now. The Refresher is for front line staff. Anyone who is a rater is to attend the Sustaining the Covenant Management Workshop – date TBD.

Customer Service isn’t a

department, it’s an

attitude!

MANDATORY TRAINING

NO FEAR - 28 Mar / Bldg 470, Rm 1129

EEO FOR SUPERVISORS - Thurman Hall Rm 3035

23 Jan – 1330-1530

20 Mar – 1330-1530

EEO FOR EMPLOYEES - Lincoln Hall Auditorium

27 March 0900-1100 or 1330-1530

MANDATORY ONLINE TRAINING

Trafficking in Persons http://www.combat-trafficking.army.mil/

Constitution Day http://constitutionday.cpms.osd.mil/

Cyber Awareness

No FEAR https://ia.signal.army.mil/ https://www.atrrs.army.mil

SHARP https://www.lma.army.mil

Civilian Education System (CES) https://www.amsc.army.mil

Anti-Terrorism Awareness https://atlevel1.dtic.mil/at/

Workplace Violence http://www.cpms.osd.mil/

IMCOM ACADEMY - Now taking applications for the MWR Marketing

Plans Course

Kick off the new year with a dynamite marketing plan.

The IMCOM Academy is now taking applications for the MWR

Marketing Plans course.

Participants will collaborate with other MWR professionals to develop a

real marketing plan for a facility or program.

This is a great course

for activity managers or

new marketers.

Help spread the word.

The next online session

runs from 22 Jan- 26 Feb 14.

Also noteworthy, this course

is just one of many free

Academy courses that qualify

for ACE college credit recommendations.

MWR Marketing: 573.596.0117 / www.fortleonardwoodmwr.com

ONE TEAM / ONE MISSION