Rich Pocock's Blog
The digital age has opened the door to deliver on a customer’s experience at the speed of light. It has mandated that the integration of traditional communication channels with online delivery meet your customers’ and prospects’ expectations. We, as consumers, know what it means to have a customer experience that resonates and reinforces why we decided to give a particular brand our business in the first place. Why would we want anything less for our own customers? Maybe it’s high time we began to monitor our customers’ experience and to share that information with our employees and provide incentives tied to exceptional customer experience metrics.
Advertisers today have more choices than ever when choosing a marketing services provider. The diversity and complexity of choices is a bit mind-boggling when considering effectively integrating both online and offline marketing channels seamlessly to the customer.
Back in the day – and let’s not talk about how far back because it might give away my age – word of mouth was the purest form of advertising. Remember how you use to choose a restaurant? Chances are recommendations (good and bad) from your friends and family dictated where you decided to dine out. And remember how you could track the longevity of a restaurant by the quality of its reviews. I bet you could pretty well predict the fate of a restaurant just by talking with your friends. So in 2012 not much has changed except that now, with the advent of social media, word of mouth advertising has taken on a whole new meaning...
Social media channels allow advertisers to leverage their investment in traditional media (like direct mail), where an offer or promotion sent to an individual customer or prospect is extended to thousands of friends and family members, simply by that individual posting it to their preferred social media site...
Objectives + Rewards
Vice President, Agency Services
With a career that expands over 25 years, Rich still relishes
learning something new every day, especially from his two sons who are
both busy with their own careers and not shy about sharing their
thoughts and ideas. He is passionate about his family, making a
difference in his endeavors and continuing to grow in his professional
and personal life. That passion extends to playing the drums, which he's
done since the age of 14. He is thankful that he discovered direct
marketing, and feels very fortunate to work at something he truly
enjoys. He loves seeing the results from a campaign, learning from what
works and what doesn't, collaborating with clients to accomplish a
common goal, participating in idea creation and mentoring others.
Rich received his B.A. from Washington & Jefferson
College, Washington, PA. He has served on the Financial Services Council
of the DMA and has written numerous articles for DM News and other
"The greatest aspect of direct marketing is its ever-changing landscape. That makes business and life more interesting and exciting."