January/February 2008

Welcome to the latest issue of Nutraceutical News from IFS.  In this issue you'll find our Client Profile featuring Karin Herzog, a science-based, high performance medical grade skincare brand. As for our other columns, we address your fulfillment goals in our Fulfillment Notes section.  In our Marketing column, we discuss how your customers are your best marketing tool, and in the Customer Service Corner we talk about how to keep your customers happy.

For more information about the content found here or about any of our products and services, you can always visit our website, www.ifssolutions.com.  To share your feedback about this newsletter, please click here.  To unsubscribe, please use the link at the end of this issue.

IN THIS ISSUE:

• Client Profile: Karin Herzog
• Fulfillment Notes: Setting Your Sights High
• Marketing Tip:How Your Customers Work for You
• Customer Service Corner: Happy Customers are Return Customers
• About IFS: For More Information, Contact Us

Karin Herzog skincare products are based on research conducted by Dr. Paul Herzog, the first scientist to successfully stabilize active oxygen, a source of pure energy, in a medical grade emulsion. Dr. Herzog has patented his invention internationally.  He and his wife Karin Herzog, a leading esthetician, developed the Karin Herzog skincare line of products, a science-based, high performance medical grade skincare brand.

The Karin Herzog oxygen skincare products are new to the American market and are sure to perform well with its cutting edge anti-aging and advanced medical technology.  The suspension of oxygen in the formula is what makes this product unique.  Oxygen is vital to the skin, and oxygen deficiency accelerates the aging process.

Karin Herzog oxygen skincare products boost the natural levels of oxygen in skin so it can function properly, increase the rate of cell renewal, absorb essential nutrients, be more effective at eliminating toxins and therefore enhance its appearance.

All Karin Herzog skincare products are made in Switzerland, not tested on animals and they are hypo-allergenic.

Bringing Karin Herzog to the United States
Damien and Bernadette Seymour are bringing this high-end product to the United States, and - after six months of searching for the right fulfillment partner - they selected Innovative Fulfillment Solutions (IFS) as the full-service fulfillment company to support the brand's launch in the United States.

When asked why they chose IFS for the company's fulfillment needs, Damien said, "After many conversations with Keith Milburn and trolling the country for fulfillment companies, we knew it was the best fit.  We have the utmost confidence in the IFS team, and we were impressed that IFS does not take just any company as a client.  Keith and his team want to provide the best support possible and I have to respect that he is only willing to take on companies that fit within his niche."

Damien added, "The IFS team is dedicated to providing the best service possible and they make an effort to know your company inside and out.  In short, they are like a part of the Karin Herzog sales team."

Bernadette continued, "IFS stood out with its service approach.  The company also had everything we needed - climate controlled facilities, a call center and warehousing capabilities.  Many of the other companies we interviewed were missing essential fulfillment elements for a full-service experience."

Damien and Bernadette were also impressed with IFS's experience in the nutraceuticals industry.  It was important for them to find a fulfillment company that would take time to get the orders correct.  With IFS's nutraceutical focus and with an existing skincare client, they were confident IFS would do well at fulfilling orders for their company's numerous products.

To top it off, for a U.S. launch, IFS is most literally in a perfect position.  Headquartered in the middle of the United States, orders placed around the country will have faster warehouse-to-home delivery shipping times than a fulfillment company on either coast.

To learn more about the Karen Herzog brand of products, visit www.KarenHerzogUS.com.

It's hard to believe, but IFS opened its doors ten years ago.  From the very beginning in 1998, we have had high standards for ourselves and for our clients.  We firmly believe - and hope you agree - that high standards are what make a business successful.

When working with IFS, you can rest assured that our partnership with your company is important to us.  And the high standards you should continue to expect from us over the next ten years include: "High touch" personal service; A commitment to meeting your goals; Continued savings on overhead costs; Ease of service for you and your customers; Quick turnaround on your shipments; and Flexibility.

If you're wondering how to stretch the almighty marketing dollar, maybe you should look to your customers.  Your customers - whether they know it or not - can be successful marketers for you.  Every time one of your customers talks to a friend about your product or service, they are marketing on your behalf.

Word-of-mouth marketing has gone a few steps beyond talking among friends. With today's blogs, message boards and social networking websites, one person's opinion about your products or services reaches more people more quickly than ever before.

How can you maximize word-of-mouth marketing?

• Referral programs – Offer every person who refers a new customer to your company (someone who then completes a purchase) a percentage off their next order, complimentary shipping or a free gift.
• Preferred customers – Give your loyal customers the chance to be the first to try your new products at a discounted rate.
• Valuable feedback – Ask your customers for feedback on your products and services, then be sure to thank them.  Consider sending a thank you card with a percentage off a future order.
• Insider information – Develop a newsletter or some other regular communication piece that keeps them informed about new developments with your products, new services you introduce, updates on your industry, etc.
• Surprise and delight them – Every so often, do something for your best customers that is totally unexpected.  For instance, identify a certain dollar threshold and, once they hit that mark, send them a special gift or a personal note of thanks.  The more personalized your message, the greater value they will put on their relationship with your company.

And one more thing to remember about word-of-mouth marketing: bad news typically spreads about five times faster than good news.  So if you disappoint a customer, recognize how many other people that customer will tell.  A few bad customer reports can devastate companies with even the best products and services.

If you're a good salesperson, you can sell most anything to anyone once.  But what keeps customers coming back is your customer service.  There are a few things you can do to encourage your customers to come back time and time again.

Only make promises you will keep.  Many sales tactics include making promises that "may" be kept.  Never make a promise unless you know for certain that you WILL keep it.

Listen.  Listening to your customers is crucial.  Let your customers talk, and be sure you are listening so you can help them in the appropriate manner.  There aren't many things more frustrating than not being heard.

Train your staff.  Every interaction with your customers needs to be a good experience.  For that to happen, your staff needs to always be helpful and knowledgeable about your products or services.  When customers call in and they continuously get great assistance, they will return.

Take action.  You are bound to have a complaint or two.  When this happens, be sure you act accordingly and follow up with the customer promptly to let them know what steps have been taken to rectify the problem.  When your customers know you've gone the extra mile to resolve a problem, they'll often return time and again.

Consistent and outstanding customer service will not only help you make your first sale, but it will make your business flourish for years to come.

IFS is a world class, full service fulfillment operation with a track record of success. A woman-owned business, we proudly serve some of the country's most respected corporations. With a special expertise in the fulfillment of nutraceuticals, we can help you run your nutraceuticals business more efficiently and more cost effectively.