You Spoke, We Listened:

Powertex is always adjusting to our clients' needs
Connecting with our clients to learn more about their needs.
It’s no secret that the last year has brought significant changes to the promotional products industry. Many in our industry have found that it is no longer enough to simply offer competitively priced products. In order to compete, a company now HAS to offer a complete service platform to survive. They have come to understand that each client is unique, and so should be their solutions.
This is something that we’ve long understood at Powertex Group, and it is part of the reason why we have been able to remain strong despite the current economic crisis. In fact, we feel that we have gained valuable insights and been able to take advantage of the last year to position ourselves for significant continued success throughout 2010.

We asked a cross-section of our customers for help
That however, is not enough to ensure long term growth. We have to continue to drive innovation not only this year, but next year and beyond. It is in that spirit that we recently reached out to a cross-section of our clientele to ask them their opinions on what they currently are pleased with, where we offer value, and where we can potentially raise our service level to meet our client’s needs. I would like to point out, before we go any further, that while it is impossible to conduct interviews with each an every single client on our list, we are leaving this informal customer survey open to all. If you have feedback that you feel strongly about, or you have service and platform suggestions, please call us or email our customer service desk (information at the end of this article) to give us you thoughts. We want your feedback, and would love to discuss your ideas. The whole point of this process is to be able to better provide a more comprehensive service platform for our clients.
The following interview questions were asked of our clients. We have provided summaries of the responses provided, as well as a synopsis of what it means for us.
In your opinion, what services/products that we provide offer the most value to your organization?
We were very honored to have, throughout the course of our survey process, to hear our clients mention nearly every single department at least once. From accounting to production we had someone show appreciation for just about all aspects of our business. There were, however, several things that rose above the rest: distribution and fulfillment, e-commerce, understanding of our client’s corporate environment, and our creative team.
It was good to know that many of our clients see us in very much the same light that we see ourselves. We view these things as our real separators within our industry, and in the end, there were few surprises here.
What competitor’s services/products provide better value than what is offered by Powertex? Why are they better for your organization?

There were lots of suggestions for more e-commerce and customization options
There were a lot of different suggestions, but what it boils down to is the following areas were mentioned the most: More on-demand production (pointing to direct-print competitors), Several E-Commerce features that are offered in the marketplace that we should look at (especially at the entry level), better call center (dealer relations) integrations, more creative product ideas at better prices, more name brand options, and more international marketing/distribution options.
The good thing about this list: 5 out of 6 of them have some solutions being developed, tested, or are ready to launch this year. You can bet we’ll be revisiting each of these near-term, and we are already discussing the remaining item on the list. More to come on our solutions as we get closer to wrapping them up and rolling them out.
Are there ways in which we can further save you valuable time in terms of our business relationship?

Some suggestions were for more timely, comprehensive reporting.
We didn’t get a lot of feedback on this question. What we did get broke down for the most part, in the following two suggestions: better and more timely sales/information reporting (i.e. sales data-item breakdowns etc.), and a greater selection of sure ship items (i.e. items available within 48 hours to 10 days of order).
We are always looking to get better and more timely information to our clients, and we are currently researching create a client dashboard of sorts, where clients of all types can log in to take the pulse of their programs in real-time. As far as the sure-ship items, we just released our new ’10 catalog this week, and we will be revisiting that soon, due to its popularity.
If you could change one thing about our business relationship, what would that be?

Our clients asked us to look at better ways to turn inventories and provide even lower pricing
The most common responses to this question were; to look at working out more programs to better turn certain inventoried items, and provide even lower prices.
With regards to the inventory issues and lower prices; those are projects that are ALWAYS in progress. They both require our organization to walk the fine line between flexibility and competitiveness. We are looking into revisiting our sourcing, warehousing, and distribution methods in order to try to develop new solutions for each of these. These are at the core of what we do, and we need to be constantly pushing the envelope one these.
Do you have any ideas on how we can increase the value we provide to your organization through additional products and/or services?

Our clients asked for new international distribution options.
What our clients’ said: Better international shipping/distribution options, improvements in reporting and transparency in billing and shipping, developing a combined platform where we can combine our clients’ vendors with our own offerings (i.e. sell parts, accessories, and branded merchandise from a completely managed platforms), more options for product customization and individual item customization.
What we say: We are on it. Many of these items have already been discussed internally, and several of them are already in progress. We are not surprised at these entries, because they have come up across many different client types. Most of these were touched on in the feedback above as well, and we see each of these four projects as being key to improving our service levels to our clients.
All in all, there weren’t too many surprises that came up within this survey process. There did result, in our conversations, a lot useful suggestions on HOW BEST to accomplish these needs for our clients. For that, we would like to extend a sincere thank you to all who participated. Your feedback is essential in helping us get better, and remaining competitive in our market. We will be providing updates on where we are with our service offerings throughout the year. There is a lot in store already, and we are looking forward to an exciting 2010.
For those who have other feedback or suggestions for any of the content in this survey, we would be glad to take our feedback as well. We need to know how what we can do to not only provide value, but what we can do to become invaluable. To submit your feedback, please call us at: (800) 588-7111 (and talk to your sales rep), or email us at: customerservice@powertexgroup.com.















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