McCrery to lead CX

Marc D. McCrery has been named Customer Experience vice president, succeeding Kelly M. Sigmon, who is retiring at the end of the year.

In his new role, McCrery will “partner with leaders across all business units to transform the customer and employee experience to ensure that our customers are at the center of every Postal Service business decision,” Postmaster General Louis DeJoy wrote in a memo announcing the appointment.

Among the departments within McCrery’s purview at Customer Experience — also known as CX — are Enterprise Customer Care, including the Customer Care and Customer Retention Centers; CX and Strategy; Consumer Advocate; Customer Relations; and Business Customer Support.

He most recently served as Technology Applications vice president. Prior to that, he was Mail Entry and Payment Technology vice president.

McCrery began his career with the Postal Service in 1990 as a professional specialist trainee in Des Moines, IA, and moved into the executive ranks in 2003 as Business Mailer Support manager. He has served in a variety of positions in the Marketing, Operations and Chief Information Officer organizations.

From 2008 to 2009, he represented the Postal Service as a Massachusetts Institute of Technology Sloan Fellow, earning a master’s degree in business administration. He received his undergraduate degree from the University of Wisconsin in industrial engineering.

He served as acting Strategy and Transition vice president after his stint as a Sloan Fellow.

“Marc has established himself as a leader who can attract and grow talent in diverse functions, while maintaining a deep understanding of the needs of customers and the mailing industry,” DeJoy wrote in the memo.

Overseas gifts

The Postal Service has released this year’s suggested mail-by dates for customers who want to send holiday letters and packages to diplomatic and military service members overseas.

The dates are listed in an Oct. 5 news release, along with details on ordering free military care kits and guidelines for addressing packages to Army/Air Post Offices, Fleet Post Offices and Diplomatic Post Offices.

USPS is also offering a reduced price on its largest Priority Mail Flat Rate Box for mail sent to military and diplomatic posts abroad.

Customers can obtain free Priority Mail Flat Rate Boxes from Post Offices and the online Postal Store, while postage labels and customs form can be printed online using Click-N-Ship.

Innovators honored

Two business customers were honored with USPS Next Generation Campaign Awards at the virtual National Postal Forum in September.

The awards honor the most creative and effective business-to-consumer (B2C) and business-to-business (B2B) mail campaigns.

The Grand Champion Award, honoring the most innovative and effective B2C campaign, went to Frintz, a free-to-user service that prints physical copies of digital photos and delivers them by mail.

Each photo comes with a detachable advertising message that helps pay for the free prints.

The Innovative B2B Campaign Award went to Gunderson Direct, a San Francisco-based direct mail marketer, for its GunderSmile Happier Holidays Gift Package.

A metallic orange padded envelope, sent to 500 clients, contained positive messages — including a smart-speaker-enabled holiday message from the firm’s president — and three #GunderSmile face masks. A food bank donation was made when a recipient posted themselves wearing the masks on social media.

A complete list of winners, and a gallery of winners, finalists and honorable mentions, can be viewed at usps.com/nextgenaward.

News Briefs

Scanning snapshot

Scanning snapshot. A snapshot of Postal Service scanning data shows the national rating was 96.75 percent during the week ending Oct. 8, down 0.09 percent from one week earlier.

The data was collected Oct. 13.

WestPac led the four areas with a rating of 97.08 percent, while Southern ranked last with a 96.49 percent rating.

Among the 50 districts, Washington, part of WestPac Area, ranked first with a 97.91 percent rating, while Puerto Rico, part of Southern Area, ranked last with an 84.8 percent rating.

Scanning data allows customers to track their mail and packages, which helps USPS deliver excellent service, boost loyalty and drive revenue.

To see the latest data, go to the Informed Visibility website and select “Customer Experience,” followed by “DES 2 Scan Performance.” Postal Service employees must request Informed Visibility access through eAccess.

Delivery data. From July 1-Sept. 30, USPS delivered 88 percent of First-Class Mail on time when compared with the organization’s service standard, according to data released last week.

During the same period, USPS delivered 92.6 percent of Marketing Mail and 82.1 percent of Periodicals on time, the figures show.

Stay safe. Postal Bulletin’s Oct. 7 edition features an overview of National Cybersecurity Awareness Month, along with the latest updates to USPS policies, procedures and forms.

Got news? Email your submissions to uspslink@usps.gov.