1. IDENTIFY. NURTURE. ENGAGE. DELIVER.
nurture engage deliveridentify
Delivering one-to-one customer experiences through integrated marketing
and customer support solutions.

2. IT’S ALL ABOUT CONNECTIONS
Making them, strengthening them, keeping them.
Every customer is unique. From the offers that make them respond to their preferred
communication channel – your customers all want, need and expect to be engaged in a way
that personally speaks to them. We understand the power of personalization. That is why
developing one-to-one experiences that communicate with customers at every touchpoint,
every time is the focus of our business. At Dialog Direct, our marketing and customer
engagement solutions have one mission in mind:
To help brands connect and engage with their customers by creating
personalized and relevant dialogue throughout the entire customer journey.
By taking customers on this personalized journey, we’re able to create remarkable outcomes
for our clients, from more qualified leads, to increased revenue or improved customer
satisfaction. With a team that is 4,500 strong across 15 locations, we are a marketing and
customer provider offering a full range of services all designed to help you build lifelong
customer relationships, including:
• Data analytics and predictive modeling • Campaign management
• Customer service and sales support • eCommerce platforms
• Multichannel direct and digital marketing • Fulfillment and warehousing
This approach of turning insights into experiences – combined with our success in
higher ROI and sales, lower operational costs, more efficient processes and increased
brand loyalty – is why more than 250 global brands and Fortune 1000 companies have
trusted our team to engage with their customers for nearly four decades.
PERSONA-
BASED
MARKETING
RELENTLESS
PURSUIT FOR
THE CUSTOMER
EXPERIENCE
ANALYTICS
& PREDICTIVE
TECHNOLOGY
VISION INTO
THE CUSTOMER
JOURNEY

3. TURNING INSIGHTS INTO EXPERIENCES
Our Integrated Engagement methodology reflects a series of competencies that overlap to
successfully communicate with your customers. Our process is deeply rooted in data and customer
behavioral analytics, which drives the cycle of strategy, creative, channel management and execution.
While the tools are very important, we find that the best results come from a coordinated team
that spans different disciplines working together to drive a specific outcome. The graphic to the
right illustrates the infinite loop that we follow to coordinate our efforts.
Business Strategy and Account Management Teams – Work with our clients to understand the
objectives of the marketing program and to provide historical insight and industry knowledge.
These groups provide proactive analysis to identify streams of messaging to trigger the desired
behaviors of defined consumer segments.
Project Management Team – Encompasses the entire program with planning, control and status
updates to all stakeholders. The Strategy team coupled with the Business Analyst team design
the data requirements, data acquisition needs and data hygiene requirements.
Analytic, Strategy and Data Science – Work with the Strategy and Operations teams to source
third-party data and assimilate it with web behavior and client data to build greater insight into
the consumer profiles. From the data sets, the team produces specifics algorithms for the preferred
marketing program (i.e., propensity to purchase models or churn models).
Creative Services – Data and creativity work together to create a sustained emotional connection.
Our in-house creative team works in conjunction with your brand to create a cyclical generator of
inspirational emotionally driven ideas. The goal is to deliver the right emotional message at the
right time through a fusion of data and creative.
Production and Marketing Operations – Provide the full ecosystem of technology that enables
integrated engagement. Some key elements include campaign management to synthesize the
data, segmentation, messaging and channel execution for both digital and traditional channels.
The system also creates automated control groups (A/B testing) stratified by cluster/segment to
self-adjust the weighting to optimize the offer results.
Quality Team – Monitors and reports on quality throughout the system.
Multichannel Delivery – The campaigns are intelligently designed to leverage digital and
traditional direct marketing channels. They are also optimized to leverage the rich data and
unique relationship-building opportunities found in the contact center.
Data is collected from all internal and external touchpoints during the multichannel delivery
execution and fed back into the campaign database. The Business Strategy and Account Management
teams meet with all stakeholders to review results and modify strategy and execution as needed.
INTEGRATED ENGAGEMENT METHODOLOGY
BUSINESS STRATEGY TEAM
PROJECT MANAGEMENT
ACCOUNT MANAGEMENT TEAM
Analytics
Strategy
(Collaborative)
Quality
Control
Creative Services
Multichannel
Campaign
Management
Data
Data Acquisition
Data Modeling
Data Hygiene
Messaging
Art Direction
Copy Writing
Data DRIVES the messaging | Analytics DRIV
ES
thecreative
Data DRIVES the Messaging | Analytics DRIV
E
the
Creative
Multichannel
Delivery
Execution
BUDGET | FINANCE | WORKFLOW | APPROVAL | ASSETS
Production/Ops
Digital
Outbound Call
Print
Outbound & Inbound Channels
Direct Mail | Engagement Center |
SMS Text | PURLs | Website | Video

4. ONE PARTNER …
MANY AWARD-WINNING SOLUTIONS
We apply our mission of creating remarkable, long-standing engagements across our
end-to-end engagement solutions. Sourced individually or leveraged together, our
focus is to always deliver on your desired outcome. Whether that means attracting new
customers, generating more revenue, strengthening loyalty or creating a remarkable
customer experience – we can identify, nurture, engage and deliver at any point along
the customer journey.
By choosing to work with Dialog Direct, you’ll have the convenience of collaborating
with one strategic partner with end-to-end capabilities that keep you connected and
engaged with your customers along the entire customer journey.
TO LEARN MORE ABOUT HOW OUR SERVICES CAN HELP YOUR
COMPANY IMPROVE THE CUSTOMER EXPERIENCE, CONTACT US
AT 800-523-5867 0R WWW.DIALOG-DIRECT.COM TODAY.
nurture engage deliveridentify
IDENTIFY
Data Analytics
Source Third-Party Data
Develop Assimilated Data Sets
Consumer Segmentation
Predictive Algorithm
Development
Control Group Definition
Response and
Attribution Analysis
Data Visualization
Lead Generation/
Qualification
Social Conquesting
NURTURE
Campaign Strategy
Data Mining
Customer Segmentation
Customer-Event Triggering/
Message Streams
Marketing Automation
Channel and Offer
Management
Campaign Optimization
Customer Journey
Mapping
Effortless Paths
NPS Analysis
Social Media Strategies
24/7 Monitoring
and Engagement
Brand Reputation and
Crisis Management
Quality Assurance and
Customer Loyalty Programs
Social Analysis and Reporting
ENGAGE
Digital and
Direct Marketing
Variable Digital Print
Email/SMS
Interactive Video
Direct Mail
Lettershop and Finishing
ePublications
PURLs
Creative
Customer Engagement
Multichannel
Customer Service
Product/Service Sales
Program Enrollment
Help Desk/Tech Support
Appointment Scheduling
Inbound/Outbound
Social Media Customer Service
DELIVER
DialogeCommerce
Storefront Development
Trade Fulfillment
Inventory Control
Warehouse Management
Print-on-Demand
eFulfillment
DialogFulfillment
Order Management
Custom Kitting
Bulk Distribution
Warehousing
Shipping and Logistics

5. OUR SERVICES
Sourced individually or leveraged together, our services are designed to
help you save time, save money and simplify your business by keeping
customers engaged throughout their entire journey.
Better marketing begins with better data. Smart data that lets you know
how, why and when a customer will respond … before contact is even made.
Our data scientists analyze and evaluate data to define optimal strategies for
you to utilize in your business processes. Using this insight, you can:
• Define emotional triggers that drive response
• Employ critical, actionable information
• Create future value through predictive models
Persona-based solutions result in dramatic sales lift and retention.
Segmentation | Predictive Modeling | Response Analysis | Testing |
Data Visualization | KPI Reporting
It’s a fact, loyal fans are key for any successful brand. That’s why strategic
loyalty campaigns are so important – they can help you retain your most
valuable customers or reach out to new ones. Using real-time market insights,
our dialog campaign experts will help you develop long-term loyalty campaigns
that will enable you to:
• Improve management of the customer lifecycle
• Create multichannel, multitouch programs
• Maximize response with more targeted messaging
All of this combined means a better overall experience for customers … and
reduced operating costs for you.
Strategy | Customer Event-Triggering | Cross-Channel Marketing |
Campaign Optimization
Smarter Data • Smarter Insights • Smarter Prediction
Lifecycle Strategy • Campaign Manager • Digital Manager

6. Phone calls. Emails. Texts. Social media. However you connect with customers,
we can help make it a positive experience every time. With expertly trained
advocates in 16 contact centers across the country, our team can support your
brand with customer service, outbound telemarketing, sales, tech support and
social media monitoring. These services can help you:
• Keep dialogue open and seamless in multiple channels
• Optimize call success with predictive call routing
• Increase sales and attract more loyal customers
Our advocates become an extension of your brand and can provide support
in 11 different languages, 24/7.
Customer Service | Product/Service Sales | Program Enrollment |
Help Desk/Tech Support | Appointment Scheduling | Inbound/Outbound
Define your message and deliver it in the most effective way with our
DialogMarketing services. Using the perfect mix of print, digital and social media,
we’ll help you create insights-driven communications, including personalized
video content, direct mail, URLs, email and ePublishing. These will help you:
• Reinforce messages across multiple channels
• Stand out from the clutter with unique designs
• Increase response by tailoring each message
And, everything can be designed and produced by our award-winning,
in-house creative team.
Variable Digital Print | Direct Mail | ePublications | Fulfillment | PURLs
Interactive • Variable Digital Print • Traditional Print • Creative
B2B Suite • B2C Suite • Event Suite
Sales • Service • Support • Lead Gen • Social
You want to ensure your customers have the best online shopping or service
experience possible. But the inability to handle multiple sales and distribution
channels can make this a challenge. It slows order processing, disrupts record
filing and causes other delays in the pipeline. Our team will customize
integrated systems that will help you:
• Manage multiple sales and distribution channels
• Decrease order processing time
• Streamline record keeping
Plus, with our sophisticated eCommerce interface, you can combine B2C
and B2B on one platform.
Website Design | Inventory Control | Warehouse Management |
Print-on-demand | eFulfillment
Whether it’s a consumer sale or part of your internal marketing supply chain,
our DialogFulfillment team can help you develop streamlined processes
to better respond to any order or request. From fulfillment and custom kitting
to warehousing and inventory control, our end-to-end services can help you:
• Ensure timely and accurate delivery
• Fulfill product and sample orders in real-time
• Manage inventory and distribution schedules
In addition, you’ll have access to our more than one million square feet
of warehousing space.
Order Management | Custom Kitting | Bulk Distribution | Warehousing | Logistics
Order • Mailing • Kitting • Rebates • Samples • Warehousing
TO LEARN MORE ABOUT HOW OUR SERVICES CAN HELP
YOUR COMPANY GENERATE MORE LEADS, CONTACT US
AT 800-523-5867 0R WWW.DIALOG-DIRECT.COM TODAY.

7. WHY WE DO WHAT WE DO
We believe that the customer experience matters. In fact, by 2020, customer experience
will overtake price and product as the key brand differentiator. (Customers 2020 Report)
Personalization is a strategy we believe in for delivering a positive customer experience
that is personal, relevant and convenient. Technology for personalization enables this
strategy by providing services like dynamic insertion, variable print, scripting and imagery.
Using persona-specific communications, Dialog Direct helps market to what speaks to the
individual, not the masses, resulting in higher response and conversion rates.
Mapping “In-Between” Moments.
While lead generation, sales and service are key to any program, what makes the customer
experience truly unique are the moments in-between. Whether it’s sending a thank you or
being there to answer questions, how you communicate with your customers between buying
cycles can determine their long-term brand loyalty. That is why we focus on identifying
opportunities that help your customers stay engaged throughout the entire customer journey.
Variable digital print direct mail pieces speak to the individual buyer personas with targeted
content and graphics.
BOB
Male
Age: 65+
Wealthy
Retiree
Using sophisticated analytics, we trigger message streams based on content and channels
that are most likely to engage the individual buyer persona.
SALLY
Female
Age: 35-45
New Mom
BOB
Male
Age: 65+
Wealthy
Retiree
OUTBOUND CALLDIRECT MAIL EMAIL
SALLY
Female
Age: 35-45
New Mom
WEBSITE VIDEOEMAIL SOCIAL
“BY 2020, CUSTOMER EXPERIENCE WILL OVERTAKE
PRICE AND PRODUCT AS THE KEY BRAND DIFFERENTIATOR.”
Customers 2020 Report

8. Realizing that every client and industry is different, we fine-tune our competencies to the
unique needs of specific verticals. As a result, we’ve helped many of the best-known brands
connect and engage with their customers, employees, dealers and prospects to attract new
business, generate revenue and improve the overall experience.
Having worked with most well-known automotive brands,
we’ve developed programs that support various aspects of the
ownership lifecycle, including:
• Lead generation and nurturing (OEMs/dealers)
• Dealer operations, recall programs and POS fulfillment
• Extended service contract marketing
• Appointment setting and customer follow-up
From lead to start to alumni relations – we help bring school
brands to life with rich conversations and communications
throughout the student lifecycle, including:
• Lead generation, admissions and enrollment
• Onboarding, welcome calls and orientation kits
• Student surveys and retention modeling
• Career planning and alumni relations
We develop personalized, multichannel communications and
cost-effective supply chain solutions that drive sales and create
a positive brand experience.
• Product/materials warehousing and fulfillment
• Sampling, loyalty and rebate management programs
• Sales and account management
• Broker and distribution services
We’ve helped our clients acquire services, retain customers,
and optimize their operational processes. Some of these
solutions include:
• Enrollment marketing programs
• Policy sales and lead development
• Member engagement programs
• 5-Star programs
When it comes to selling, servicing and retaining health, life,
Medicare and P&C insurance plans, we’ve got our clients covered.
• Insurance sales, applications and open enrollment
• Customer service; claims processing and renewals
• Seminar marketing and appointment setting
• Senior insurance and financial marketing
We develop cost-effective ways to stay compliant, market products
and identify/reach potential audiences for new pipeline drugs.
• Sample distribution and management
• Marketing collateral distribution and management
• Clinical trial support programs
• Loyalty and rebate programs
We help our clients utilize customer preferences and
personalization to increase brand loyalty through effective
multichannel engagement and marketing strategies.
• Personalized marketing
• Loyalty programs
• Reservations
• Group and tour services
UNIQUE SOLUTIONS FOR
ANY INDUSTRY

9. A WORLD OF POSSIBILITIES
Create positive impressions that last a lifetime – the mantra we live while delivering engaging
and inspiring interactions. We believe that we have the power to make a difference in someone’s
day, each and every day. Whether that is through teaching a senior how to text a picture to their
grandchild, to helping thousands save their homes from foreclosure, to ensuring a new mother
receives formula samples, our team members exude a culture dedicated to service. That’s not
all – the workplace here is a product of many things: passionate people, charitable giving and
lots of fun! We invite you to experience all Dialog Direct has to offer yourself!
DESIRE GROWTH
BE PASSIONATE
DO THE RIGHT THING
CUSTOMER OBSESSED
ENGAGE TO AMAZE
WORK AS A TEAM
ACT AS A FAMILY
ENABLE SUCCESS
OUR VIBES
“DIALOG DIRECT PUTS CUSTOMERS FIRST,
GOING ABOVE AND BEYOND TO ENSURE
INDIVIDUALS’ NEEDS ARE MET TO THE
FULLEST EXTENT POSSIBLE.”
Bill Crutcher
-President of the National Customer Service Association
WE ALSO HOLD A NUMBER OF
CERTIFICATIONS, INCLUDING:
ISO 9001
ATA/SRO-Certified
HIPAA
SSAE-16/SAS 70
CMS
FDA
Six Sigma
Food Packaging Accreditation
Good Manufacturing Practices

10. American Fork, UT
Billings, MT
Denison, TX
Fort Worth, TX
Waukesha, WI
Highland Park, MI
(HEADQUARTERS)
Auburn Hills, MI
Costa
Rica
Piscataway, NJ
Robbinsville, NJ
Orlando, FL
Grand Rapids, MI
Holland, MI
Rochester Hills, MI
Troy, MI
AROUND THE CORNER,
AROUND THE GLOBE
Locations
Square Feet of Production
and Warehouse Space
15
Languages Supported
11
4,500+Team Members
1MILLION
TO LEARN MORE ABOUT HOW OUR SERVICES CAN HELP
YOUR COMPANY INCREASE SALES REVENUE, CONTACT US AT
800-523-5867 0R WWW.DIALOG-DIRECT.COM TODAY.
WE BELIEVE
We believe in our people.
We believe customers want to be understood, and have their problems solved the first time.
We believe we can make a difference in the lives of our customers.
We believe in doing what is right, even when no one is looking.
We believe continuous improvement is the only way to move forward.
We believe in making the complex, simple.
We believe in being accessible and relevant.

11. HEADQUARTERS
13700 Oakland Ave.
Highland Park, MI 48203
800-523-5867
WWW.DIALOG-DIRECT.COM
513522_77b
Dialog Direct is a marketing and customer engagement solutions provider focused
on helping brands connect and engage with their customers – generating leads,
increasing sales and providing superior customer engagement solutions that
create remarkable experiences. We do this by creating personalized and relevant
dialogue throughout the entire customer journey.