UpFront: From ABC's President & COO
Years back when I took the helm as President and COO of ABC Global Services, I made a commitment to create a fluid entrepreneurial organization that was truly connected with its customer base. I undertook the challenge that I or someone from ABC would visit and be in touch with every ABC customer, at home or abroad.
My goal was simple: for ABC to meet and interact with you and your teams, and understand your company and clients’
needs. Further, I wanted to make sure that your organization understood how to access ABC’s products and tools to make
your jobs more efficient and successful. Ultimately, I wanted to make certain that ABC was consistently providing the solutions
to meet and exceed your company’s unique needs and those of your clients. Over the years through online and live meetings,
including UpClose with ABC Global Services™, we have upheld my commitment. With customers located at more than 7,000
locations throughout the world, the task could be daunting were it not for our employees who are dedicated to this goal.
While ABC and our industry at large has changed and developed since my initial pledge, it remains alive and well in 2011. It is
a principal guiding force supporting our mission and how we do business. Recently we created a team of professionals entrusted
with this agenda: ABC’s Key Account Management (KAM) group. Key Account Management Makes it Happen. ABC’s Key Account
Management department (see p. 3 for details), is your lifeline to, and liaison with, ABC. As your dedicated representatives, they
are ABC’s channel allowing us to interface with you regularly. Experienced industry professionals, they utilize every opportunity
and technique at their disposal—live or electronic—to ensure we are on track and meeting your needs, especially as changes
occur and new needs surface. This talented group gives me more confidence each day that we are fulfilling my past goal as well as
today’s new objectives, and that we are equipped to continue to do so into the future.
Virtual and Live. Technology—whether email, webcast, mobile applications, instant messaging or conference calls—has become essential to business today, allowing for quick, efficient communication. In addition, it has contributed to the growth of
the virtual office. Most of us agree that there is tremendous value in being “present in person” with our customers as well. In fact,
results of a study published in B-to-B Magazine bears this out. Conducted by Cornell University’s School of Hotel Administration
and Maritz, the study appeared in a joint white paper, “The Future of Meetings – The Case for Face-to-Face.” It cited three
reasons live events continue to be essential to business success:
- In-person events are better suited for capturing attendees
attention
- Live events inspire positive emotions especially about the
producers of the event and
- Face-to-face meetings build networks and relationships
The study noted that in a virtual meeting environment, people tend to multitask and filter things out more readily, rather than focusing
almost exclusively on the person(s) with whom they are interacting.
At ABC Global Services, we balance virtual communication with traditional live meetings, understanding that both have their
place in how we achieve business success and maintain long-term partnerships. If you have not seen or heard from anyone at ABC
recently, please reach out to me (bpatterson@abcglobal.travel /
+1.312.462.1977) or Key Account Management (kam@abcglobal.travel / +1.312.462.1965), so we can help fulfill our goals.
On behalf of all of us at ABC Global Services, I look forward to optimizing all these methods, and those that have yet to emerge, in
strengthening our partnerships and mutual business success. As we move into the year’s fourth quarter, I wish you continued prosperity
and thank you for your business!
Best regards,
Beverlee S. Patterson
President & COO