MEDIA CONTACT: Chris Ward
MEDIA ADVISORY: 10-041
RELEASE DATE: September 2010
New Exchange Experience Begins at Tinker
DALLAS – History has been made at Tinker AFB as yesterday’s BX became today’s “Exchange” with a new look and an improved shopping experience. Read more » »
MEDIA CONTACT: Chris Ward
MEDIA ADVISORY: 10-040
RELEASE DATE: September 2010
New Exchange Mobile Center Gets Troops Connected
DALLAS – The Army & Air Force Exchange Service today announced the launch of the Exchange Mobile Center, a new approach to helping military shoppers get the cell phones, wireless devices and service plans they want at the most competitive prices.
This week the first Exchange Mobile Center opens in the Fort Lewis Exchange at Joint Base Lewis-McChord. A week later, the second Exchange Mobile Center opens at nearby McChord, followed by 28 more installations this year. These attractive wireless departments within the PowerZone or Mall will provide shoppers with immediate access to the most popular phones and plans from AT&T, T-Mobile and Verizon. Shoppers can also expect expert service from trained associates and assistance with obtaining military discounts on calling plans.
“For the military shopper, it has never been easier to sort through the dizzying array of wireless choices – whether it be for the latest 3G phone, a better data plan or just the newest skin – and make smarter choices,” said the Exchange’s Senior Enlisted Advisor Chief Jeffry Helm.
Over the next six months, more than 60 more Exchange Mobile Centers will open at installations within the Continental US.
Military shoppers who prefer to buy online can also enjoy Exchange Mobile Center. By visiting The Exchange’s website, shoppers can choose from more than 180 phones, service plans from AT&T, Verizon, Sprint and T-Mobile, and a selection of more than 800 accessories, all at competitive prices. The online service offers side-by-side comparisons of phones and plans, plus tips and education on military discounts that can help save on monthly phone service Authorized shoppers can access the Exchange Mobile Center online directly at www.aafes.com/mobilecenter.
“The Exchange’s customers live a very mobile and connected lifestyle, and typically want the latest and greatest in new technology and devices,” said Chief Helm. “Exchange Mobile Center brings the wireless world to the military’s fingertips and into their stores with top brands and great services, all at competitive prices.”
This latest initiative complements the recently launched Exchange Home Services, which allows military families in the continental United States go online to compare local offerings for TV, internet and telephone, individually or bundled, to ensure they are receiving the best deals in their area.
MEDIA CONTACT: STAFF SGT. LEWIS HILBURN
MEDIA ADVISORY: 10-039
RELEASE DATE: September 2010
Army and Air Force Exchange to Salute Those ‘Still Serving’
DALLAS – As part of its annual “Still Serving” weekend, the Army & Air Force Exchange Service will salute former Soldiers and Airmen by offering unique specials and events at Exchanges worldwide September 24-26.
“Still Serving” sales and benefits information is arriving in the mailboxes of approximately 700,000 Army and Air Force retirees. The flyer offers exclusive savings on a wide variety of products including 25 percent off men’s adidas apparel, Nike caps and accessories, Hanes women intimate apparel, Rosetti handbags and Rolfs belts, $50 off any in-stock Toshiba notebook and several food court meal deals.
“At approximately 2.3 million, retirees account for 26 percent of the Exchange’s 12.3 million authorized shoppers,” said the Army & Air Force Exchange Service’s Senior Enlisted Advisor Chief Master Sgt. Jeffry Helm. “The specials offered in the flyer, combined with the host of “Still Serving” events and festivities, should provide plenty of incentive for retirees to come and rediscover the value the Exchange offers.”
In addition to the savings in-store, military shoppers will find details on a “Salute to Your Service” sweepstakes at www.shopmyexchange.com. Online giveaways during the event include an Apple 8GB iPod Touch, netbook computer, six-piece luggage set and Dyson bagless vacuum cleaner.
Authorized shoppers can learn more about activities planned for the weekend of 24 September at their nearest Exchange by calling their local store manager. Contact information for all Army and Air Force Exchanges can be found online at www.shopmyexchange.com through the “Store Locator” link.
MEDIA CONTACT: STAFF SGT. LEWIS HILBURN
MEDIA ADVISORY: 10-038
RELEASE DATE: August 2010
New Look, Same Benefit
DALLAS – When the Army & Air Force Exchange Service unveils its new brand at Tinker Air Force Base on September 17th, it will usher in a new era for Exchange shoppers far beyond the plains of Oklahoma.
“Even though there’s a new look, customers around the world will still receive the same competitively-priced products and tax-free shopping they’ve come to expect from their Exchange benefit,” said the Army & Air Force Exchange Service’s Senior Enlisted Advisor Chief Master Sgt. Jeffry Helm. “Regardless of the appearance, the benefit remains the same.”
The upgrade is happening everywhere the Exchange has a presence, including shoppers’ mailboxes and computers as the website changes to www.shopmyexchange.com and advertisements, tabloids and catalogs display a brand new ‘X’ logo.
“The ‘X’ simplifies the many terms Army and Air Force Exchanges have been known as throughout the years,” said Helm. “This endeavor marks the end of Post Exchange, Base Exchange, AAFES, ‘AFEES,’ PX and BX confusion. Now, the ‘Exchange’ stands ready to meet all authorized shoppers’ needs.”
MEDIA CONTACT: Judd Anstey
MEDIA ADVISORY: 10-037
RELEASE DATE: August 2010
Exchange Update on Track for Sept. 17th Opening
DALLAS – Just 83 days after the first construction crew entered what was the “BX,” associates at what will soon be the new Tinker “Exchange” are readying for a “brand opening” celebration that will coincide with the Air Force birthday as well as the Air Force Falcons meeting up with the OU Sooners just down the road in Norman, OK.
“The Tinker community has a lot to be excited about in mid-September,” said Store Manager Michael Patmon. “And, while I’m not an odds maker, I think the smart money is on shopping and saving at the Tinker Exchange the weekend Sept. 17. It’s going to be unique opportunity to get a sneak peak at a look that Soldiers and Airmen may be seeing for years to come.”
Elements of the new look “Exchange” will even go worldwide on the same day as www.shopmyexchange.com (formerly aafes.com) unveils branding graphics consistent with those found at Tinker on the 17th. Beyond the updated appearance, online shoppers will also notice new navigation and interactive interface elements as well as improved integration of Exchange social media pages at Facebook, Twitter and YouTube.
Those lucky enough to make their way to the Tinker AFB Exchange on the weekend of the 17th will find a host of sales, specials and giveaways to celebrate the “brand opening.”
“We’ve been working with vendor partners for months,” said Patmon. “I think shoppers who take time to stop by will be surprised not only by the appearance of the store, but the service, selection and excitement that will be on display.”
strong>MEDIA CONTACT: Chris Ward
MEDIA ADVISORY: 10-036
RELEASE DATE: August 2010
Army and Air Force Exchanges Listen…and React
DALLAS – Improved stock assortments, a revamped customer comment program and a focus on social media are just a few ways Army and Air Force Exchanges are listening and adjusting to military shoppers’ needs.
As seen in the recent rollout of Vera Bradley and Coach Store In Store (SIS) concepts, along with Victoria’s Secret Pink, Exchanges continues to focus on new, trendy and updated styles as well as recognizable name brands.
In an effort to meet a continuing demand for more of the best brands at the best prices, upcoming rollouts will also include Ladies Izod and Lauren-Ralph Lauren SIS concepts.
In addition to the increase in selection, Army and Air Force Exchanges are developing an internal system to better assist associates in determining demographic factors when procuring fashion merchandise.
A web-based learning course has also been created to aid in the merchandising of fashion goods and customer service.
“We’re continually adjusting the stock assortment to ensure we have what military shoppers want and need,” said the Army & Air Force Exchange Service’s Senior Enlisted Advisor Chief Jeffry Helm. “At the same time, we are reaching out to the military community to find out what they’d like to see more of and what they want less of.”
Customer feedback continues to be instrumental in allowing the Exchange to better serve military consumers and improve their overall shopping experience. The Customer Comment program, for example, was recently redesigned for 2010 to include postage-paid comment cards as well as new signing and fixtures to make it easier for military shoppers to provide input to Exchange managers.
Customer comment cards that encourage shoppers to see local managers for on-the-spot corrections or to submit a comment online at shopmyexchange.com, through an 800 number or by mail are available at all Army and Air Force Exchange locations.
A recently signed Memorandum of Understanding with the Department of Defense Washington Headquarters Services and Evaluation Division now even allows for the central management of all AAFES-related Interactive Customer Evaluation (ICE) comments. The result is more data captured regarding customer satisfaction, trends and issues, providing a “bigger picture” of what military shoppers are saying about the Exchange.
“By placing a greater emphasis on these customer feedback initiatives, we have nearly doubled the amount of customer comments from this time one year ago,” said Helm. “As a result, this invaluable feedback is helping direct efforts towards delivering a stronger benefit.”
Beyond one-on-one communication, the Exchange is continually engaged in public conversations with military shoppers through social media channels such as Facebook and Twitter. In fact, an expressed interest in extended savings opportunities in these venues prompted the creation of a recently launched program that makes coupons exclusively available through the Exchange’s Facebook page.
MEDIA CONTACT: Judd Anstey
MEDIA ADVISORY: 10-034
RELEASE DATE: August 2010
AAFES Working Double Time to Correct Inadvertent Charges
DALLAS – Numerous transactions at Army and Air Force Exchange operations are experiencing a double whammy no one saw coming; a processing error resulting in duplicate charges on credit and debit card transactions.
“Shoppers who swiped their cards anytime between Aug. 7 and Aug. 9 at an AAFES facility are strongly encouraged to review their statements to see if they are impacted by this issue,” said AAFES’ Chief of Staff Col. Virgil Williams. “If a customer finds a billing anomaly, no action will be required on their part as we’re working to correct inaccuracies on their behalf.”
Scores of associates from AAFES’ Information Technology and Finance and Accounting teams are working around the clock to remedy any and all erroneous charges created as a result of the processing error.
“We’re putting all the resources we have towards doing the right thing for customers affected by this unfortunate turn of events” said Williams. “If there is an overdraft fee as result of a duplicate charge, we’re going to fix it. Our priority is to take corrective action as quickly as possible and return customers’ accounts to the exact state they were prior to this glitch.”
The processing error that produced duplicate charges affected AAFES locations worldwide. Depending on the type of card used, corrective action could be visible to the customer anywhere from 24 hours to a couple of weeks.
“The timeline is subject to a number of variables,” said Williams. “Regardless, we want exchange shoppers to know that every possible measure is being taken to eliminate any additional charges and rectify any concerns created as a result of this processing miscue.”
MEDIA CONTACT: Judd Anstey
MEDIA ADVISORY: 10-033
RELEASE DATE: August 2010
AAFES Inspector General Offers Discount for Shoppers’ Input
DALLAS – As the Army & Air Force Exchange Service’s Inspector General’s office prepares for its annual worldwide inspection of exchange operations, it’s appealing to authorized shoppers at select locations to provide feedback on customer relations and support.
To ensure as many people as possible are given the opportunity to provide input, authorized shoppers who use facilities the AAFES IG will be visiting are invited to participate in a quick survey concerning exchange operations.
For their time, shoppers will receive either a coupon for 10 percent off an Exchange Online Store order or a voucher for a $3 discount that can be applied to a BX/PX in-store purchase of $20 or more. The AAFES IG survey is available at www.aafes.com/IGsurvey.
Locations eligible to participate in the survey and receive the discount, now through the end of Sept. include:
“We want to hear from as many authorized shoppers, at the 19 locations we will be visiting, as possible” said AAFES’ IG Chief of Inspections Maj. Sonia Leach. “The survey takes only three to five minutes and is a win-win situation for us all. The patron receives helpful savings and we gain the benefit of their input for our inspection.”
The AAFES IG directive in 2010 is to assess the command’s compliance with policies and procedures specific to delivering what customers want, when they want it and how they want it. At the conclusion of the assessment, the IG will provide a final report to the AAFES Commander detailing the effectiveness of programs related to customer satisfaction.
MEDIA CONTACT: Judd Anstey
MEDIA ADVISORY: 10-032
RELEASE DATE: August 2010
Tinker Prepares to Put the “Change” in Exchange as Renovation Continues
DALLAS – Like a jet being prepped for flight, the Tinker Exchange is undergoing an intensive preflight check list as a host of associates and contractors prepare for the stores re-grand opening Sept. 17.
From floors to décor, the facility has already undergone a substantial transformation since work began on June 1. Since then, 75-100 construction personnel have been on site every day, working around the clock to rebrand the facility in an image that is eventually expected to be rolled out to Air Force and Army installations worldwide.
“It’s been a chaotic process behind the scenes, but we’ve taken every precaution possible to ensure it doesn’t appear that way to shoppers,” said the Tinker Exchange’s Store Manager Mike Patmon. “Like any good air or ground crew, we have teams working in multiple areas, but all activities are synchronized to produce the same result. Once we’re done removing old fixtures, redoing the floors and changing the layout of the store, the facility is going to feel ‘brand’ new.”
The countdown to lift off is on course according to Patmon who says that, despite the compressed timeline of just 116 days, renovations are on schedule and completed sections, such as the new Customer Service area, are already receiving positive reviews.
“This is something, I wasn’t expecting this,” said retired Airman Topper Coats while shopping the exchange in July. “I like it.”
While there are no missiles or avionics related to Exchange’s rebranding mission at Tinker, all members of the team are committed to a successful launch in anticipation of making the facility not only easier to shop, but more enjoyable to visit as well.
“We’re not just changing signs and slapping on a fresh coat of paint,” said Patmon. “Everything, from our approach to customer service to the ways customers interact with the merchandise, is being refashioned as we prepare to go ‘wheels up’ on our flight to deliver a world-class Exchange benefit to Team Tinker.”