Last weekend, the direct marketing industry lost a great innovator and champion.  Gary Taylor, founder of InfoCision Management Corporation, passed away. Everyone at InfoCision is going to miss our beloved founder and friend, and my heart goes out to the Taylor family at this time.  Click here to read the press release.

Gary will be remembered for many things, from founding InfoCision and building it into a marketing force to his tremendous philanthropy – especially in the Akron, Ohio area. But it is really important for those of us in the direct marketing industry to recognize the pioneering role Gary played in building the direct marketing – and specifically teleservices – industry into the huge, global and enormously effective force that it has become today.

Groundbreaking Industry Innovations

Beginning his career with Rex Humbard Ministries, Gary came to understand the power of personal touch in marketing. He left Humbard’s ministry in 1982, taking on the risky endeavor of starting his own marketing consulting firm with his wife Karen out of their home; and they called it InfoCision Management Corporation.  At the beginning, it was only he and his wife, Karen.  Today, just over 30 years later, InfoCision employs more than 4,000.

In 1985, dissatisfied with the results being generated by an outside call center for one of his clients, he started InfoCision’s first call center with just four Communicators on the phones.  Gary recognized that high quality people with a particular affinity for a cause would do a better job connecting with potential donors and customers. The result was a new level of excellence in teleservices that was often emulated and that propelled InfoCision to exponential growth over the next 25+ years.

It’s about the customer

Gary Taylor understood before almost anyone else in the industry that good marketing is about more than sheer volume.  It’s about providing an exceptional customer experience.  It’s about getting to know and understand the customer so you can meet their needs while also meeting the needs of your clients. This is evident in Gary’s personal business philosophy that is still in InfoCision’s mission statement to this day: A good business deal is one that is good for everyone involved.

Today we’re seeing a lot of industry focus on providing the customer with a first class experience, but here at InfoCision, we’ve known it all along thanks to Gary’s vision and leadership; and that’s why our focus on quality has never wavered, even when so many other companies were scrambling to take call center jobs overseas to cut cost. That’s also why InfoCision is the only company to win the prestigious MVP Quality Award from CUSTOMER magazine every year since the award’s inception in 1993.

Moving forward

As we move forward, the core values upon which Gary Taylor founded InfoCision will remain at the heart of everything we do as a company.  I am proud that we have a champion for those values in Gary’s son Craig, our new CEO.  Craig has already showed that his vision, instincts and dedication to ethics and quality mirror those of his father; and I am excited to see where he will lead InfoCision into the future.

We’ve been comforted by the many memories of Gary people have been sharing. If you have a positive memory you’d like to share, we’d love to hear it.