Quadient Blog

Connecting ideas and people.

Customer Communications – It’s a DIY job

Posted by Tim Dimond-Brown on Thursday, March 15, 2018 - 19:57

Recent energy industry announcements, such as IKEA working with “Big Clean Switch” to provide cheaper 100% renewable energy to UK households, have reinforced the need for excellent customer communications. 

Inspire R12 Excitement

Posted by Scott Draeger on Monday, March 12, 2018 - 17:14

On February 28, the last of the Inspire R12 FMAP (First Mover Advantage Program) builds were posted to our release site, meaning the first Windows version of Inspire R12 with documentation in English is complete. The Release Notes document is 64 pages, and the “New Features 12.0” document is 184 pages long. Keep in mind that this was a 16-month development program, which delivers Quadient clients best in class ROM (Return on Maintenance.)

Dear (First Name) - It's Time to Get Personal

Posted by Rob Daleman on Monday, March 12, 2018 - 16:05

A friend of mine once worked for a large manufacturing company in a very competitive industry. Many of the company’s customers had been long-time clients—some for over a decade and more. 

When I asked my friend what the company’s secret was, he said it was the owner and his belief in the personal touch.  

Financial services apps in the future: Don't bank on it

Posted by Antoine Hemon-Laurens on Thursday, March 1, 2018 - 19:43

You can pretty much guarantee that any bank you hold an account with will have its own mobile app: they’ve become a must-have over the last decade. However, the shape of the industry is changing, which means banking apps are not guaranteed to be here in the future.

6 Reasons to Attend Quadient's SP Transformation Day virtual event

Posted by Rob Daleman on Thursday, February 22, 2018 - 01:28
A quick infographic outlining the top reasons why every Print Service Provider, Service Provider and BPO needs to attend this inaugural virtual event on February 27th at 9am EST to learn more about how their business can achieve digital success.

Measuring Results is the Key to Nailing Down Future CX Program Success

Posted by Tamir Sigal on Tuesday, February 20, 2018 - 20:42

I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. 

For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.

The importance of accurate measurements can also be applied to a company’s CX program.

Clear and proactive communication: A purr-fect response to emotional support pet requests

Posted by Tim Dimond-Brown on Friday, February 16, 2018 - 22:14

There have been lots of headlines about people bringing ‘emotional support pets’ - such as ducks and pigs - on aeroplanes recently. As this is a very visual story, it’s little wonder that these images of animals on flights have been going viral, with a huge amount of shares on social media sites. 

Three steps for great airline customer communication during turbulent periods

Posted by Tim Dimond-Brown on Friday, February 16, 2018 - 21:17

The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday. Of course the majority of holiday plans are executed without a hitch, but just as there can be no guarantees that the weather will be warm and sunny, there is no way for airlines to forecast and prevent potential delays and cancellations that may lay ahead. 

The Service Provider Digital Transformation Model

Posted by Rob Daleman on Tuesday, February 13, 2018 - 19:41

We've heard it before - the democratization of IT and the prevalence of mobile technology has fundamentally changed consumer behavior and expectations.  

In addition, businesses are struggling to keep up with the rapid growth in data while adhering to new legislation.  How many are caught in an innovator's dilemma?   (https://hbr.org/2011/11/why-does-the-innovators-dilemm).  

Closure of ‘Future Energy’ underpins the need for a proactive customer communication strategy

Posted by Tim Dimond-Brown on Monday, February 12, 2018 - 22:29

Within the last couple of months there have been multiple news stories of energy providers closing: first Brighter World Energy closed its doors, then Future Energy, went out of business. 

Why every Print Service Provider should have a first aid kit for data

Posted by Esther Labrie on Wednesday, February 7, 2018 - 22:07

As a Print Service Provider (PSP), you are uniquely positioned to benefit from the symbiotic relationship between data and communication, you may still be reluctant to pursue expansion due to common data obstacles. For instance:

Print Service Providers: do you know how to grow your business?

Posted by Esther Labrie on Wednesday, February 7, 2018 - 21:51

Printers have been leveraging data quality tools for decades. When postal authorities enacted regulations to reduce the amount of undeliverable-as-addressed (UAA) mail to drive down the costs of mail delivery, Print Service Providers (PSPs) were forced to respond by improving their internal processes. At the same time, the print industry itself wanted to reduce the operational costs associated with returned mail and duplicate pieces, a set of problems that was also mitigated with improved data processes. 

Evolution of the Mail Delivery Tracking Service: And How to Unleash the Insights of Your Mailing Efforts to Grow Your Business.

Posted by Anita Wood on Wednesday, January 24, 2018 - 16:52

As USPS® Informed Visibility® (IV®) becomes real, it is important to consider how this changes mail tracking for you. With the additional insight into the mail stream, along with near real-time availability of the scan events, you can do more for your business.

What is IV exactly? The program consolidates mail tracking into a single system to provide mailers visibility of letters and flats and their aggregates (bundles, handling units, and containers).

What’s different with IV?

Come rain or shine, hot and cold, how do you keep your customers informed?

Posted by Tim Dimond-Brown on Tuesday, January 16, 2018 - 23:11

Centrica has appeared in the news several times in the past month, as it has demonstrated many of the challenges that Big 6 energy companies now face. From adapting strategy and cancelling its standard variable tariff to prepare for the introduction of fixed energy prices, to seeing its share price fall thanks to increasingly powerful, and increasingly mobile, consumers deciding to take their business elsewhere.

Top 4 mistakes companies make when it comes to personalization

Posted by Stephanie Clarke on Thursday, January 11, 2018 - 21:46

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty.

Top Reads of 2017 feature Quadient

Posted by Scott Draeger on Thursday, January 11, 2018 - 20:04

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies. 

How to Offer a Successful Employee Onboarding Experience

Posted by Laurent Ghio on Thursday, January 11, 2018 - 04:14

Working with many companies around the world , it became apparent that large organizations could apply the customer journey mapping technique to internal needs like mapping the employee journey.

4 reasons why low-code digital experience platforms and business user empowerment are more than just buzz words

Posted by Antoine Hemon-Laurens on Wednesday, January 10, 2018 - 20:37

Low-code digital experience platforms that offer business user empowerment help deliver successful digital transformation projects, with less reliance upon digital expertise and IT teams. 

However, successful digital transformation projects cannot be delivered with just technology. Digital transformation is a much larger play than technology only, and a low-code digital experience platform is just one element of the larger puzzle.

Master your data and you’ll master omnichannel

Posted by Esther Labrie on Wednesday, January 10, 2018 - 05:23

Data is collected and processed in a variety of systems; CRM and financial applications, call centres, external data suppliers and more. Every data source has its own unique format, which means that customer data is stored differently depending on the particular system, and probably exported in a variety of ways as well. The syntactical and semantic validity of data sources varies greatly, such that a particular individual stored on multiple systems may not be recognized from one to the next. In addition to inconsistency, data may be incomplete, inaccurate, or just plain outdated. 

How to Meet the Demands of Today’s High Net Worth Customers

Posted by Stephanie Clarke on Tuesday, January 2, 2018 - 08:04

Over the past decade, global growth has led to an increase in the number of high net worth individuals (HNWIs). 

Check out these fun facts: