Quadient Blog

Connecting ideas and people.

Calculating the True Cost of Your Customer Communication Strategy

Posted by Scott Draeger on Monday, January 21, 2019 - 17:21
Editor's Note - This article was originally published in Document Strategy Media on January 8, 2019. As customer experience (CX) thinking continues to take center stage in leading enterprises, customer communications are seen as critical for bringing improved customer experiences to fruition. In shifting customer communication to a strategic function, it is important to know the true costs involved in communicating with customers in order to have a clear understanding of the return on investment.

Want to stay ahead of the game? Make sure you know your customer’s journey

Posted by Laurent Ghio on Thursday, January 17, 2019 - 17:35

For almost every industry, the balance of the power is with the customer as a result of digital technologies. More and more customers are using digital tools and platforms to research, plan, book, transact and share what they do with organizations and the number of people who do so is growing steadily.

 

Customer Blog: Preparing an executive demo of Quadient® Inspire

Posted by Mitch Kocen on Thursday, January 3, 2019 - 22:09

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation. How are you going to wow them?

TAM: it stands for “Technical Account Manager” and “Success”

Posted by Greg Park on Tuesday, December 11, 2018 - 23:24

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

 

Customer Blog: Quadient® Inspire sets the standard for CCM

Posted by David Nixon on Tuesday, December 11, 2018 - 22:42

My experience with Quadient Inspire started around five years ago, when it was chosen to be the single platform at New Zealand Post Limited that replaced a mixture of nine different legacy platforms.

Inspire was the first composition tool I encountered where there wasn’t a reliance on at least one other software tool to do pre- or post-processing steps to enable an end-to-end solution for customers.

How to know if Mr. Müller and Mr. Muller are the same person

Posted by Esther Labrie on Tuesday, December 11, 2018 - 18:03

The Internet and digital communications capabilities have allowed organizations in every industry to expand business beyond their home borders and attract customers from around the globe. If companies want to maintain their global footprint and continue to grow, it’s imperative that they can trust their global data.

 

7 Deadly Service Provider Sins to Avoid this Halloween

Posted by Darren Collins on Thursday, October 25, 2018 - 20:07
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT)

Enhance CX by capitalizing on these key trends from APAC

Posted by Elicia Chan on Tuesday, October 9, 2018 - 22:32

Organizations that have made the commitment to being customer experience (CX) oriented generate 5.7 times more revenue than companies that haven’t made customer experience a priority.

Studies show that 81% of customers are willing to pay more for good service.

Companies that deliver a great customer experience outgrow companies that do not.

Brands that provide a superior customer experience become more profitable.

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Tuesday, May 1, 2018 - 15:32

Disruption is the new normal in almost every industry.  In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat.

 

Attitudes on Business graphic

 

Why customer retention deserves your attention

Posted by Scott Draeger on Thursday, April 26, 2018 - 16:14
In a study by Sitecore and Forbes Insights, the top marketing priority for 58% of respondents was attracting new customers. 40% cited their top priority as turning current customers into customers for life. What the study didn’t indicate was that those 58% who are focused on attracting new customers are making a mistake. Here are some compelling facts to support this argument...

Are CXM and CCM converging?

Posted by Rob Daleman on Wednesday, April 25, 2018 - 02:05

The merger of CXM and CCM just makes sense

In 2005 Procter & Gamble (P&G) announced the purchase of razor company Gillette for $57 billion in stock. The impetus for the merger was the end goal: P&G wanted to spark internal growth and innovation in their company by incorporating many of the processes Gillette employed in theirs. 

How to deal with the forces impacting your CX

Posted by Arianna Valentini on Tuesday, April 17, 2018 - 20:20
Think about the last time you had a bad customer experience - what did you do? Did you lodge a complaint with the organization or just tolerate the interaction? Maybe you simply switched to a competitor after that bad experience. Leaving is now the norm, according to a recent European study an average of 76% of consumers said they would leave a business if it didn’t meet their customer experience standards. The “disappearing customer” is the result of customer experiences falling short once someone enters your doors. The impact of this to your business is lasting and possibly damaging.

Quadient selected to speak at the National Postal Forum, May 6-9 in San Antonio, Texas

Posted by Bob Schimek on Thursday, April 12, 2018 - 18:47

The National Postal Forum (NPF) is well known to be a great event for educational sessions and networking. Quadient is proud to have several speakers and educational workshop sessions selected for this year’s NPF in San Antonio, Texas, May 6-9.

As you review the matrix of educational sessions available, be sure to work the following sessions into your busy schedule:

SP Transformation Day - The Service Provider Maturity Model

Posted by Didier Rouillard on Wednesday, April 11, 2018 - 22:14
Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience. Findings from the market suggest that print communication is moving in an interesting direction including packaging, labelling and 3D print. The future of print seems to be disconnected from the applications that traditional Service Providers (SP’s) are providing today – namely direct mail and transactional documents – when aligned with the objective for the enterprise to communicate and engage with their customers.Where should enterprises focus?

Where do your customer journeys lead?

Posted by Rob Daleman on Monday, March 26, 2018 - 19:53

Customer centricity has become an essential focus for companies today.  One of the biggest stumbling blocks to achieving this is the fact that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer which prevents the organization as a whole from providing a single seamless journey. 

Most people, at some point, have experienced the frustration of trying to work with a company where one hand doesn’t know what the other is doing.  

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.

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).  

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. 

Four Disruptive Forces Impacting Customer Experience in 2017

Posted by Stephanie Clarke on Wednesday, October 11, 2017 - 15:31
CX is the new battleground for businesses. The bar is being set by fast moving, innovative organizations. As companies look to compete, they are facing 4 disruptive forces: consumer power, a growing number of communication channels, ever-changing regulations and big data.