Quadient Blog

Connecting ideas and people.

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.

Executives are turning to CX as a differentiator

Posted by Rob Daleman on Monday, April 16, 2018 - 23:15

Think about your enterprise and how you might have a bigger impact in your market today.  If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be?  More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain? 

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

Posted by Alexander Murcia 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?

Reinventing the banking wheel to stay relevant

Posted by Andrew Stevens on Wednesday, April 11, 2018 - 21:05

Traditional banks have faced major disruption in recent years, thanks to changing consumer demands and increased competition from challenger banks. As a result, banks such as the Royal Bank of Scotland have been examining ways to reinvent themselves. Last week, Sky News revealed that RBS is working on plans to create a standalone digital bank to compete with emerging disruptors, such as Monzo and Revolut.

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.  

The key to fuelling your energy company’s future

Posted by Rob Daleman on Wednesday, March 21, 2018 - 14:11

Energy companies are facing an uncertain future – disruption is everywhere.

New technology developments, changes in policies and regulations, and structural changes leading to the rise of new competition are forcing energy companies to redefine their operating models as well as the relationship that they have with their customers.

 

But change isn’t easy for energy companies.

 

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?