Optimize Your Mailings and Mailing Operation
President, Print/Mail Consultants
Is the Customer Always Right?
March 6 2017
The old saying is that “the customer is always right.” That has never been true, but the phrase is a caution against challenging customers about their demands. The theory is, as long as a...
Big Data for Small Businesses
Feb. 13 2017
Big Data can be a scary proposition for seasoned professionals in the customer communications business. It sounds like something that requires a PhD to figure out. What analysts refer to as Big
Tools of the Trade: How to Correct and Enhance Customer Data
Feb. 6 2017
Big data gets a lot of press, as it should. How organizations acquire and use data affects how they manage customer communications across all channels. Most of the articles about Big Data, howev
10 Hidden Things That Could Be Affecting Your Productivity
Jan. 24 2017
The reasons for unsatisfactory throughput numbers are as varied as the document operations experiencing them. Every shop is different and so are the remedies, but they aren’t always easy to
How to Stop Your Company from Wasting Its Content
Jan. 9 2017
Nearly all organizations create informational content. Content marketing experts define informational content as material that has value on its own. No one has to buy a product or sign up for an
Heavier Mail Enables Creativity
Dec. 2 2016
A change included in the next year’s US Postal Service rates extends the “2nd Ounce Free” program to all Commercial First-Class Mail Presort letters weighing up to 3.5 ounces. Once the...
How Do I Fix Productivity Problems?
Nov. 28 2016
There are a variety of reasons you may be having productivity issues. Here is how to fix them
Are Your Documents Really Helping the Customer Experience?
Nov. 3 2016
In pursuit of improved customer experience, companies must personalize customer interactions to cultivate individual relationships and retain their business. Correspondence, marketing material
Do You REALLY Know the Regulations?
Oct. 26 2016
Here’s a tip about complying with rules regarding customer documents: Read the regulations. Below are real-life cases where companies were surprised to find they’d been wasting mone
Inkjet Migration: Printing Is Only the First Step
Sept. 13 2016
Most of what is written about inkjet printing is focused on what happens at the print step. As companies evaluate their options for migrating from toner or offset environments, they may be think
Leaving Money on the Table - 10 Ways to Get More Value from Document Operations
Aug. 23 2016
In every print and mail operation I’ve ever visited, I have discovered opportunities to improve productivity or lower costs. I always look first for improvements that do not require investing
How Informed Are You Regarding Informed Delivery?
Aug. 3 2016
Informed Delivery is a USPS service that proposes to provide consumers with an email displaying the letter-size mail they will receive each day in their physical mailboxes. The digital notice will inc
See Something, Say Something – The Document Center and Customer Experience
July 7 2016
A funny thing about all the articles and studies written about improving the customer experience (CX): almost none of them even mention documents as a contributing factor. That’s probably a mi
Do You Know Who I Am?
June 17 2016
Have you had an experience lately when a company made an effort to connect with you personally? Where you had the feeling they actually knew something about their relationship with you and commu
How Is Your Mail? Mine Makes Me Kind of Sad
June 2 2016
Most of my mail fails to impress me. Even though modern software, hardware, and data makes creating and producing highly personalized and segmented mail an achievable outcome, much of the conten
Why Inkjet, and Why Now?
May 3 2016
There is plenty of buzz about inkjet. Print service providers and in-plants with a long history of using cut sheet toner-based printers for producing bills, statements, notices, and other transa
Inkjet Advantages for Your Monochrome Shop
April 1 2016
Most of the articles published about production inkjet assume the facility will be doing color printing. I’ve written a few of those pieces myself. Variable color is necessary for lots of appl
Building a Document Center Today
Feb. 26 2016
If you were to design a print and mail operation today to process transactional documents how would it look? Would you plan for a big warehouse to store pallets full of custom pre-printed shells
How to Get Your Next Job in the Document Business
Feb. 1 2016
Competition for jobs in the document industry of the future could be fierce as mergers, consolidation, and outsourcing force document professionals into the job market. Though your resume may in
A Lesson from Beyond the Tank
Jan. 27 2016
I was watching a television show recently that told the story of a company with a production throughput problem. The business owners didn’t seem to know how to fix it. The company wasn’t pro