Optimize Your Mailings and Mailing Operation
President, Print/Mail Consultants
Printed Documents and the Customer Experience
March 20 2019
It seems most of the emphasis in customer experience these days is on websites, social media, online shopping, and internet customer portals. Those all play important parts in the overall custom
What's on Your Website?
March 15 2019
Websites are still important marketing tools, so have you looked at yours recently? An unscientific audit of random print/mail service provider websites by this author revealed plenty of improvement o
Unearthing Value Hidden in Customer Documents
Jan. 25 2019
Data mining sounds geeky and complicated, but document service providers can use information extracted from their clients’ print image files to improve messaging, lower costs, or make document
Think You're Not a Target for a Hacker?
Jan. 8 2019
Print and mail service providers may believe hackers aren’t interested in the customer data they use to create and distribute documents. Compared to financial institutions and healthcare provi
When You Don’t Know What to Say…
Dec. 14 2018
Print and mail service providers understand they need to stay in contact with their current and future customers to keep the revenue flowing. I recommend reaching out about once a month, but that's a
HIPAA Called – They Want to See Your Risk Analysis…
Dec. 10 2018
Some of the most common causes of HIPAA violations are compliance problems associated with what the Office for Civil Rights (OCR) calls “willful neglect.” The OCR is a government entity
Wait – That’s Not Right, Is It?
Dec. 4 2018
As documents become more personalized, containing variable text blocks, graphics, offers, and individual recipient data, the risk of creating documents with errors increases
Have You Thought About the First Job for Your New Inkjet Press?
Nov. 16 2018
The first jobs run on your new inkjet press are likely to be legacy applications previously run on toner-based printers or offset presses. That's not a bad strategy. You’ll be starting with s
The USPS Will Destroy Your Mail
Sept. 10 2018
Does your company create documents containing information like patient health data, credit card transactions, or student records? Is some of that mail occasionally undeliverable?
You’re the Expert – Don’t Keep it a Secret!
Aug. 29 2018
Clients of print/mail service providers aren't usually customer communication experts. They view their vendors as the last steps in a process. Data goes in, and mail comes out. When it comes to
Should You Enhance Your Customers' Data?
Aug. 6 2018
Suppose a client sends you a common name and address list. Your instructions are to merge the data with a marketing letter, stuff it into window envelopes, and mail the job. If you do those step
Bill Stuffers Are a Pain; Why Are We Still Using Them?
July 30 2018
Ever since multi-station mail inserting machines were invented, mailers have struggled with pre-printed inserts. Mailing operations must receive the inserts, add them to inventory, stage them for prod
What if a Client Read Your Operating Procedures?
July 16 2018
Print and mail operations job documentation can be a nuisance. As jobs change, keeping records up to date is a chore. Documentation is usually the last thing service providers address as they develop
Don't Wait to Add Inkjet
May 29 2018
If you believe your monochrome toner printers should get you through the next couple of years, think again. The customer communications business is transforming. Money is pouring into research and dev
Data Quality Isn't Your Job... or Is It?
April 30 2018
I recall discussing customer data quality with a print/mail service provider sales rep. "It's not our problem," he explained. "We print what they send. If the data is bad, that's their problem."
Is Document Production a Cost or an Investment?
April 19 2018
Most organizations view the effort to produce and distribute transactional documents as a necessary cost of doing business. Money spent on paper, printers, inserting equipment, postage, and production
Your Documents Aren't Doing the Job
April 2 2018
Stephen Covey always advised to "begin with the end in mind." As I look at the way many organizations approach customer communications, they seem to have lost track of true business goals. They base
How Print & Mail Service Providers Can Strengthen Client Relationships
March 13 2018
Experts predict that by 2020, customer experience will outweigh price and product as the key differentiator among competitors. Print and mail service providers can prepare for this transition by chang
Data, Data, Everywhere
Feb. 6 2018
Document operations departments handle lots of data. Sometimes the information is in ready-to-print form. Other times, data arrives in raw format, awaiting processing by document composition software
Do It Now! A Simple Way to Ensure Content Marketing Success
Jan. 30 2018
Does your company have a content marketing plan for this year? Many organizations have identified the value of published content to achieve brand awareness or nurture leads, but initiate thei