Quadient Blog

Connecting ideas and people.

You can bank on us: Customer communication lessons to learn from TSB’s problems

Posted by Chris Chamberlain on Montag, Juni 18, 2018 - 18:18

It’s been hard to ignore recent headlines about TSB Bank’s IT problems. Tens, if not hundreds, of thousands of customers were left locked out of their online accounts after the bank’s planned IT migration didn’t go according to plan. 

The lack of service, which can now be measured in weeks, would be bad enough. But the problem escalated when some people reported they could access other customers’ accounts and see their balances – one man granted access to £35,000 couldn’t even get through to flag the issue.

Quadient June eNews

Posted by Rob Daleman on Donnerstag, Juni 7, 2018 - 20:00

A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite.  We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference.  See below for information on upcoming training and new content available on Quadient.com.

Fined loads of D’OH! Avoiding angry customers by respecting communication preferences

Posted by Tim Dimond-Brown on Mittwoch, Juni 6, 2018 - 18:00

Many will remember the hilarious Simpsons episode in which Homer starts his own telemarketing scam using an autodialling machine. In the show, ‘Happy Dude’ Homer offers happiness to the citizens of Springfield if they post him $1.  Homer is eventually called out for this activity, and made to call and apologise to everyone – and naturally uses this as an opportunity to ask for further money under the guise of ‘Sorry Dude’. 

What is Transportation Messaging?

Posted by Bob Schimek on Donnerstag, Mai 31, 2018 - 18:13

To best answer this questions requires taking a couple of steps back to provide some needed context.  A couple of years ago the Postal Service™ established the NOCC – National Operations Command Center.  The Postal Service has divided the United States into seven districts (Northeast, Capital Metro, Eastern, Great Lakes, Southern, Western, and Pacific) and each district has a Vice President of Operations.  Each district has a NOCC and it is used to communicate and coordinate the flow of mail through all the Postal Service processing plants.  Note, there is also an eighth NOCC located at USP

GDPR has arrived!

Posted by Elizabeth Dailing on Donnerstag, Mai 31, 2018 - 17:53

2016 brought us approval. 

2017 brought us implementation. 

2018 brings us enforcement and a skateboarding analogy. 

Are you ready? Or, are you risking it?

There’s a lot of talk about the potential impact of GDPR, the number of SARs (Subject Access Requests) a company will receive, what the organizational risk is and repercussions of the fines and penalties. What it really comes down to is the risk tolerance of you, your organization and your customers. 

Enterprise Payment Now Live

Posted by Bob Schimek on Mittwoch, Mai 30, 2018 - 17:46

One of the major changes that will be taking place for everyone in the mailing industry over the next year will be the Postal Service’s rollout of their new Enterprise Payment System (EPS).  As with many of the new Postal Service systems, there will be several new acronyms that the mailing industry will need to become familiar with as EPS is officially rolled out.  EPS will require every business mailer to have an Enterprise Payment Account (EPA).  If your business has PO Boxes, you may have already had some exposure to the first phase of EPS which is being referred to as EPOBOL-Electronic

Omni-channel execution from a single UI!

Posted by Scott Draeger on Mittwoch, Mai 23, 2018 - 23:11

At Quadient, we learn by listening. As our customers have been adding channels to their installations, they have been facing production stream management challenges. When customer preference collides with bounce backs and other undelivered messages, business users often have to track down pieces in several production systems (print, web, email, SMS, etc) to find the problem. This is often so much trouble, that business users choose to not support the channels customers love, which impacts CX negatively. 

Royal Mail – Fined, sealed, delivered

Posted by Mustafa Atik on Mittwoch, Mai 2, 2018 - 15:46

It’s not often a £12,000 fine looks like a good deal. But, in light of GDPR coming into effect this May, the Information Commissioners Office (ICO) penalising Royal Mail £12,000 for sending more than 300,000 nuisance emails to customers who had opted out of direct marketing, could seem a bargain.

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Dienstag, Mai 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 Donnerstag, April 26, 2018 - 16:14

Why customer retention deserves your attention

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.

Are CXM and CCM converging?

Posted by Rob Daleman on Mittwoch, 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 Dienstag, 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 Customer Experience as a Differentiator

Posted by Rob Daleman on Montag, 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 Donnerstag, 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 Mittwoch, 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 Mittwoch, 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 Montag, März 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 Mittwoch, März 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 Donnerstag, März 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 Montag, März 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.)