Category Archives: Customer Service

Comcast Bills Call Customers Nasty Names

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Your client’s customer database — its most precious resource. Used for invoicing, customer communications, and as a critical source of data for their marketing list, the customer database is your client’s lifeblood. How easily can it be compromised? A recent Comcast horror story shows just how easily. One customer, Mary, continually had trouble with her… Read More »

Tapping into the New Cross Media

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It’s a loud, busy world out there. With so much information available, getting your voice heard is a challenge for any company. For mailing, print, and fulfillment providers, cross media marketing is really vital right now. A well thought out cross media campaign is one of the best ways to communicate any message clearly, consistently,… Read More »

Increasing Corporate Value

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What is your organization doing to improve its value for the shareholders and stakeholders? Companies in general, and specifically those in the print and communication industry, have been working hard to improve profits and increase EBITDA as the economy continues to be depressed. Our industry not only has the economy to deal with, we are… Read More »

Part VIII: Social Networking’s Role

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Note: This is Part 8 of a 9-Part series based on the book “Business Transformation: A New Path to Profit for the Printing Industry” Social networking is certainly one of my favorite passions. I truly believe that it can help print, mail, fulfillment, and marketing services providers in many different areas — including marketing, sales,… Read More »

Managed Print Services and Print Management Services

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When do two seemingly similar-sounding service offerings present completely different business models? When comparing Managed Print Services to Print Management Services. These sound the same, and in a certain situations can be used interchangeably, however the industry definitions are quite distinct and different. Managed Print Services (aka; MPS), Managed Document Services, Enterprise Printing Services, or… Read More »

Paper Legality Laws; Coming to a Continent near You

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Over the past few years, discussions surrounding how legal paper sourcing decisions are made by print buyers have received less and less attention from the press. This doesn’t mean that the issue has melted away; it merely means normalization of the process has relegated it to the board room and to the senate committee. However… Read More »

A Reality Check on Electronic Bill Presentment and Payment

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For the past decade, consumers have been moving many of their day-to-day activities to the Web. Millions of people have adopted communication technologies like instant messaging, e-mail, and social networks to engage with each other in a virtual way. Online shopping is more prevalent than ever, and is becoming even more diverse. Moreover, people are using… Read More »

Requests For Proposal: End the Madness!

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Let’s face it, most participants in the RFP process (from either the Issuer’s or the Responder’s perspective) don’t profit from it. You would think that the Issuer would always benefit but, in fact, they usually only achieve cost savings in trade for

An Economic View from a Different Perspective

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Necessity may be the Mother of invention, but it’s also the Mother of reduction, the Mother of consolidation and ultimately, the Mother of efficiency. The past few years of recessionary behavior has proven to be a Petri dish of sorts that prove this hypothesis.