Top 5 Customer Journey Mapping Mistakes
In business today, customer journey mapping is all the rage.
Do Your Customer Communications Pass the Marshmallow Challenge?
If you are like most organizations, you put a lot of time, energy and pride into the creation of your customer communications. If your organization takes customer engagement seriously, you ma
Do Your Customer Communications Pass the Marshmallow Test?
The Marshmallow Test
Congratulations!
Are You Ready to Grow Beyond Mail?
In an increasingly connected world, mailers are being called to extend their mailings with email follow-ups, calling campaigns and social media posts.
4 Keys to Building Compliance into CX Design
In today’s competitive environment, financial services and insurance companies are looking for ways to enhance the overall customer experience by offering greater convenience through intuitive inte
CX: are you a good photographer or an expert cinematographer?
As CCM (Customer Communication Management) and CX (Customer Experience) intersect, it is important to put CCM into the context of CX. Think of it as making a movie.
Risk & The Way Things Are Done
What about risk?
Risk is a topic that every company committed to customer experience must consider.
The sky's the limit for Print Service Providers
When meeting with Service Providers around the world, I often ask the following question:
How do you define your business?
There are typically two common answers:
Changes Coming for Move Update Measurement – What You Need to Know
USPS® proposed a new method for measuring Move Update compliance, and it will be a big change from the current process.
Who needs to care about the new Fiduciary Rule?
The US Department of Labor recently issued the final draft of a new “Fiduciary Rule”, scheduled to go into effect in April, 2017.