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We all know that customers look at their billing statements. We estimate the open rate for billing statements for existing customers is between a whopping 95% and 97%. That compares to a 5.3% response rate for general direct mail using a house list and 2.9% using a prospect list from the Data…

Yup, Chicago is as rainy and cold in early May as I remember from my days as a Florida native attending Northwestern University. But it was well worth leaving sunny, warm South Florida for the annual Document Strategy Forum (#DSF17CHI). All the keynotes and presentations emphasized the growing strategic imperative for organizations…

McKinsey & Company research shows consumers are steadily moving toward digital healthcare experiences. They are using new technologies developed for healthcare companies to both improve patient satisfaction with their payment systems and reduce dissatisfaction with healthcare as a whole. (more…)

I just finished up a great discussion at ARDA World 2017 (#ARDAWorld) on how to reach consumers using their preferred methods of communication while maintaining brand standards.  The panel consisted of myself; Richard Jackson, VP of Information Technology at Hilton Grand Vacations; and Kris Singleton, CIO at International Cruise and Excursions (ICE). …

With a recent change to 2017 first-class commercial mail rates, the U.S. Postal Service has opened up new opportunities for companies to cost-effectively reach their customers with everything from mandatory mailings to marketing campaigns. So it’s an ideal time to reassess your document and mailing strategy for customer communications. (more…)

Most 2017 annual maintenance fees for vacation ownership have now been paid so it’s not too early to think about the 2018 communications and payment cycle. A good place to start is reviewing industry best practices, which can help you lower the cost of communications and reduce delinquencies. (more…)