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adapt to digital communications

New Consumer Communication Rules for Collections Demand Agility and Adaptability

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  New debt collection rules that have been in the works for at least seven years will take effect in November as planned. (more…)
cloud based usps certified mail

Surge in Certified Mail Demands New, Lower Cost Technology

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  Streamlining bulk certified mail starts in the cloud. Companies are bracing for a surge in sending past-due and collection notices that require USPS Certified Mail® delivery as temporary pandemic consumer relief ends. (more…)
billing and payment trends

It’s Time to Deliver the Experience for Billing and Payments that Customers Expect with Omnichannel

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  We’ve all seen the statistics. It comes down to customer experience (CX) being a strategic imperative. To cite just one: 81% of companies are moving to compete mostly or entirely on the basis of CX. (Gartner). (more…)
vacation owner communications strategies

You Can’t Zoom a Vacation: A Q&A with ARDA CEO Jason Gamel

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  We’re thrilled that leisure and business travel is picking up again after a very long year of staying home. With vaccines being broadly distributed, the American Resort Development Association (ARDA) and its members are gearing up for a fantastic 2021 based on huge pent-up demand. Over spring break, many resorts already…
customer communications strategies

Customer Communication Strategies: Leveraging Print and Digital Channels in Mortgage Servicing

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  COVID-19 has created a housing boom, requiring new mortgages for those who are moving, but also financial hardship for others who cannot make their mortgage payments. This dual-track situation has posed a major customer service communication challenge for the mortgage servicing industry. (more…)
digital transformation starts with your business culture

Want to Succeed with Digital Transformation? Start with Your Culture, Not Technology

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  As a lifelong tech guy and a corporate chief information officer, I can tell you it’s easy to get caught up in tech’s bells and whistles and to geek out on emerging technologies, from blockchain to artificial intelligence. But a tech-first approach is a big mistake when it comes to digital…
Print Mailings

Best Practices for Managing and Sending Customer Print Mailings

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Of the more than 50 million pieces of First-Class Mail® each year, transactional communications ‒ bills, statements, and payments ‒ make up 49% of the volume. Managing those customer print mailings is more complex than ever. You’ve got security and compliance requirements, personalization options, changing postal rates, packaging limitations and that’s just…
Auto Loan Electronic Statement Delivery

4 Best Practices for Auto Finance Customer Communications That Help Keep Auto Lenders Competitive

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We’ve all seen the news reports that retail demand for buying autos, SUVs and trucks is extremely strong. Edmunds reports that vehicles now sit on dealer lots for just 57 days on average, which is the fastest sales pace in at least five years. (more…)

Pantone’s 2021 Color of the Year Can Set the Tone for Critical Customer Communications

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It’s always fun to see which color the visual gurus at the Pantone Color Institute select for Color of the Year. This year, we have two colors: Ultimate Gray and Illuminating Yellow. (more…)
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