Richard Rosen

We have all seen Capital One’s commercial “What’s in your wallet?” It is memorable because what’s in our wallet is so important to our daily activity. Apple and Google have...

I recently attended a US Postal Service's Postal Customer Council (PCC) meeting where the focus was on direct mail. The interesting takeaway for me was how the use of direct mail in concert with email...

When it comes to e-billing, companies fall into two broad categories: (1) They have robust e-billing and e-delivery options for customers to choose, or (2) they have a limited or no electronic option

Recently, Striata, a global customer communications specialist in secure document delivery, electronic communications and e-marketing solutions, reported on the impact of e-billing on recurring payments...

Nearly every day, I read about companies struggling to grow revenue. So, what do they do? They resort to corporate restructuring (they sell assets, spin off a division, set up a real estate investment

This marks my third year attending the DOCUMENT Strategy Forum (DSF), and each year, I learn something new and talk to interesting people. Some of the ideas are not new, but I did come away with some changed...

A lot has been written about how mail and electronic delivery can work together. A good example of this is mailing a customer an abbreviated catalog to entice the reader to go online to view the full product...

When it comes to e-delivery, sometimes, I think the Postal Service is its own worst enemy. I recently met with a friend who is a large-volume mail processor. He is experiencing delivery delays and uncooperative...

You have spent (and continue to spend) hundreds of thousands of dollars on your website. You have a full-time staff to update the content, monitor traffic and enhance your site. The site is good, or very...

The US Postal Service (USPS) recently requested a rate increase, to be effective April 26, 2015. Overall, the price increase will be 1.966%, but for most of you reading this blog, your company can expect...

Last month, I wrote about hacking and the impact on the businesses that were targeted and breached. The penalty for being hacked can be enormous: financial loss from lost revenue, cost to make customers...

What do JPMorgan Chase, Home Depot, Target, Adobe, TJX and Sony all have in common? They have all been hacked and have given up tens of thousands or millions of records containing credit/debit cards, email...

Today, more than ever, having an effective mobile strategy is key to effective customer communications. Mobile devices have become a way of life for consumers to get content, read mail and stay in touch...

I recently attended an American Marketing Association meeting. The speaker, Jeff Hayzlett, author and host of C-Suite, spoke about why companies fail and succeed. His headline was \"Adapt, Change or Die,\"...

Last month, I wrote about seven areas which are positively impacted when companies migrate customers from paper to eDelivery and eBilling. This month, let’s focus on the environment. Businesses are...

Knowing the true value of an electronic customer (for eBilling and eDelivery) will allow management to make better decisions about a) communications strategy and b) the amount of corporate resources to...

As the pendulum continues to swing away from paper to eBilling, it is important to know the total value of eDelivery vs. paper. Clearly, there is a cost savings, turning a 50-plus cent bill into a fraction...

Increasing electronic payments, increasing customer payment self-service and reducing paper check volumes are all key to an effective collection strategy. Last month, I blogged about what some of the industry...

At the end of the day, it’s all about cash flow–how to improve cash flow and lower collection costs by growing electronic payments. Every department in an organization plays its part. Healthy...

Surprise! Your company is not the center of the universe. Unfortunately, too many companies think of themselves as being the center of their customer\'s universe. While this “may” be true for...