DOCUMENT Magazine - Winter 2009 - (Page 7)

Editor’s ViEw Allison Lloyd The Times, They Are A-Changin’ T Until next time, DOCUMENT winter.09 his year has been all about change (and I’m not just referring to the occupancy of the White House). With current legislation for financial regulatory reform sweeping Capitol Hill and new regulations in place, such as the CARD Act of 2009, one thing is clear: How you do business matters. In the aftermath of the financial crisis and economic recession, organizations have been brutally forced to reevaluate their business practices, shrinking budgets and customer service. In an age where consumers feel taken advantage of, retention efforts have never been more important. Companies now face these challenges with fewer resources and in a more complicated environment. However, how organizations operate is only a part of the equation. With technological advancements, the way we communicate is changing even as I type these words. As the channels of messaging proliferate, whether through paper, email, IM, cell phones or Internet-based communities such as Facebook, companies will need to address how they will integrate these communication tools within their traditional, paper-based processes. The growth of these electronic channels to our customers is truly amazing. Consumers now find themselves battling to see which mobile service, such as text banking or mobile banking, will deliver their information the quickest. I recently found myself, as a bank consumer, very much amazed at how fast I could access my account balances with very little effort. Perhaps I am a little behind the curve, but the fact remains that today’s companies are aggressively exploring new ways to service their customer bases. However, there is more to serving your customers than speed. Faced with a shrinking wallet share due to the trickledown effect of the recession, companies are now, more than ever, focusing on their existing customer base. Organizations of today are certainly not dealing with the same kind of consumer as in the past. In fact, more than two-thirds of consumers reported switching providers in one sector or another due to poor customer experiences (read more about consumer behavior in our feature on page 12). The modern consumer has less patience with poor service, demands more from all areas of customer service and is taking aggressive measures if they are not satisfied. Indeed, the business landscape has certainly changed this past year. Companies are now embracing a “more with less” mentality, emerging trends such as multi-channel delivery and a determined focus on the customer. As organizations continue to evaluate their processes, new and old, strategies surrounding their customer communications will be key to their ongoing success. DOCUMENT believes this will be the next generation for customer messaging and, as always, promises to guide you through this new age of communication. DOCUMENT is the source for hands-on strategies and solutions for managing the transactional document life cycle for print and electronic customer communications. Dedicated to a wide range of document professionals, we are committed to providing a complete view of the communication process. By making essential connections throughout the entire life cycle, we strive to create the most efficient, cohesive and productive strategies possible that talk to all the decision makers in the document cycle. DOCUMENT would like to thank all of our advisory board members for their efforts and guidance in making this issue possible. The DOCUMENT advisory board members are: John P. Baeseman, Kemal Carr Tracy Dalton, Arthur Gingrande Elizabeth Gooding, Ray H. Killam Craig Le Clair, Pat McGrew Linda Turner, Steve Weissman

Table of Contents for the Digital Edition of DOCUMENT Magazine - Winter 2009

DOCUMENT Magazine - Winter 2009
Ad Index
Editor’s View
The E-Return
Research Desk
I Need Satisfaction
Brief Counsel
BPM: Improving the Way You Process
Content Connection
Talking Transactions
Heads or Tails
The Print Impression
The Hot 10
Document Re-engineering

DOCUMENT Magazine - Winter 2009