How did you feel the last time you made an urgent phone call to someone? Did you hear? “Please listen carefully as some of our menu options have recently changed! If you know your party’s extension, you can enter it now – or Press 1 for Sales, Press 2 for Customer Service.” All you wanted to do was talk to a live person! Our we missing out on the...

In the past, digital and automation were considered cost-saving investments. But now, they need to be recognized as strategic competitive strategies. To thrive in 2021 and beyond, print professionals must prioritize deep upgrades to their automation and digitization technologies. Business is gained or lost based on a company’s ability to support th...

Printing as an industry has a broad history of technology innovation, but it also has a history of complex manual processes and production bottlenecks. Selling the job is only the beginning of a long series of steps that touch every part of both the business and production infrastructures. Kodak knows that growing any print business is hard work. I...

Learn how a leading healthcare payer achieves 35-40% Medicare Advantage plan growth year-over-year. They transitioned from a system cobbled together like Frankenstein to one with the integrated capabilities of a smart robot resulted. The result was greater efficiency, increased revenues and world-class customer experiences across every touchpoint....

My experience is that it takes courage to put your personal responsibilities and public objectives on a white board and keep it updated for everyone to see. Does your organization have “Strategic Performance Issues” that are known, frequently updated, and owned by everyone?

Information silos are more about management style than about structures or technologies. Fostering a work environment built on trust, sharing, and accountability is your best bet for improving cross-departmental collaboration. Can your businesses increase collaboration by creating regular check-ins between teams to discuss new processes and workflo...

Unlike other print markets, labels and packaging weathered the pandemic. As consumers endured isolation, package arrivals became an event and labels and packaging worked as a marketing channel, providing brands a special consumer connection. The “Planning for Profitability in Labels and Packaging 2021” research report is of value. 

In other words, do not sell yourself short! Why do we deliberately give ‘services’ away or charge practically nil (a.k.a. zero) for it? Have you said, “the customer is not going to pay that” or “our competitor’s pricing is much lower”. Have we become obsessed with focusing on our own internal navigation -- that we are not obsessed with the value a...

Our great industry and your customer markets are NOT a zero-sum game. Steve Jobs and Bill Gates had to come to that personal understanding re. software and computers and they did ahead of their industry! My observation is that most organizations have capabilities – that not just their target customers and prospects – but also including nearby compe...

When was the last time you wrote a special check or bought a high-end dinner for an employee or a department who went the extra mile? Do you celebrate birthdays and work anniversaries? Is there space in those gatherings for recognizing significant achievements? If ever there were a time for senior management to make sure that everyone knows how muc...