What EDP Means to Me

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Xplor President/CEO Interview with Franklin Friedmann, 20 Year EDP
July 6, 2016

Continuing from my most recent interview, Benefits to Becoming EDP Certified, I recently caught up with Franklin Friedmann who will be celebrating his 20th year as an EDP this year to discuss what the EDP certification means to him.

If you missed my first post, you can read it and an outline of the EDP Program here.

Skip: Franklin, thank you for taking the time to meet with me!

Franklin: A pleasure.

 

Skip: When did you get your EDP and what drove you to strive for it?

Franklin:  My manager had chosen me to be the first person a Certified Printing specialist with the company. However, recognizing that an EDP(P) had more currency with clients, I told him I would do the Xplor initiative first.

 

Skip: You were a part of the 1996 class, the last year of EDPP Program before they dropped a ‘P’ to better accommodate of digital communication technologies. What have you noticed about this ever-changing industry since?

Franklin: The technology accelerates, though EDP does and should continue to stand for professionalism while content may change.

 

Skip: What does it mean to you personally to be an EDP?

Franklin: It represents a level of attainment, even as the industry shifts to a wider set of values. It therefore is a benchmark.

 

Skip: Has the certification helped you professionally throughout your career?

Franklin: Clients in the transactional space may recognize the credentials. You must prove yourself regardless. My sphere of operation is as a consultant.

 

Skip: Who do you think should attain their certification?

Franklin:  It depends on your current and planned career. EDP is a stepping stone; it may be useful in your organization as a way to measure your knowledge base. It is one of the steps that should also help if you regularly work with clients outside, not only inside your organization.

Thank you again Franklin for taking the time. If anyone has any additional questions regarding the EDP Certification program, please visit www.xplor.org/edp.

Until next time! Take care.

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

Improving the Customer Experience through Better Document Management

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Submitted by Alexandra Truchot, Content Creation Specialist for Objectif Lune.
June 24, 2016

Every organization produces an endless stream of documents. And the more your business grows, the more documents you produce. So managing all those documents becomes very complicated.  And it often negatively affects the customer experience.

It becomes even more complicated because the documents are on a variety of media and have to be sent through different channels (mail, Internet, email, EDI, etc.). Document management becomes a huge puzzle! It takes an incredible amount of time and frustrates employees, as well as customers who don’t understand why it’s taking so long to get an answer.

When it comes to answering customer queries, a single employee spends an average of two- and-a- half hours a week looking for information. Moreover, searches are carried out using, on average, three different content managers (all types of media included). It’s no surprise that most employees find it painful!

When you call Customer Service, do you appreciate being put on hold for several minutes before getting an answer to your seemingly easy question?

Automate your document workflow
Automating your document workflow is a must and helps centralize your information. If you don’t automate, having a content management system (ECM) will not be enough because you won’t have the ease and flexibility of using and sending your documents as you please.

Besides, you should be able to manage your documents regardless of delivery channel or medium. In other words, it shouldn’t be difficult to send an invoice to a customer by email, and save it in XML in your archives, even if you’ve received the initial invoice information on paper.

By automating your document workflow, you can cut down on costs, not only by reducing printing but by enhancing productivity and minimizing errors.

Facilitate communications with your customers
Imagine each time you receive a purchase order, no matter which channel it comes through, the document is captured and automatically saved in your systems. You can then retrieve the data needed to complete the order process. At the same time, you can save it in the proper file so that when your customers call to talk about their purchases, you’ll quickly know where to find the information, whether they’re calling one week or six months after making the purchase!

Now picture your delivery confirmations being automatically saved in your company’s content management system each time you deliver a product to a customer. At any time, you would be able to easily prove that the delivery was made, and more importantly, you wouldn’t have to chase after your drivers when a PO goes astray or is illegible.

You would be able to provide quality service to your customers throughout the purchase cycle.

Are you thinking that automating these steps is complicated? Or that this kind of solution is only for large businesses?
Think again—document management can be much simpler and help you as your business expands!

AlexandraTruchot ThumbnailAlexandra Truchot – Content creation specialist with Objectif Lune. Writer and compulsive reader. Eager for unknown destinations and exciting encounters. Anything is possible, you just have to believe it. Connect with her on LinkedIn.

Objectif Lune has 20 years of experience developing Customer Communications Management solutions. Our solutions bridge the gap between systems and automate more personalized, relevant, multichannel customer communications. Learn more at: www.objectiflune.com.

Benefits to Becoming EDP Certified

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Xplor President/CEO Interview with Cheryl Simerson, EDP, 2016 EDP Commission Chair
June 16, 2016

Most everyone in the industry is familiar with continuing education and professional certifications. However, many may not be aware of the Electronic Document Professional (EDP) certification that is available to all professionals in the electronic document and customer communications industry.

The EDP Program: Launched in 1989 as the Electronic Document Printing Professional (EDPP) program was created to recognize those in the industry as subject matter experts in the area of digital print. Regulated by the EDPP Commission, the first class in 1990 consisted of eleven individuals receiving their EDPP certification. As the industry evolved and new technologies became part of the landscape the EDPP commission dropped the reference to ‘Printing’ in 1997 to accommodate other digital communication technologies.

The EDP program is sponsored and maintained by Xplor International which oversees the EDP Commission, however you do not need to be a member of Xplor International for certification or re-certification

I had the chance to speak with Cheryl Simerson, EDP, our new 2016 EDP Commission Chair to discuss her thoughts on EDP certification, as well as, where she would like to take the EDP Program over the next year.

Skip: Cheryl, thank you for taking the time to meet with me and share your views regarding the EDP Program.

Cheryl: No problem! It is my pleasure.

 

Skip: So give me your elevator pitch. What or who is an EDP?

Cheryl: An EDP is someone who has a considerable depth of knowledge and experience in the digital document and customer communications industry and actively working in the industry for a minimum of five years.

 

Skip: When did you get your EDP and what drove you to strive for it?

Cheryl: I received my EDP certification in 1995 and have gone on to recertify every 5 years over the past 20 years.

I originally set the goal for myself to obtain my certification due to not having a college degree and wanted to prove to myself and my peers that although I did not have a degree, I was an expert in the digital printing industry. At that time, a lot of us obtained our knowledge through hands on experience and never took the time out of our work schedules to go back to school to obtain a degree but instead, attended individual vendor educational courses and conferences.

 

Skip: What does it mean to you personally to be an EDP?

Cheryl: To be one of a very elite group of electronic document professionals is very special to me and I look forward to our yearly onsite networking event with my peers who have also achieved this certification level during the Xplor International global conference.

 

Skip: Has the certification helped you professionally throughout your career?

Cheryl: When I first started working on my EDP portfolio and work examples, as I mentioned above, I did it as an accomplishment for myself in order to achieve this personal goal. At that time, I had already been with my company for many years so I didn’t benefit immediately from obtaining my certification. When I finally went out seeking another job opportunity, I discovered my certification brought attention to being a Subject Matter Expert (SME) which proved to bring in a higher salary.

 

Skip: Who do you think should attain their certification?

Cheryl: Anyone interested in expanding their career in the industry should apply! The EDP Certification Handbook can be found on the EDP site.

 

Skip: As the new EDP Commission Chair, do you have any goals you’d like to help the EDP Program achieve?

Cheryl: One of my goals as this year’s Commissioner is to educate individuals in our industry regarding the program. I want to reach out beyond Xplor International members but to the industry as a whole. The first step is a series of interviews talking about the impact EDP certification in E-Document News.

Another area is to reach out to our colleges and universities regarding certification and I look forward to working with Xplor International and the board of directors to market the program. Not only do I want to promote the EDP Certification Program but also our other two designations, Electronic Document Associate (EDA) and Master Electronic Document Professional (M-EDP).

 

Skip: Thank you again Cheryl for taking the time.

If anyone has any additional questions regarding the EDP Certification program, please visit the EDP page or you can contact Cheryl directly at Cheryl.simerson@yahoo.com.

Until Next interview! Take care.

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

How to Personalize Your Customer Communications

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Submitted by Alexandra Truchot, Content Creation Specialist for Objectif Lune.
June 13, 2016

Personalizing customer communications continues to be a hot issue and many organizations still have a hard time doing it well.

I regularly buy my beauty products at a fairly popular store. Every month for the past several years, this store has been sending out colourful cards with monthly or seasonal discounts to everyone on their mailing list. You need to present the card at the store to get your discounts and a gift. Eventually, I stopped reading the cards because they were always the same and seemed impersonal. Everyone across the country got the same card at the same time, and the discounts were rarely for products that interested me. I never felt that the cards had anything to do with me, other than the fact that I was a customer. And although I had made purchases on a number of occasions, I didn’t feel loyal to that store.

But a few weeks ago, I received a different kind of card. This time, it said that a product I had bought last year was on sale. And if I liked that product, they suggested I try a new related product.  It wasn’t a big deal, but I felt that they were addressing me, and that they had taken the time to suggest something personal that fitted my situation. They were not just sending some generic card meant for their entire customer base.

Since then, I’ve been receiving cards that are specific to my needs and I appreciate the gesture.
So yes, it’s important to personalize your customer communications, and by doing more than simply changing the name!

Here are a few things you can customize in your communications, whether they are promotional or transactional:

  • A different picture for each customer
  • Local contact information only
  • Personalized URL
  • Personalized ads

What’s the best part of all this? You can make the changes regardless of whether your mailings are sent electronically or by regular mail.  If you have a tool that helps you manage both types of communication, you can easily add the same personal touch to each.

Your customer will place greater trust in you and become loyal!

AlexandraTruchot ThumbnailAlexandra Truchot – Content creation specialist with Objectif Lune. Writer and compulsive reader. Eager for unknown destinations and exciting encounters. Anything is possible, you just have to believe it. Connect with her on LinkedIn.

Objectif Lune has 20 years of experience developing Customer Communications Management solutions. Our solutions bridge the gap between systems and automate more personalized, relevant, multichannel customer communications. Learn more at:www.objectiflune.com.

Going Digital at Your Own Pace

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Submitted by Alexandra Truchot, Content Creation Specialist for Objectif Lune.
May 25, 2016

Going digital: everybody’s talking about it. For some people, it’s a no-brainer and has been reality for a number of years. Others are still struggling to digitize their business procedures. Any way you look at it, the future is digital. But making the switch is complicated.

In a perfect world, you would always send documents by email or publish them to the web. Not only would you be more efficient, you would save money.

Yet, most of organizations still do not send electronic invoices, even in simple PDF format! Customers are still requesting paper invoices and the employees are used to handling documents as they always have. Often, organizations do not have all of their customers’ email addresses. Small- and medium-size enterprises (SME) that began operations prior to the advent of digital, for the most part continue to use paper. Large businesses can afford to develop custom solutions and withstand the risk. SMEs that start up today put digital solutions in place from the get-go. But for medium-size enterprises that have been in business for a number of years, the risk is too great of placing the billing process at a disadvantage or weakening their finances by changing their procedures too abruptly. They lack the means to throw themselves into costly development projects and do not have the in-house resources to modify the systems in place.

Is your organization experiencing these problems?

There is, however, a way to remedy this situation without generating astronomical costs and up-ending your current procedures. Digitize your in-house procedures first. The transition will be smoother when you are ready to communicate electronically with your customers.

Here are some first steps that will make it easier for you to go digital.

  1. Set up an automatic digitization process for archiving your communications with your customers, such as invoices and other documents. Using a middleware system, you collect customer communications to digitize them and make them available as needed. This means that you are keeping electronic copies of all your records, even if you still do not send them to the customers.
  2. Have customer service employees routinely ask customers for their email address when speaking to them on the phone.
  3. Archive these documents in an .XML file and generate PDFs solely upon request for a copy. This takes up less space on your servers.
  4. Start by always sending PDF copies of current accounts in addition to the paper copy requested by the client. You won’t be abandoning paper right away but you will be starting a smooth transition.
  5. Once you’re more comfortable with the digital format in-house and your clients are used to receiving a PDF copy, it will be time to format your invoices so that they can be sent directly in an HTML email.

The right solution adapts to the processes you already have in place and does not require changing everything. Be careful with anything promising drastic changes; you need a solution that will adapt itself to what you already have.

AlexandraTruchot ThumbnailAlexandra Truchot – Content creation specialist with Objectif Lune. Writer and compulsive reader. Eager for unknown destinations and exciting encounters. Anything is possible, you just have to believe it. Connect with her on LinkedIn.

Objectif Lune has 20 years of experience developing Customer Communications Management solutions. Our solutions bridge the gap between systems and automate more personalized, relevant, multichannel customer communications. Learn more at: www.objectiflune.com.

4 Ways to Improve Your Customer Communications

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Submitted by Alexandra Truchot, Content Creation Specialist for Objectif Lune.
April 25, 2016

You’re probably bombarded with articles showing the need to improve your customer communications.

Now that you’re well aware of the impact the customer experience can have on your business, how exactly do you go about it? What are the main things to keep in mind and to implement?

Multichannel, rather than digital, communications
We repeatedly stress the importance of moving into the digital age. But consumer expectations are more complex than simply wanting to communicate with you by email because they are all different in terms of their speed in adapting to the digital world: traditional channels only, a little bit of digital or digital in every aspect of their lives.

All of these consumers co-exist, and it’s not as easy as it used to be to separate them simply based on age. Seniors are now as digital savvy as young people, who are still gravitating between traditional and digital. You have to be able to reach all of them. If not, a competitor will beat you to it.

Mobility and consistency
Not only are consumers connected 24/7, but they travel around a lot. And they want access to the same quality of information, no matter where they’re located.

Most companies have already started to offer their content through mobile and email, but it’s not easy to read, extends beyond the device’s screen and doesn’t offer the same features. Simply put, because companies are still not managing to change content based on the strengths of each platform, they settle for using the same elements, regardless of where the content is posted. But customers have less and less patience with sites and email unsuited to mobile. They want a total, consistent experience.

Being responsive and fast
Mobility leads to a real-time need. Customers are now used to getting news at any time, and as soon as it happens. They expect things to work the same way in their business relationships. They want information to be available 24/7 and on demand.

More than anything else, consumers assess your response time. Organizations that can respond in real time are now getting ahead of the curve.

Your customers want their next invoice to reflect the latest call they had with you, even if it was only a couple of days ago. If they request a change in their account or billing, you can no longer afford to wait several weeks before accounting for it in the communications sent over any of the channels.

Loyalty: an ongoing pursuit
Loyalty means little anymore. Just because customers buy your products, it doesn’t mean they’ll stick with you forever. Nowadays, they need to be wooed on a continual basis because they’re always assessing you. The digital age has made it possible for them to move around: in just a few clicks, they can find out what your competitors are doing. They can make quick online comparisons.

If the competitor seems to be offering a more personalized customer experience, chances are your customers will go to that competitor, even if your products are top of the line.

AlexandraTruchot Thumbnail

Alexandra Truchot – Content creation specialist with Objectif Lune. Writer and compulsive reader. Eager for unknown destinations and exciting encounters. Anything is possible, you just have to believe it. Connect with her on LinkedIn.

Objectif Lune has 20 years of experience developing Customer Communications Management solutions. Our solutions bridge the gap between systems and automate more personalized, relevant, multichannel customer communications. Learn more at: www.objectiflune.com.

 

An interview with Harry Lewis, President of the Advanced Function Presentation Consortium

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Xplor President/CEO Skip Henk Interviews Harry Lewis, President of the AFP Consortium

Most everyone in the Xplor Community is familiar with AFP (advanced function presentation) and the impact it has had on our industry over the years. But AFP has come a long way since 1984 when it was first introduced. Most recently, it reached a very important milestone announced in January by the AFP Consortium.

Just a bit of background as to how the consortium came to be:

In October 2004 IBM initiated the formation of the AFP Color Consortium (AFPCC). The purpose was to collaboratively develop color management support in the AFP architecture. This resulted in the creation of the new AFP CMOCA (Color Management Object Content Architecture) specification which was first published in 2006.

In May 2006 IBM announced plans to open up the complete scope of the AFP architecture to the consortium. The new initiative was finalized in February 2009 with incorporation of the AFP Consortium (AFPC).

Today I have the pleasure of speaking with Harry Lewis, president of the Advanced Function Presentation Consortium (AFPC), to get an idea of what the AFPC has been up to for the last several years.

Skip: Harry, thank you for taking the time to talk about the work of the AFPC.

Harry: Skip, certainly, it’s my pleasure.

Skip: Since IBM’s announcement in February 2009, could you share with our readers how the AFPC has evolved and what initiatives they have undertaken?

LewisHarry: As you well know, the print industry, and especially the digital printing industry, is constantly changing. The consortium has been hard at work helping AFP’s end users stay ahead of the game, making big strides on key issues, such as reaching agreement on a standard interchange set (IS/3), continuing to enhance color support, and defining a metadata framework to support tagging at the print file and object level. We defined a subset of AFP for archiving, of which metadata is a key component. Recently, this AFP archive (AFP/A) subset achieved ISO certification, which is essential for end users who want a high degree of confidence when creating searchable, reliable archives, whether to meet their internal needs or to satisfy externally mandated compliance.

Skip: What does ISO certification mean for AFP and its users?

Harry: ISO certification provides a level of assurance to AFP’s end users that the Archive standard brings the levels of data fidelity and efficiency they’ve come to expect from AFP, and, in cases of maintaining regulatory compliance, it gives them something to point to that indicates their archive format is recognized and accepted around the globe.

Skip: So what is next for the AFPC?

Harry: Commercial variable data has been a growing segment of AFP’s user base for a while, and, with the commercial space evolving as rapidly as it is, we intend to track and adapt to those changes to help ensure AFP users are able to meet their – and their customers’ – needs effectively, efficiently and reliably.

Skip: How can companies get involved in the AFPC?

Harry: If a company develops or sells an AFP hardware or software product, tool set or service, they may be eligible for membership. They can request further information through the Membership Information widget on our website, afpcinc.org.

Skip: Harry, I would like to thank you for taking the time to speak with me today. For our readers, you can find out more about the great work of the AFPC and its numerous standards, by visiting http://afpcinc.org/afp-publications/.

About the AFPC
The AFP Consortium is an international open standards body consisting of 33 companies committed to the continued development of the AFP architecture. Since 2004, the AFPC has developed open standards for accurate and consistent ICC-based color management, high-speed complex text, page group recovery within high-volume production, the IS/3 interchange set for compliance, and metadata support for AFP Archive and future applications, such as accessibility features.  The AFPC will continue in its role to grow and maintain the complete set of AFP architecture.

To see a full list of the Consortium’s members and learn more about the AFP Consortium and the new IS/3 AFP interchange set, visit the AFPC website http://www.afpcinc.org.

Until Next interview! Take care.

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

Personalized Video … where does it fit?

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By Skip Henk, EDP, President/CEO of Xplor International
*Cover photo compliments of  Pitney Bowes EngageOne® Video mentioned in post

Personalized Video … where does it fit?
My Grandson recently participated in a “fun run” to help raise money for his school. He ran 39 laps with friends and relatives pledging $$$ per lap. Not a new concept as it has been going on for years. What was unique is that the event actually was organized and managed by an event company who provided all the marketing collaterals, prizes, the online payment portal, etc.

As part of the marketing effort, the event company created a personalized video for the participant to help promote the event to family and friends. The video, albeit a bit too long in my opinion, was a great marketing tool as it features several shots of the participant embedded in the video, which every grandparent, aunt, uncle, cousin and/or family friend watched, because it was cute and personal.

To view a sample video click here: http://www.youtube.com/watch?v=uvvQiUyaLPU

Cute, but there is much more!
The application as it relates to the “fun run” was cute but only reached the tip of the iceberg of what I have found personalized video is capable of.  In preparation for our upcoming conference, I researched various products offered by the likes of Sunday Sky, Pitney Bowes, etc. to find a speaker for our event.

What I have discovered in the bit of research that I did is that a well done personalized video can allow an incredible exchange of information, almost creating a “virtual relationship” with a customer or prospect.  As part of a multi or omni-channel strategy personalized video can significantly enhance the customer experience.

I was able to find a demo by Pitney Bowes online and viewed it at least six different times.  I had several opportunities to select different options that took the video in different directions, all of which extrapolated various responses and information from me.  After I closed and returned to the demo site it “welcomed me back.”  The possibilities appeared endless and I certainly could see the potential in terms of engaging a customer or prospect.

In the scope of multi-channel communications, personalized video certainly offers some unique capabilities to engage someone in a truly personal and interactive manner.  As the technology is embraced it will be interesting to see the various applications and uses.

Pitney Bowes will present “The Future of Customer Engagement is Video. And the Future is Now.” at Xploration 16 in Orlando on April 5th. Along with their presentation, we have fifty-four others that deal with the technologies, processes and best practices that are driving multi/omni-channel communications as well as the customer experience.

I invite you to check it out at www.xplor.org , click on events, then Xploartion 16 Conference. If you are an end user* and have not attended an Xplor conference in the past, I still have a couple complimentary registrations as part of our First Timers Recognition Program.

Look forward to receiving your thoughts on personalized video.

Any questions contact me at skip@xplor.org. Hope to see you in Orlando.

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

 

*End users are identified as users/buyers of technology. Includes, but not limited to, banking, insurance, healthcare, government, utilities, commercial printers, service bureaus, etc.

“What happens if we don’t and they stay?”

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By Skip Henk, EDP, President/CEO of Xplor International

Every year around this time I have the opportunity to speak with people about attending our annual conference. Generally questions include fees, the hotel, content, schedule, networking opportunities, and so on.

I also have conversations with people who tell me that they are unable to attend because it is not in the budget. My personal favorite is “my company does not believe in conferences.” The same has held true when I talk about industry certification. “We have no budget, or our company does not see the value.”

One has to ask, why do companies not want to develop their people? I received something from a friend of mine at Print Media Center the other day that makes a great deal of sense…

CFO asks CEO: “What happens if we invest in developing our people and they leave?”
CEO to CFO: “What happens if we don’t and they stay?”

It is costly if you don’t!

Investing in employees is a good investment. It makes employees more productive, speeds up their growth, increases employee satisfaction and retention and is good for your customers.

One year we had an attendee say that he returned with several new ideas for his company that resulted in several millions of dollars in savings. His company invested less than $1500 for him to attend a conference. He also received a cash bonus. The company benefited, he benefited, and his customers benefited.

Investments go beyond attending conferences. One of our members and sponsors put out a challenge to their employees to get an industry certification or designation. The company, GMC Software, made the investment in time and covered all certification fees. As a result, 124 of GMC’s employees obtained either an EDA designation or EDP certification. That is 20% of their employees in one year!

Why did GMC do it? Because they want to developed their people and make them more valuable to the company and subsequently, their customers.

We want to invest in you!

I have attended dozens of conferences over the years and when I do, I have only one objective: leave with one idea or contact that not only paid for the conference, but made me money. Over the years, I have made a lot of money for the companies I have worked for.

Xplor conferences are filled with a wealth of knowledge, great ideas, and great contacts. As such, I would like you to attend the conference free as my guest. (Sorry but you will have to cover travel and hotel)

Xploration® 16 will take place April 5-7, 2016 at the Caribe Royale Orlando in Florida. – featuring 55+ educational sessions, 3 keynote speakers, 2 networking lunches, 2 evening networking events and 35 exhibitors.

For more information, click here.

To receive a complimentary conference pass (Value $1199) simply meet these three simple criteria:

1. An end user* (no vendors please)
2. Have not attended an Xplor annual conference for the last eight years
3. Stay at our host hotel, the Caribe Royale Orlando, a beautiful resort property for $159/night.

To apply, click here.

Any questions contact me at skip@xplor.org. Hope to see you in Orlando.

 

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

 

*End users are identified as users/buyers of technology. Includes, but not limited to, banking, insurance, healthcare, government, utilities, commercial printers, service bureaus, etc.

The Anti-Customer Experience

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By Skip Henk, EDP, President/CEO of Xplor International

A great deal of focus for Xploration 16 is on the Tracks & Topics 1Customer Experience as well as the technologies and processes that surround it. I must admit in helping put together our 2016 Education Matrix, I learned a great deal in trying define both the concept of Customer Experience and the complex world surrounding it.

However, after a recent experience with my health insurance company I may have been negligent in leaving out one category: The Anti-Customer Experience.

The Start of the Anti-Customer Experience
I recently received an email from my insurance provider who notified me via email that I should have received my enrollment package and I was enrolled for 2016. The problem was that I had not in fact received my enrollment package and had no idea what my premium would be or if there was a change in my coverage. So I decided to call their hotline.

Could it Get Worse? (Hint: Yes)
Once I got past the oh-so simple just let me talk to a person menu prompts and through the awful hold music, my conversation started when I spoke to Walter in Customer Service. He asked standard questions to verify my identity so I provided my policy number, name, social security, etc. Walter then informed me that since I had a current policy, I needed to speak with a different department. So he forwarded me to Lisa in Member Services. I provided the same information to Lisa, explained the same reason for calling, and then was told I needed to talk to the sales department since it was for a renewal. After Lisa forwarded me to Sierra in Sales, I (again) gave the same information, repeated the same process and guess what!? Do you see where this is going yet? Yep. I was forwarded once again, but this time to Ida (who told me I needed member services again!), then Dora and finally a manager Nigel. Dora was the most helpful as she stayed on the phone with me WHILE contacting her manager (Nigel) and promised not to forward me again. Only took five people for good service…

Total process to get a quote for 2016 and my pamphlet? 32 minutes.

Adding Insult to Injury – (and a bit of venting)
After I voiced my frustration to Nigel about the whole process, he apologized but then informed me that my 2016 premium was 36% higher (no further comment here).  He did offer me a policy that had fewer benefits and in his words was ”only $182.15 higher per month”. This was still about a 10% increase in my policy. Somehow I did not feel good paying more for less while spending 30 minutes and getting aggravated. I did not feel the love.

The results of the Anti-Customer Experience Campaign
As a result of my “pleasant” experience, I am now spending my time looking for alternative healthcare plans which to me only surpasses my disdain in buying a new car.

It really was not the 10% increase, which I am still not happy with, or the reduction in benefits, even though with a family is hard to swallow. How they treated me as a customer paying a lot of money for coverage is what drove me to look elsewhere. It is just about the principal.

The CommercialXplor16_300x150
Xploration 16 has a great deal of content on the importance of the Customer Experience. If you have never attended the annual Xplor event and are an end user, I invite you to apply for our “First Timer Recognition Program”. Here, you will have the chance of receiveing a FREE full conference pass to enjoy the event. Are you an Xplor Veteran? Than we have a package that will cover your conference pass AND hotel stay. Just get to Orlando and you’ll be taken care of.  Hope to see you there!

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International