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1. Low customer effort vs customer delight – which wins loyalty?
(Blog)
Apart from flower children and the Beetles, the 1960s also saw the rise of Customer Satisfaction as a business discipline. The 1970s developed this within the public sector and the 1980s focused on private ...
Created on 21 May 2013
2. 5 Essential Steps to a Winning eBill Strategy
(Blog)
Imagine these 3 scenarios: You received an email notification that your credit card bill is ready for viewing and payment online. You don't remember your password. Do you pay it? If so, when? Your ...
Created on 01 May 2013
3. Eeny meeny miny mo – which mobile OS should you go?
(Blog)
Having launched our first Striata mobile application for iPad and iPhone (yes, we went native) – many of our internal discussions (more like heated debates!) centre around which mobile operating system ...
Created on 16 April 2013
4. Paperless adoption plateaued? Ensure your eConsent process for mobile is convenient
(Blog)
... mobile paperless process, your company's paperless adoption rate will continue to slow, and maybe even stop completely. The solution: 1-click mobile eConsent: Yes, it's possible! Here's how you can fix ...
Created on 02 April 2013
5. eDocument security: Ensure your paperless gateway isn't locked
(Blog)
Paper turn-off - still a challenge Getting customers to turn off paper is proving to be more difficult than anticipated. Online banking has evolved tremendously from RBS' Homelink in 1983 to what is ...
Created on 22 March 2013
6. Security measures for your eDocument data
(Blog)
Data security is something most of us would prefer to leave to the experts. All we want to know is that our compliance boxes are ticked and no nasty surprises are waiting for us. So, what is your mental ...
Created on 18 March 2013
7. Your document password shouldn’t be the weak link in your secure communication chain
(Blog)
In the first post of our security blog series, Linda Misauer spoke about the importance of key length to avoid brute force attacks on the key itself. She stated that 128-bit encryption is sufficient for ...
Created on 08 March 2013
8. Google, Digital Mailboxes and the long tail of billing
(Blog)
... in the long run... The long tail of eBilling Having your top five billers automatically insert their bills and statements into a digital mailbox would help drive paperless adoption, but it is just ...
Created on 18 February 2013
9. No More Postal Service? What’s your eDocument delivery strategy?
(Blog)
... website. The actual rates are likely worse than you think.  Here are the paperless adoption rates as of Dec 2011 4 * Insurance 8%         * Utility 12%       ...
Created on 14 February 2013
10. How to “surprise and delight” when your customers want more than just eBilling...
(Blog)
The eBilling landscape is changing across Asia. From discussions with my international colleagues, it’s clear that the market here is quite different from the rest of the world. In countries like the ...
Created on 31 January 2013
11. Usernames and passwords: everybody hates them
(Blog)
"Many Americans would rather clean toilets than try to come up with a new username or password for sites requiring online logins, a new study shows."* Protecting confidential information within biller ...
Created on 30 January 2013
12. Leveraging Big Data to deliver the one-to-one message? Don't get caught in a trap
(Blog)
I attended a retail banking conference recently, where the conversation surrounding customer service was more present than I ever could have imagined. I’m no cynic, in fact, I don’t even dabble much in ...
Created on 17 January 2013
13. 13 Unlucky for some? 13 Tips for successful email marketing in 2013!
(Blog)
Seeing that I am kicking off our blog this year, I would like to take this opportunity to wish you a prosperous and productive 2013! For some, it’s the dreaded 13. But to ensure your campaigns are a success, ...
Created on 09 January 2013
14. Striata’s most popular eBilling blog posts for 2012
(Blog)
... your website registration for paperless adoption. While Keith Russell encouraged billers to step into their customers' shoes and offer them an eBilling solution that they prefer  - eBilling: step ...
Created on 14 December 2012
15. The 2012 Paperless Banking Challenge: Interim results
(Blog)
... paperless adoption project, they should include "Push" as an additional option.. Bank B: Sign-ups are disappointing, with around 2% of the targeted customer base going through the three page registration ...
Created on 04 December 2012
16. Paperless and simplified-simple for whom?
(Blog)
... multiple use names and passwords is a barrier to paperless adoption And more telling still...46% would like a statement emailed to them whilst only 14% want to fetch it on a biller’s website as covered ...
Created on 26 November 2012
17. Part 4 - Improve deliverability: Essential technical setup
(Blog)
Throughout this series I have shared tips and tools you can use to help enhance your email deliverability. In this final instalment, I would like to take you on a journey 'behind-the-scenes' and discuss ...
Created on 09 November 2012
18. Part 3 - Improve deliverability: Your email has been delivered, now will it be opened?
(Blog)
Now that you've figured out how to get your email past the predictable technology based filters (as discussed in part 2 of the deliverability blog series),  you have to deal with something way more ...
Created on 01 November 2012
19. Part 2 - Improve deliverability: How to glide through spam filters
(Blog)
We dealt with validating customer email addresses last week in this special deliverability series and today we are going to tackle the issue of spam filters. One of the biggest concerns when sending ...
Created on 26 October 2012
20. Email Deliverability Part 1 - Improve deliverability: validate customer email addresses
(Blog)
Getting the email into the inbox is so much more than just creating something that looks great, passes spam tests and having your database of addresses ready. Before hitting send it’s vital to validate ...
Created on 22 October 2012
21. How well do you deliver? Follow our deliverability blog series and make your emails count
(Blog)
The discipline of email distribution is riddled with acronyms and industry terms. DMARC, SPF, DKIM, CTR, pre-headers, engagement rates... are just some of the expressions that you are faced with on a daily ...
Created on 16 October 2012
22. Email: 8 Rules of engagement
(Blog)
So you’ve been through all the deliverability tutorials and you have implemented all the recommended best practices. The emails should land in the Inbox and your job is done! Not so fast... It is ...
Created on 21 September 2012
23. 66 Reasons to simplify your customers’ eBilling experience
(Blog)
For many years I thought I was alone in my frustration with multiple passwords for the various websites I need to access on a semi-regular basis. There are just so many! Don’t tell anyone, but hidden on ...
Created on 19 September 2012
24. Will the launch of 'De-Mail' drive paperless adoption in Germany and beyond?
(Blog)
Now that Deutsche Telekom has finally moved government-certified secure digital mail solution, De-Mail, from pilot to launch, I predict Germany will see an uptick in consumer acceptance of paperless communications. ...
Created on 10 September 2012
25. Give your mobile eBilling strategy a 'PUSH'
(Blog)
When considering paper suppression, organizations need to think 'mobile', as the percentage of people reading email on the move is rocketing. Which eBilling model should you consider to meet this growing ...
Created on 05 September 2012
26. Send Birthday emails to customers - your gift is a great ROI
(Blog)
It’s been a month since my birthday, so my mobile phone and email inbox are no longer flooded with all sorts of well wishes and social birthday notifications. While I am grateful the number of emails in ...
Created on 27 August 2012
27. FROM nobody@example.com – Why do some senders neglect the basics of email marketing?
(Blog)
I get so excited when I see clever email marketing or even simple relevant email marketing. There are so many great examples from companies getting it right. Unfortunately there are just as many companies ...
Created on 14 August 2012
28. Effective communication can reconcile the insurance industry
(Blog)
I have a broker / personal financial advisor (PFA) who keeps me up to date with the latest products that should be of interest to me within the financial services and insurance industry – or so I think. ...
Created on 06 August 2012
29. 3 Top reasons to start sending email receipts
(Blog)
Email receipts are a highly underutilised tool. They are an incredible addition to your communication suite, an opportunity to cross sell and they enhance future marketing, yet only a handful of bricks ...
Created on 01 August 2012
30. 5 Common challenges organizations face in maintaining email data
(Blog)
Every digital communicator knows that your ability to reach customers starts with valid contact details. If ‘position, position, position’ was the holy grail of the traditional marketing era, then ‘data, ...
Created on 03 July 2012
31. The 2012 Banking Challenge: Paper turn-off test cases – predict the outcome
(Blog)
... hot potato of paperless adoption to the marketing team to come up with ever more inventive and desperate incentives for customers to suppress paper. The truth is that if you have 25% adoption for eBilling ...
Created on 25 June 2012
32. Avoid the marketing void - go Transpromo!
(Blog)
Companies are increasingly offering their customers digital solutions to replace paper communications, as this happens, customers are no longer marketed to effectively and a marketing gap occurs. So, ...
Created on 19 June 2012
33. Ditch your website registration for paperless adoption
(Blog)
If website registration is required, more than 75% of your consumers will not adopt paperless billing. For the better part of a decade, billers and financial institutions have been trying to get customers ...
Created on 05 June 2012
34. Are you disciplined enough to run your own email marketing campaigns?
(Blog)
The ongoing upsurge of the online audience, social media, mobile and eCommerce coupled with the overall evolution of the average consumer, means that email campaigns, whether they include marketing offers ...
Created on 29 May 2012
35. Digital migration: You could be saving $500k in print and postage!
(Blog)
Do you know exactly what your company’s targets are for print and postage savings over the next two years? Not having targets could be costing you a fortune. I recently attended a 'digital partner strategy ...
Created on 22 May 2012
36. Make that welcome email count!
(Blog)
Welcome emails are an opportunity not to be missed Your welcome email message is possibly the best opportunity you will ever have to engage with your customer through the email medium and subsequently ...
Created on 15 May 2012
37. Postage price hikes - what is the true cost to DELIVER?
(Blog)
A loss of almost £1 billion over the past four years is hard to swallow and now the UK Royal Mail is feeding that to us. A Royal Mail postal rate increase, the biggest in percentage terms since 1975, is ...
Created on 02 May 2012
38. The Long Tail of eInvoicing Success
(Blog)
eInvoicing is big business – and pretty soon it's going to be for small business too... There are many studies that explain the huge cost of paper-based invoicing and just as many that show the benefits ...
Created on 24 April 2012
39. Get your customers to say 'Yes' to digital documents
(Blog)
Rising postal costs, the need to go green and the relentless quest for better process efficiencies are increasing the pressure on companies to move their customers over to email billing. But turning off ...
Created on 18 April 2012
40. Innovation Inside - Email on the Edge
(Blog)
The Technology Lever Deloitte’s Center for the Edge recently published the 2011 Shift Index, which confirms an unsettling long term downward trend: publicly traded US companies show a 75% decline in ...
Created on 20 March 2012
41. When developing your eBilling strategy – are you like a deaf salesman who tells instead of listens?
(Blog)
I recently attended a two day event at London Olympia with a couple of work colleagues. After listening closely to scores of presentations, I left, more often than not, completely unaware of the salesperson's ...
Created on 14 March 2012
42. Email: The Nudge Effect
(Blog)
When compared to other communication channels, email has always produced a great ROI. With email being such a cost effective communication channel, it is probably difficult to understand how it can generate ...
Created on 08 March 2012
43. Email bills should be like iTunes: anywhere, anytime, any device…
(Blog)
Technology is evolving at an incredible rate, which means that the strategies you employed 2 or 3 years ago are probably no longer on target. Take personal audio for example: If a group of music executives ...
Created on 28 February 2012
44. Is your email campaign a #fail or will your customers click?
(Blog)
February is the month of love. The month where many a rose is bought, anonymous dedications of love are made and secret kisses stolen. It is also the month where many email marketers grab the opportunity ...
Created on 22 February 2012
45. Why secure email technologies won't turn off paper
(Blog)
... when you can send the actual document itself? If you want to achieve significant paperless adoption rates, we recommend that you keep it really simple. Adopt a one click, no registration approach and ...
Created on 15 February 2012
46. Why would you segment your eStatement client base?
(Blog)
Too many companies assume that when a product is universal, it must appeal to everyone and the same message, sent to all recipients should be enough to convince them to sign up. Not so. Even in the ...
Created on 08 February 2012
47. Why email split testing HAS to be a focus this year
(Blog)
We are well and truly in the digital age. We consume information on an array of devices and in a number of ways. Today alone I read an email on my mobile (blurry eyed when I woke up), later checked social ...
Created on 01 February 2012
48. eBilling: step into your customers' shoes
(Blog)
When you live and breathe eBilling and eStatements like I do (I know – I need to get a life!), it’s sometimes surprising when you hear other people’s thoughts and expectations on the subject. I met ...
Created on 26 January 2012
49. eBilling adoption rates - What's a realistic goal for 2012?
(Blog)
... to achieve a customer adoption rate exceeding 15% pa Across all industries, the average annual paperless adoption rate falls below 10% and the most common point of failure is the registration process. ...
Created on 19 January 2012
50. Need to exchange that sale item but don't have the receipt?
(Blog)
An ingenious application of the humble transactional email is the electronic retail receipt. How many times have you wanted to exchange a purchase, only to find that the receipt has disappeared into the ...
Created on 12 January 2012