How to Manage Customer Touchpoints

Another unpleasant jolt to our euphoria arrived earlier this year in the form of an average 17-percent, bulk-rate postage hike. The ink had barely dried when yet another round of postal hikes was announced. Escalating fuel prices ignited a troubling round of rising shipping costs. And mounting paper prices have seriously undermined the other, once stable, mainstay of our now wobbly three-legged stool—that is, paper, postage and shipping.