Category: eDelivery

The impact personalizing customer communications has on business, customer loyalty, and corporate profits

Customer attitudes towards business’ have changed.  McKinsey & Company found that customers expect better consistency, quality, availability, and value from organizations, whether that is making a purchase online, interacting with customer service, or receiving communications such as bills, statements, and invoices.  Customers also want to customize their experience so it will be personalized for them. If enterprises cannot meet consumer expectations, then they will switch to new and different businesses that will provide products and services that will meet their expectations.

• Where is my print job?
• Have my statements and letters been mailed?
• When will those documents be delivered?
• Have I re-couped postage and production cost by line of business?

20 years ago, the average consumer used two touchpoints when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. (Marketing Week)  And that’s not including the after purchase touchpoints including, invoicing, billing, shipping, service and support, and feedback.

Businesses that create exceptional customer experience (CX) can gain an advantage over their competitors.   They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy.   Consumers expect a seamless, consistent experience across the various channels and devices used to interact with a marketing or transactional communication.   In the mobile-first world in which we work and live, businesses need to ensure that all customer communications are constructed and delivered in a mobile-ready format, that responds to the device being used.

Businesses that create an exceptional customer experience (CX) can gain an advantage over their competitors.   They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy.   Consumers expect a seamless, consistent experience across the various channels and devices used to interact with a marketing or transactional communication.   In the mobile-first world in which we work and live, businesses need to ensure that all customer communications are constructed and delivered in a mobile-ready format, that responds to the device being used.

ePresentment services are essential components of the processes that allow consumers to access documents via web portals and mobile devices. At the most basic level they are also used in large organizations to distribute internal documents and reports. However, it’s behind the scenes that ePresentment services get interesting.  In this post, we’ll look at the key functions of ePresentment services – bursting, transformation and viewing.