Clarity and customization go a long way
Working with clients on their critical communication needs means we get insight into how different types of companies transmit information and which methods prove most effective for them. Here are some general observations that apply to anyone trying to create a better customer experience.
- Pretend you’re the customer.
Obvious, right? But really consider it from their end. What are some ways to make the customer experience less annoying and more fluid? What are some offers or messaging that would have an impact and not just take up space? First, clean up the documents. Poorly designed bills and invoices will slow down your revenue stream. If they can’t understand the bill, they certainly won’t pay it on time. Once we achieve that clarity, we can work on messaging that reinforces your brand and drives new business.
- Don’t be so quick to declare that paper is dead.
We’ve scheduled and cancelled the funeral for paper dozens of times. It’s true that as many companies have made the promise to be eco-friendlier and offer payment options more in line with the modern world, the need for electronic billing services has become more prominent. But that need isn’t universal. Many people still rely on paper when it comes to bills, whether for security reasons or plain ol’ habit (yes, even millennials). Listening to that need and being flexible is critical.
- Think about the industry.
One thing we pride ourselves on is not being a one-size-fits-all model when it comes to communication services, particularly since we work with clients across a broad spectrum of industries. Thinking about the needs of specific industries, and how their customers interact with them, is central to our work.