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4 Ways to Improve Your Customer Communications

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.


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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.

 

HP Exstream Takes Customer Communication Management to 11!

Guest post by Deborah Corn

I can’t resist a Spinal Tap reference, and in this case it’s easy to work in. I was hanging out in the HP High Speed Inkjet area at DscoopX last week and Heather Oliver from HP Exstream was just a few feet away manning their demo station. I was able to catch her in a brief moment between customer and attendee visits, and she was kind enough to talk to me about HP Exstream and the upcoming Xploration 15 Conference. I had no idea this software did all that it does – like spell check MEDICAL and LEGAL terms, and now with the launch of Empower customer communications can be managed online, and by a group of people!!! So actually, maybe this product goes to 12!

Check out the Xploration 15 Pre-Conference Workshop I am presenting with Trish Witkowski from Fold factory and Joanne Gore from Avanti on April 13th: Rescue Your Printshop’s ROI… Online Strategies For Offline Success

See you in Orlando!

Madison Advisors Returns to Xplor Conference to Share CCM Insights

Half-Day Pre-Conference Event Helps Kick Off Xploration® 15

Lutz, FL —February 24, 2015—Xplor International, the worldwide electronic document systems association, today announced that the Madison Advisor’s Pre-Conference Intensive will once again be part of Xplor’s Annual Conference, Xploration® 15, April 14-16, at the Wyndham Orlando Resort International Drive in Orlando, Florida. The pre-conference program will take place April 13, 2015, from 1:00 to 5:00 PM. Attendees can register at www.cvent.com/d/l4qklv.

Tweet this: @Madison_Advisor Pre-Conference Intensive again returns to Xploration® 15 in Orlando, Florida #Xplor15 www.cvent.com/d/l4qklv

Madison Advisors provides thought leadership, strategic consulting, and market research to clients in the customer communications management (CCM), electronic delivery, and print industries. Their industry-neutral expertise enables end-user organizations, service providers, and vendors to achieve their strategic objectives around transactional customer communications and publishing services.

This year’s pre-conference program will feature three sessions that include:
• Archives: Not Just for Documents Anymore
• Measuring What Matters: Dashboards and KPIs
• Minding Your Print & Queues: Job Scheduling, Tracking & Optimization

For detailed information about the Madison Advisors program, please visit ow.ly/JADeo.

Pricing
Attendance to the Madison Advisors pre-conference program is not included with the conference’s Platinum Passport. However, attendees can purchase this pre-conference program during the registration process for Xploration® 15. For Xplor Members, the cost is $200 USD and non-members, $225 USD.

About Xploration® 15
Xploration® 15 is being held at the Wyndham Orlando Resort International Drive from April 14-16, 2015. Pre-Conference Programs will take place on April 13, 2015.

For questions about Xploration® 15, please contact Xplor Headquarters at +1-813-949-6710 or by email at register@xplor.org. To register, or for more information, please visit the conference website: www.cvent.com/d/l4qklv.

Registration to the three-day event includes access to all of Xploration® 15’s 60+ educational sessions, panels, keynotes, general sessions, evening networking events, networking lunches and a breakfast on Thursday.

A limited number of exhibit spaces are still available. Vendors interested in becoming an exhibitor or event sponsor should contact Xplor’s Director of Sales, Deborah Green, at +1-770-444-3845 or via email at deborahgreen1@earthlink.net.

About Xplor International
Xplor International is a worldwide, not-for-profit professional association that consists of thousands of users and suppliers of the products and services that create, modify, and deliver customized information using a wide variety of document technologies. The association provides educational products and programs for its members and the industry at large through conferences, meetings and annual events. Xplor International has its worldwide headquarters in Lutz, Florida with affiliated offices around the world. Further information is available at www.xplor.org.

Facebook: facebook.com/XplorInternational
Twitter: @Xplor_Int

Xplor International Media Contact:
Chad Henk, EDA
Marketing Coordinator
+1-813-949-6171
Chad@xplor.org

About Madison Advisors


Madison Advisors, an advisory firm, exists to advance the print and electronic communications objectives of Fortune 1000 companies. The company’s analysts provide advisory services for a range of content delivery strategies, particularly those addressing enterprise output technologies and customer communications. Through short-term, high-impact engagements (measurable in days or weeks, not months), Madison Advisors offers expertise and advisory services that directly help clients achieve hard and specific return on investment (ROI) related to their enterprise output goals and objectives. The company’s analyst team has an extensive background in the enterprise output industry, enabling Madison Advisors to offer its clients unique, objective perspectives and unparalleled guidance for their print and electronic communications initiatives. For more information about Madison Advisors, visit the company’s web site at www.madison-advisors.com or call (817) 684-7545.