When thinking about customer communications, the customer journey is the best place to begin.
Consider this: your organization spends millions to attract prospective customers with engaging messages and content distributed through modern communication channels, including YouTube, social media, mobile ads, and more.
Now, think of all the interactions that take place after you have won a customer. Contracts, welcome kits, bills, statements, claims processes, customer correspondence, upsell and cross-sell communications, and so on. How do they measure up?