58% of small to medium-sized businesses have changed how they send customer communications since the pandemic. This change was primarily driven by the growing need to address customer communication channel preferences. Businesses who interact with their customers via multiple touchpoints and in accordance with their preferences achieve better business results, including higher net promoter scores and revenue growth. A higher customer satisfaction index leads to a greater likelihood of customer advocacy and willingness to share that experience with others:

Forrester chart



One-size fits all communications may not be the best strategy

Depending on your industry, paper communications may still be an essential part of your communication strategy.  However, certain communications could be better managed and received via digital channels. In our latest webinar, "Channeling your Customers' Communication Preferences in 2022" Aspire shared that by 2024, 47% of transactional communications will be digital only, up from 39% in 2022. That's a big jump.

As technology evolves, outbound document processes should follow suit

As more SMBs adopt digital delivery tools, the more customers come to expect that as a standard practice. By implementing a document automation tool, with preference management capabilities, you empower customers to communicate the way they prefer whether it is via text, email, print, or something else. Customers are also able to choose different channels for different types of communications. 

How far along the maturity scale is your customer communication process?

Forrester defines brands’ communications maturity based on the number of channels, the effectiveness of delivery, and planned investment in the communications technology budget. Brands with a more advanced communication strategy have higher customer satisfaction scores compared to those at the lower end of the scale. This is likely because customers have more of a stake in deciding how they would like to receive documents, as well as have a more streamlined way of communicating with the company.

This snapshot from the Quadient’s Customer Communication Assessment Guide outlines four different outbound document process states: 

customer communication assessment guide


Our customer communication assessment guide will help you identify the state of your outbound document process as well as provide an understanding of how each stage impacts your key business priorities, such as:

  • Operational efficiency
  • Employee Engagement and productivity
  • Document integrity
  • Customer experience and satisfaction

The guide will not only help you classify where your business stands but assist you with establishing clear guidelines and developing a plan to get you to your desired stage. 

Propel your organization to the next level

Implementing a document automation platform provides a disciplined approach to managing your outbound communication process.  Among its many benefits:

  • Meet customer expectations - Give them an experience they expect to create long-term loyalty. 
  • Make a greater impact – Trigger a more rapid response with relevant personalized messaging.
  • Gain customer insight - Learn which channels are most popular with your customers and focus your dollars on developing those channels. 
  • Communicate smarter – Make use of the data and insight and adjust communications to meet your customers’ desired content, cadence, and channel. 

Improve and optimize your customer communication strategy to create a truly customer-centric process that empowers customers, aligns with their channel preferences and delivers the best experience with your business. 

 

Related Resources

Quadient Positions as Leader on AnyPrem CCM Software Grid - 2022 Aspire Leaderboard
Analyst Report

Quadient Positions as a Leader in 2022 Aspire CCM-CXM Leaderboard

Match your unique CCM needs to technology providers with demonstrated excellence. Secure premium access to the 2022 Aspire CCM Leaderboard today - courtesy of Quadient!

Channeling your customers communications thumbnail
Webinar

[Webinar Replay] Channeling Your Customers' Communication Preferences in 2022

How do your customers like to receive important communications? Email? SMS? Postbox? The fact is, customer channel preferences are changing rapidly. They are changing often and they vary by...
IDC MarketScape Cloud CCM 2022 Report_Preview
Analyst Report

IDC MarketScape: Worldwide Cloud CCM Applications 2022 Assessment

Get complimentary access to the highly anticipated IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment, a report that provides a 360-degree view of...
canada-post-mailing-shipping
Infographic

Canada Post Mailing and Shipping Guide

Make sure that everyone in the office has the most Canada Post current rates around shipping and mailing. Learn about to the most popular services to save money!
Experience

Experience

A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire

Expertise

Expertise

8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate