When it comes to customer communications management, enterprises have been delivering on multi-channel communications for decades. From the introduction of variable print, to fax machines, email, online to the social and mobile applications of today, companies have long learned that delivering consistent messaging across multiple channels does wonders for a company’s brand, customer satisfaction scores and overall customer experience.
Bringing customer communications management to your mobile and social channels isn’t just about lowering costs and cross-selling to drive new revenue. It turns out that customers are more willing to stay with companies that offer a seamless multi-channel experience. In a 2014 study Customer Loyalty in Retail Banking: Global Edition 2014, Bain and Co. found that omnichannel customers “gave their bank a Net Promoter Score (NPS) 16 percentage points higher than customers using only digital channels and 22 points higher than those using only physical channels”.
These omnichannel customers didn’t just have higher Net Promoter Scores, their interaction through strong customer communications management also lead to them have on average 1.0 more product with their primary bank than digital-only customers and 1.3 more than branch-only customers. These customers aren’t just more loyal, they are also more profitable.
And utilization of mobile hasn’t peaked yet – it continues to grow at a phenomenal rate. According to a Q3 mobile commerce report by Criteo, Mobile commerce now represents 35 percent of eCommerce transactions globally, with Cross-device purchasing is represented by 50 percent of eCommerce transactions worldwide.
With continued strong growth in mobile and multi-channel commerce, enterprises must find new customer communications management solutions for interacting with their clients that embraces both legacy communications, while opening providing new avenues for communications through online and omnichannel communications. In a recent research paper by Forrester, finding a shared “corporate solutions” was the single leading issue that enterprises face today in customer communications management.
Modern customer communications management solutions, including GMC Inspire, extend company capabilities to help bridge the gap between traditional print and offline communications with emerging digital channels. For example, with the release of R10, GMC Inspire now allows single-pane omni-channel communications design and proofing, making it much easier for enterprises to manage their customer communications.
What is your enterprises plan for consolidating multiple customer communications management solutions? How will you handle the growing number of channels available for your customers to communicate with you?
