I have two questions for you:
For most companies, the answers to the above questions are NO and YES.
I take that back. The majority of clients where I ask that question answer, "I don't know!"
If you were entirely honest, would your answer be the same?
The reason? Customer communication systems have rarely been designed from the
ground up. Individual departments create individual solutions and there is no centralized
control. Documents are designed at different times by various individuals. Then they go
into production and are rarely examined again.
"So what?" you may say, "It seems to be working!"
OK, so are you comfortable spending money on labor, paper, ink, and postage to
generate documents that may be entirely worthless? Or worse, may actually be damaging
your customer relationships? Is it OK that conflicting, unclear, or irrelevant documents
might be causing customers to call your customer service department for an explanation?
I didn't think so. Nobody can afford to waste money today. And customer churn or a loss
of market share has a direct impact on the bottom line. If your documents are not
contributing to your overall corporate objectives, you need to do something!
- 1. Is every single communication with your customers
generating the results you hoped for?
- 2. Is it possible that some documents you are currently
sending to customers do not align with your corporate
customer experience objectives?
For most companies, the answers to the above questions are NO and YES.
I take that back. The majority of clients where I ask that question answer, "I don't know!"
If you were entirely honest, would your answer be the same?
The reason? Customer communication systems have rarely been designed from the
ground up. Individual departments create individual solutions and there is no centralized
control. Documents are designed at different times by various individuals. Then they go
into production and are rarely examined again.
"So what?" you may say, "It seems to be working!"
OK, so are you comfortable spending money on labor, paper, ink, and postage to
generate documents that may be entirely worthless? Or worse, may actually be damaging
your customer relationships? Is it OK that conflicting, unclear, or irrelevant documents
might be causing customers to call your customer service department for an explanation?
I didn't think so. Nobody can afford to waste money today. And customer churn or a loss
of market share has a direct impact on the bottom line. If your documents are not
contributing to your overall corporate objectives, you need to do something!
Document Operations Experts
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Professional - Industry Focused - Experienced
your documents pull their weight. Fill out the form below to receive a complete description of the process we use to help companies like yours put their documents to work! Mike Porter - President - Print/Mail Consultants
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Insurance – Legal - Direct Mail – Telecommunications – Financial – Utilities - Government |
| Copyright 2006-2009 Print/Mail Consultants All rights reserved. |
At Mailing Systems
Technology we strive to
give our readers the very
best in mail industry
information. I personally
rely on Mike Porter as a
knowledge.
We ask Mike to contribute
articles for publication in
our print and online
magazines regularly. His
“In the Trenches” column
is a highlight of our
Mailing Systems
Technologies newsletter.
Mike is truly an expert in
his field.
Dan O’Rourke, Editor
Mailing Systems
Technology
Technology we strive to
give our readers the very
best in mail industry
information. I personally
rely on Mike Porter as a
knowledge.
We ask Mike to contribute
articles for publication in
our print and online
magazines regularly. His
“In the Trenches” column
is a highlight of our
Mailing Systems
Technologies newsletter.
Mike is truly an expert in
his field.
Dan O’Rourke, Editor
Mailing Systems
Technology
| Are You Prepared? Take a FREE IMB Readiness Quiz CLICK HERE FOR THE QUIZ! |
Well, don't feel bad. You've got plenty of company. In fact,
most companies have only a vague idea of exactly what
documents are being produced, by which departments, and
when. They certainly don't have a strong sense of security
that all their documents are consistent in message, style,
and terminology.
| CLICK PLAY TO SEE A SHORT MESSAGE ABOUT GETTING A HANDLE ON YOUR CUSTOMER COMMUNICATIONS |
| PMC Writing Services We will create content for you! Visit the PMC Writing Services Home Page |
