In business, the idea of a failing customer communications program can be frightening. In today’s fast-paced world, you only have a moment to get your customer’s attention and multiple mailings can be costly and end up turning customers off.
Research shows that regular and consistent customer communication programs help build loyalty and trust. But in a world of seemingly infinite information, how can you create an effective program using integrated communications that engages customers along several key touchpoints? Here are few options to ensure your program is comprehensive enough to meet your customer communication goals:
- Dynamic Full Color Messaging. Enhancing invoices with targeted, customized messaging can transform them into powerful marketing and communications tools during every billing cycle. Up-sell and cross-sell products and services using the valuable real estate already available on your monthly invoices.
- Envelope Messaging. Making a good first impression is one of the most important aspects of any communications campaign. Immediately engage and capture your customer’s attention with full color messages on the outer envelope that will highlight and reinforce the messaging inside.
- Electronic Messaging. Creating branded email blasts and newsletters will help you utilize the customer data you already have and turn them into a powerful marketing tool. Additionally, an online, dynamic electronic billing portal gives you the opportunity to engage your customers where they likely spend a majority of their time: online.
- Lifecycle Marketing. Implementing programs like welcome, win-back and new member programs, calendar inserts and other types of promotional programs are turn-key solutions that help you improve customer retention and take advantage of events throughout the year.
So, have no fear. Dynamic, integrated and creative customer communications programs are easier to implement than you think. Working with the an experienced provider, you can seamlessly integrate your billing processing into a communications program that helps capture attention, drive revenue, create customer loyalty and increase brand awareness.
We’ve talked about it before but it’s worth repeating. Did you know that transactional documents like your monthly invoice have a 97 percent open and read rate? Today, when people are receiving emails, text, tweets and updates at an unbelievable speed, that’s an amazing number. Are you taking advantage of the messaging opportunities on your monthly invoice? It’s not only a vehicle to tell your customers how much money they owe and a recap of their charges, it’s also prime real estate to place carefully-targeted messages to your customers. You can use it to reinforce your branding, cross-sell or up-sell new products or services, announce a sale or promotion or just offer a public service announcement. And you can change the message each month. Turn your monthly invoice into a powerful marketing and communication tool by using features such as Full Color Dynamic Messaging and Envelope Messaging.
Full Color Dynamic Messaging allows you to incorporate full color images into your invoice as well as modify fonts and insert bulleted text, which in turn, allows you to create targeted, customized messages for your customers to see when they view your monthly invoice or statement.
Envelope Messaging reinforces the messaging on the invoice inside the envelope. It allows you to capture the recipient’s attention right off the bat. It’s also a great way to boost your cross-selling and up-selling potential and maximize your marketing efforts.
If you’re not already incorporating Dynamic Messaging into your invoice and/or envelope, this might be a good time to start. You’ll be glad you did.
How many times a day do you look at a calendar to check the date or to plan a meeting?
Calendars have been around for thousands of years. Some have been lunar and some have been solar. From ancient Sumer to the Mayans to the Greeks to the Romans, each civilization has had their own version of a calendar. According to Wikipedia, the Gregorian calendar is the calendar most widely used today and was a refinement of the Julian calendar.
Calendars are an essential business tool. While many of us do use the calendars on our phones or work email, look around your office and you’ll see that nearly every office or cubicle has at least one calendar hanging on the wall.
Even time travelers have been known to need to use a calendar to be able to plug in a date in order to travel back and forth in time (think Back to the Future, Doctor Who or Time Machine).
So with all this in mind, why not consider taking advantage of an OSG Calendar Insert? It’s a practical, cost-effective gift since it fits nicely into the mailing envelope you’re already sending out with your critical customer communications. An added benefit is that it keeps your logo and brand front and center all year round and that in turn can help build brand loyalty. Call your Account Manager today or view our designs at: http://www.osgbilling.com/calendar_inserts_ms.asp.
Back in 1492, Christopher Columbus set out to discover a new continent and landed in America. Sometimes you can make great discoveries in the most unlikely of places. You too can be a great explorer and uncover the possibilities within your monthly invoice.
Each month you have the opportunity to include targeted messages to your customers. Using Full Color Dynamic Messaging you can incorporate full color images into your invoice as well as modify fonts and insert bulleted text, which in turn, allows you to create targeted, customized messages for your customers to see when they view your monthly invoice or statement.
This month it might be a Breast Cancer Awareness public service announcement and next month it might be a Thanksgiving discount. Or maybe you have a new product or service you want to let your customers know about. With Full Color Dynamic Messaging you can keep your customers in the know. And a great benefit of this service is that you can change the message from month to month.
You’ve got the tools. Now go ahead and see what great discoveries you can unearth.
Last week was the official start of Autumn. As you watch the seasons transition one to the next your thoughts might turn to other lifecycles moving along like your company’s lifecycle marketing campaign. If you have one. And if you don’t, maybe this change in season might prompt you to think about launching one.
Implementing or maintaining a lifecycle marketing campaign is not as daunting as it might seem. And truly does not take up as much time as you might think. It’s really all about delivering the right message, at the right time, through the right channel to the right customer.
So how do you get started? If you send out a monthly invoice you’re already on your way. Once a month you actually have the opportunity to initiate a conversation with your customers through the monthly invoice. Thanks to features like Full Color Dynamic Messaging and Full Color Envelope Messaging, you can include targeted messages to your customers. And research shows us that transactional documents (ie, invoices) get opened and read 97 percent of the time. That number means you are virtually guaranteed to have your invoice, and whatever message you included on it, seen by your customers.
Not sure what kind of message to include? Think about whether you have any upcoming specials planned and then craft something around that. Or look at the calendar for inspiration. In the coming months Rosh Hashana, Columbus Day, Halloween, Veteran’s Day and Thanksgiving are coming up. Use the holidays as a way to be in touch. Either through a targeted message or in a separate mailing specific to the holiday. Even when there are no holidays in the near future you can always send a customer survey and ask your customers to let you know how you’re doing.
If you need help, the OSG Creative Studio is always available to you. From welcome postcards to calendar inserts to win-back programs, lifecycle marketing can help you grow and nurture long-term relationships with your customers.
Did you know that this Saturday, September 24, is National Punctuation Day? According to The National Punctuation Day website, the day is “a celebration of the lowly comma, correctly used quotes, and other proper uses of periods, semicolons, and the ever-mysterious ellipsis.”
Do you have plans for Saturday? For starters, you might want to brush up on some grammar basics. Few things look worse in business correspondence, marketing materials or a website than poor grammar. Not sure if that comma belongs? Run it through Grammar Check or show it to someone else before hitting send. Have a little more time on your hands? Read the classic book, The Elements of Style by William Strunk Jr. and E.B. White. Or review your company style guide or check out some of the other resources on the National Punctuation Day website.
In a world of Tweets and social media posts where it’s rare to see a whole word spelled out, punctuation is even less visible unless it’s to create an emoji :). Saturday is a great time to start to reclaim the English language starting with proper punctuation. You’ll look and sound better. And you’ll be in great shape when National Grammar Day comes around on March 4.
It’s important to stay top of mind with your customers and to keep the lines of communication open. That’s why even when you don’t have an invoice or statement to send out you can still be in touch with your customers. Doing this will allow you to connect and solidify your relationship and also create further business opportunities.
The OSG Creative Studio can help you create promotional materials that launch from triggered events to capture your customer’s eye, pique their interest and open the door of opportunity.
You have many different options for how and why to be in touch. Look to the calendar for upcoming calendar-driven events like Halloween, Thanksgiving or New Year’s. Or create month-to-month campaigns designed to stay in touch with your customer through engaging communications. These provide additional buying opportunities and/or take advantage of seasonal “good-will” moments, end-of-year promotions and other incentives to have positive communication.
In addition to these calendar-driven triggers, we also offer other key elements that can be tailored to your specific promotion and incentive campaigns. Calendar inserts and customer surveys are just two examples of additional opportunities to help you reach your customers and your goals.