The Neopost Guide to Smarter Communications
In addition to cost savings and
productivity gains, more efficient
mail processes can help you
improve the effectiveness of
your communications and meet
the expectations of today’s
sophisticated consumers.
Did You Know?
In a recent study by The Institute
of Customer Service (ICS),
more than four out of five
consumers (83%) identified
quality of customer service as
an important driver of loyalty.
The ICS has calculated that it
costs UK businesses £6,500 and
takes an average of 58 days to
replace a single customer, so any
investment in mailing technology
to reduce customer churn is likely
to be money well spent.
As a specialist in multi-channel
communications, Neopost gives you
everything you need to meet the
changing expectations of the modern
consumer and achieve increased levels
of customer satisfaction.
What customers want
“I need important communications
or items to reach me without fail and
on time.”
People depend on digital and postal
communications to run their daily
lives. From bills, statements, forms and
proposals to the delivery of a passport,
ticket or other purchase, consumers
need to know that an item will be
delivered successfully and within an
agreed timeframe.
“Respond quickly to me.”
Equally important is the time it takes
a business to respond to a customer’s
own approaches. People communicate
with organisations for a reason, usually
because they have a question or a
complaint that can’t wait.
“Communicate with me through my
preferred medium.”
Customers expect to be able to use
a variety of communication methods
– the telephone, email, mobile
messaging, social networks, fax and
the post – but are particular about how
a business can contact them. The most
appropriate choice can vary according
to the purpose of the communication,
the organisation making contact and
the time of day.
How to Improve
Customer Communications
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