Customer communications – the customer is in charge
A key element of this shift in customer communications is a shift from what he calls “compliance communications” to true “customer communications”. From monochrome boring bills and statements to rich, colorful, engaging, relevant marketing communications.
It looks at some of the reasons behind why customer communications is changing, evolving and growing. There has been a huge shift in the allocation of marketing and advertising dollars that companies spend in communicating to their customers and prospects — from broadcast media to narrowcast channels and the transactional and direct mail channels are a key part of this. Within these narrowcast channels digital has certainly been a beneficiary of the shift but two channels in particular, insert media and direct mail continue to be important and these are our sweet spots in DMT. The bottom line is that our market opportunity continues to grow.
Download the presentation here. Bill Shannon Customer Communications
