Communication channel preferences
Posted: Mon Jan 06, 2025 5:19 am
To reduce costs, organizations increasingly want to communicate digitally with their customers. Companies regularly express the ambition that within a few years, the share of digital communication should be the largest. Some organizations even want to be 100 percent digital. I doubt whether this is realistic, because do they know whether their customers are waiting for this? And what is the effect on customer satisfaction?
In recent years, there has been a lot of attention for the preference of recipients for certain communication channels. In addition to cost savings for companies, there must also be an advantage for the customer. And guess what? Many consumers often want to receive certain documents – such as invoices – digitally, but there is also a significant number of consumers who still hold on to physical information.
Depending on the information, people choose a communication channel. For example, the majority (70%) of consumers want to receive their mobile phone bill digitally, but more than half (60%) choose to receive an insurance policy physically (Recipient Survey, Synovate 2012).
Photo courtesy of Fotolia
How does it work in practice?
An example of organizations that send various kazakhstan phone data information are insurance companies. They send policies, invoices and overviews, among other things, but also regularly send newsletters to customers. As an insured, I could, for example, indicate that I would like to receive a policy by post, but payment orders digitally in my FiNBOX . I can also indicate that I want to receive a text message as a payment reminder and possibly receive the newsletter at my Hotmail address.
Does my customer want this?
If the insurer wants to save costs by communicating more digitally, the company must enter into a dialogue with the customer. What information do they want to receive and in what way? Companies from other sectors also claim that they want 100 percent digital, but the most important question they must also ask themselves is: does my customer want this? Companies cannot only look at their own cost savings, they must also include the customer's wishes in these decisions. If organizations make the switch to digital, will they maintain customer satisfaction and will the customer experience remain the same, or perhaps improve? These are important questions, but how do you approach.
In recent years, there has been a lot of attention for the preference of recipients for certain communication channels. In addition to cost savings for companies, there must also be an advantage for the customer. And guess what? Many consumers often want to receive certain documents – such as invoices – digitally, but there is also a significant number of consumers who still hold on to physical information.
Depending on the information, people choose a communication channel. For example, the majority (70%) of consumers want to receive their mobile phone bill digitally, but more than half (60%) choose to receive an insurance policy physically (Recipient Survey, Synovate 2012).
Photo courtesy of Fotolia
How does it work in practice?
An example of organizations that send various kazakhstan phone data information are insurance companies. They send policies, invoices and overviews, among other things, but also regularly send newsletters to customers. As an insured, I could, for example, indicate that I would like to receive a policy by post, but payment orders digitally in my FiNBOX . I can also indicate that I want to receive a text message as a payment reminder and possibly receive the newsletter at my Hotmail address.
Does my customer want this?
If the insurer wants to save costs by communicating more digitally, the company must enter into a dialogue with the customer. What information do they want to receive and in what way? Companies from other sectors also claim that they want 100 percent digital, but the most important question they must also ask themselves is: does my customer want this? Companies cannot only look at their own cost savings, they must also include the customer's wishes in these decisions. If organizations make the switch to digital, will they maintain customer satisfaction and will the customer experience remain the same, or perhaps improve? These are important questions, but how do you approach.