make a great statement

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Page 1: Make a great statement

, make a great s tatement make a great impres s ion

[Insert name / job title / contact details etc]

Page 2: Make a great statement

2

: .s tatements a mis s ed opportunity

Companies s pend millions on promoting a good public image through advertis ing and

, PR and s end out bills or renewal forms that look tired and dated, , and wors e s till make the

’ , cus tomers job of res ponding difficult and. unappealing Each bill or form is a unique

- - , piece of one to one communication s o pres ents a great

.opportunity to make the right impres s ion

, Dr Michae l Turton Cavendis h Cons ultants

Page 3: Make a great statement

3

...a good s tatement can

Increas e revenues through targeted- .cros s s e ll and ups e ll mes s ages

Reduce call centre queries by providing cus tomers with c lear

.information on firs t reading

Shorten payment cycles and improve cas h flow by removing barriers to payment caus ed by

.mis unders tandings

Improve the overall cus tomerexperience , build cus tomer loyalty

.and enhance brand awarenes s

Page 4: Make a great statement

the cons umer view reas ons to believe in trans actional

mail

Page 5: Make a great statement

5

.no 1

the cus tomer preference

…Which method is mos t appropriate for

49% of cus tomers s urveyed fe lt more valued when ... they rece ived paper bills and s tatements and

, regardles s of s ector mail is overwhelmingly the .cons umer choice

66%57%

72% 69%76%

13%

11%

7% 8%7%1%

2%

18%

21%14% 16%

11%

13%

10% 7% 7% 5%

FinancialServices

Telephony Utilities Retail Government

Through a secure,password accessedwebsite

By email

Over the telephone (andvia SMS message)

Combination ofelectronic and paper

In the post

: Data Source Quadrangleres earch

Page 6: Make a great statement

6

, It is not jus t TV that can build brands a well crafted paper s tatement can als o create brand advocacy

. more effec tive ly than email or web s tatements

49% more like ly

to recommend

52% bes t media to

s hare withs omeone

Brandadvocacy

: Data Source Quadrangleres earch

an unexpected brand builder

Page 7: Make a great statement

7

, longer more profitablere lations hips

Paper s tatements are als o better at increas ing loyalty and like lihood to buy more

.of a companies goods and s ervices

49% more like ly

to s tay withcompany

47% more like ly to buy extra goods and

s ervices frombrand

£

: Data Source Quadrangleres earch

profit

Page 8: Make a great statement

why trans actional mail works

Page 9: Make a great statement

9

us eful

…Which method is mos t appropriate for

, us eful for cons umers s erving as proof of ID and als o for your bottom

, .line acting as a reminder to pay bills

52%

54%

81%

32%

28%

7%

2%

8%

6%

13%

10%

6%

reminding me to paymy bills

filing so I can go backto it later

using as official proofof address or i.d.

Paper copy frompost

Combination ofelectronic and paper

Email

Secure website

: 08Data Source GfK NOP

Page 10: Make a great statement

10

c lear nearly half of all cons umers find paper

. s tatements c learer and eas ier to unders tand

Page 11: Make a great statement

11

convenient , paper and email are s imilarly convenient with

35% of cus tomers finding paper mos t 33% convenient and finding email mos t.convenient

Page 12: Make a great statement

12

49% more like ly

to s tay withcompany

£

: Data Source Quadrangleres earch

profit

, , s ecure pers onal profes s ional

…Which method is mos t appropriate for

56%

57%

57%

58%

20%

22%

24%

14%

4%

4%

6%

18%

21%

17%

13%

9%

Making me feel like avalued customer

Communicatinginformation

professionally

A more personal formof communication

Communicatingconfidential

information securely

Paper copy frompost

Combination ofelectronic and paper

Email

Secure website

Page 13: Make a great statement

13

35%

53%

44%

45%

22%

24%

30%

30%

31%

18%

19%

16%

11%

6%

6%

9%

My convenience

Ensuring my fullattention

Clearcommunication of

information

Ease ofunderstanding

In the post

Combination ofelectronic and paper

Email

Secure website

53% of cus tomers s urveyed s aid that s tatements rece ived through the pos t

were more like ly to get the ir full.attention : Data Source Quadrangle

res earch

Page 14: Make a great statement

[optional - additional slides for financial services presentations]

Page 15: Make a great statement

15

mail is the overwhelmingly preferred channel for financial s ervices cus tomers

/ Preferred channe l of bill s tatement rece ipt

72% 74% 75% 76% 78% 79% 80% 82% 83% 85%

10% 9% 9% 9% 8% 9% 7% 7% 5%5%

1% 1% 1%1% 1%7% 7% 7% 5%8% 5% 6%

7% 7% 6%10% 9% 8% 9%

5% 6% 6% 5% 5% 4%

Cu

rre

nt

acc

ou

nt

(73

6)

Lo

an

s (5

38

)

Cre

dit

card

(53

8)

Sa

vin

gs

(63

5)

Ca

rIn

sura

nce

(56

7)

Inve

stm

en

ts(4

56

)

Mo

rtg

ag

es

(39

9)

Ho

me

insu

ran

ce(6

23

)L

ifea

ssu

ran

ce(5

23

)

Pe

nsi

on

s(5

64

)

Through a secure,password accessedwebsite

By email

Over the telephone (andvia SMS)

Combination ofelectronic and paper

In the post

: 08Data Source GfK NOP

Page 16: Make a great statement

16

’ mail s importance for c larity increas es for financial s ervices cus tomers

… ?Which method is bes t for Clear communication of information

73%

76%

77%

79%

80%

83%

84%

85%

86%

86%

10%

10%

10%

9%

10%

9%

7%

7%

7%

7%

7%

7%

7%

6%

7%

5%

5%

5%

4%

10%

8%

6%

5%

4%

4%

3%

3%

2%

7%

Current account

Savings

Credit card

Car Insurance

Investments

Loans

Mortgages

Home insurance

Life assurance

Pensions Paper copy via thepost

A combination ofelectronic andpaper-basedcommunications

By email

On secure,password accessedwebsite

: 08Data Source GfK NOP

Page 17: Make a great statement

17

’ mail s importance for eas e of unders tanding increas es for financial s ervices cus tomers

… ?Which method is bes t for Eas e of unders tanding

74%

75%

78%

80%

80%

82%

85%

85%

86%

87%

10%

10%

10%

10%

9%

9%

7%

7%

6%

6%

6%

6%

6%

7%

5%

5%

5%

5%

4%

11%

9%

6%

5%

4%

5%

3%

3%

3%

2%

5%

Current account

Savings

Credit card

Car Insurance

Loans

Investments

Home insurance

Mortgages

Life assurance

Pensions Paper copy via thepost

A combination ofelectronic andpaper-basedcommunications

By email

On secure,password accessedwebsite

: 08Data Source GfK NOP

Page 18: Make a great statement

18

’ ’ mail s importance for ens uring cus tomers attention increas es for financ ial s ervices

cus tomers … ?Which method is bes t for Ens uring full attention

75%

78%

80%

80%

81%

83%

85%

86%

88%

89%

9%

7%

8%

8%

8%

8%

6%

6%

6%

6%

6%

6%

7%

7%

6%

5%

5%

5%

3%

10%

8%

5%

5%

4%

4%

3%

3%

2%

2%

5%

Current account

Savings

Credit card

Car Insurance

Loans

Investments

Mortgages

Home insurance

Life assurance

Pensions Paper copy via thepost

A combination ofelectronic andpaper-basedcommunications

By email

On secure,password accessedwebsite

: 08Data Source GfK NOP

Page 19: Make a great statement

improve yours tatements

Page 20: Make a great statement

20

’ , we ve deve loped a s imple free online s urvey to help you get more value out of your

s tatements

49% more like ly

to s tay withcompany

£profit

Statement Optimis ation Tool developed in conjunction

, with Dr Michae l Turton a free tool to he lp you get the .mos t out of your s tatements

Great Statements a free white paper by Dr Michael Turton

Anatomy of a greats tatement a free des ign template

Page 21: Make a great statement

21

s ummary

- - , Each bill or form is a unique piece of one to one communication

, s o pres ents a great opportunity to make the right impres s ion ..and your cus tomers want to rece ive them

s ay they re ly on paper s tatements to pay bills on time80%

of cons umers s ay that paper s tatements makes them fee l valued56%

of cons umers prefer to rece ive pos tal s tatements88%

Page 22: Make a great statement

22

...a great s tatement is

get more out of your s tatements at. .greats tatements co uk

Page 23: Make a great statement

thank you ?any ques tions