Improving Bills and Statements for Better Customer Engagement

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Bills for Better Engagement

September 23, 2014

Gerhard Heide – Director, Global Market Strategygerhard.heide@pb.com

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Customer EngagementThen…. astonishment at the first self-service check-outs

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Customer EngagementToday…. anytime, anyplace

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More Than Just an Experience

“Customer Engagement is a customer's emotional response to their Total Customer Experience.”

-- Chris Kirby, Fifth Quadrant

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Engagement Drives Business Results

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Customer EngagementAnywhere and everywhere

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Ask Yourself?

How many marketing communications do you receive per week?

How many do you actually read?

How many are relevant to you?

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In Reality…On average, targeted consumers reportedly received about 157 unsolicited emails per month

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Who is right?

74% say this marketing is not relevant for me80% say relevance is a

key factor in our customer communication

Marketer Customer

Relevancy is in the Eye of the Beholder

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Top Drivers of Opt Out?

Frequency, Permission and Relevancy are Top

Source: IMR2012

Frequency30%

Permission26%

Relevancy23%

Differentiation12%

Timeliness9%

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Most Valuable Customers are Most Frequent Unsubscribers!

Average Opt-outs

0

10

20

30

40

50

60

Opt

-out

s pe

r mon

th

Opt-outs by Income Tier<$50K $50-74K $75K+

Average

39% of B2C organizations send an email every 1-3 days to their most valuable customers - twice as often as to other customers Source: IMR2012

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Is There One Thing You Do Read?

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Every Day, It Gets Increasingly Harder to Reach and Engage Customers Efficiently

Over 97% of bills and statements received are opened; the average consumer spends 2-5 minutes reviewing them

With thousands opting outof marketing messages every day,

more organizations are taking a fresh look at bills and invoices to discover today’s best practices

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8.6%

8.6%

13.5%

15.0%

16.1%

16.9%

20.2%

20.2%

21.7%

22.8%

25.1%

31.5%

0% 10% 20% 30% 40%

Multi‐channel campaign management

Content management for multi‐channel delivery

Managing channel preferences

Customer authentication and identity management

Mobile and tablet optimization

Integrating transactional and marketing data

Creating interactive documents

Use of predictive analytics to deliver relevant messaging

Use of social media data for customer service

Managing e‐consent

Managing customer communications across entire lifecycle

Targeted, personalized messaging

Transactional Communications: Most Important Areas for the Next 1-2 Years

Three Responses Permitted

N = 267 business respondents in the U.S. Source: The Future of Multi‐channel Transactional Communications in the U.S., InfoTrends, 2013

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25.1%

2.5%

6.3%

14.1%

14.6%

16.1%

18.7%

20.4%

28.8%

34.6%

36.7%

0% 10% 20% 30% 40%

None of the above

Other

Include advertising

Include educational and informational content

Use color to improve the look and feel

Add interactive elements

Make it easier to review multiple communications

Lengthen time archived communication available

Use color to emphasize important information

Make them easier to understand

Personalize the content for me

Market Challenge:How Providers Can Improve Communication

Multiple Responses Permitted

N = 2,025 Consumers age 18+ in the U.S.Source: The Future of Multi‐channel Transactional Communications in the U.S., InfoTrends, 2013

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Turning Bills into Effective Engagements Starts by Knowing Each Customer

The key Execute in real time based on true insights and predictive analysis

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Four Obstacles Prevent You from Delivering This Desired Experience

Limited information

access

Lack of customer

insight

Inflexibility Disparateplatforms

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Customer-Engaged Billing

Easy-to-understand

Customized content

Customer know-how

Output flexibility

Reliable, high-speed PERSONALIZED EXPERIENCE

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What You Can Expect

Delight customers

Drive new revenues

Maximize ROI

Reduce service costs

$

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Customer-Centric Presentation and Delivery

Format

Channel

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Example – Video Billing

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Automated “One-to-One” Intelligence

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Personalized Content

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Synchronized, Multichannel Experiences

Personalize experience and content across every billing touchpoint

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High-Speed, High-Volume, Cross-Channel

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See What They See

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Turn Your Most-Read Communications into Highly Targeted Engagements

Graphics-rich design

Targeted 1:1 offers

Predictive analytics

Multichannel output

High-speed production PERSONALIZED EXPERIENCE

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Use Case: Leading ISP

Provider of internet, phone and TV bundles

Objectives:• Reduce churn, improve cross sell• Reduce call center volume

Results:• Revenue increased $45 million• Customer churn hit industry lows• Products-per-customer grew from 1.8 to 2.2• Call center volume declined 10%

Improved billing engagements

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Use Case: International Energy Company

Results:• Consolidated gas and electric statements• Provided customers with multi-lingual options• Personalized offers and service content• Graphic-rich, easy-to-understand statements

Clarity of communication

Providing gas and electricity to millions

Objectives:• Streamline print and digital production• Engage customers more effectively

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International Energy Company

Clear and easier to read, with more personalization in print and digital

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Use Case: Australian Telco

Results:• Used colour to boost clarity• Added personalized 1:1 messaging• Increased satisfaction with statements• Established process for ongoing improvement

Advancing readability and results

Large telecommunications and media company

Objectives:• Improve customer satisfaction• Enhance overall statement effectiveness

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Customer-Engaged Billing from Pitney Bowes

The proven way to reduce costs and increase the business value of bills and statements

An end-to-end solution that utilizes real-time customer insight to engage customers in more relevant ways

Enables more targeted, effective marketing while driving customers to more cost-efficient channels

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Thank you

Gerhard Heide – Director, Global Market Strategygerhard.heide@pb.com