4 Tips for Improving Customer Statements
The most opened and read mail consumers receive are transactional in nature. Statements are related directly to where their money is going so it earns a higher spot in the hierarchy of mail box content.
So how can you get the most out of this opportunity?
- Easy to read, easy to understand statements. The number one complaint people have about their bills and statements is that they are difficult to read or hard to locate crucial information. Review your statements – is it clear how much they owe and why? Is it easy to locate a customer service number if they have a question? Have you spotlighted a way for them to contact you or pay their bill online? Think about ways you could utilize highlight color to draw the attention to specific information or perhaps give a better flow to the overall design.
- Mobile applications. So many people are deeply connected to their smartphones, why not offer an opt-in and provide due date reminders or notices when their statement is ready? Think of this as another way to improve your cash flow by receiving payments timely. Mobile payments, provided they are device friendly, can help deepen the relationship with your company.
- Electronic billing or e-statements. Do more than offer a simple pdf. Your e-statement should match the printed statement for a clear, cohesive customer experience. Using your printed statement, offer an opt-in to receive only electronic communications. Include a website where customers can view, pay, review past statements and even view special offers.
- Special offers and marketing messages. Use your statements, both paper and eStatements, to make relevant offers of products/services, tips for savings and other marketing communications. Again, make sure any electronic statement matches your mailed (paper) statement.
In short, make the customers experience as easy and concise as possible. Provide multiple methods of statement presentment and use the real estate on your statement to highlight special communications and offers.
Questions? Feel free to contact a Strahm Client Service Representative at (816) 756-2733.