10 Oct The Art and Science of Effective Document Design
With statistics showing that 97% of customers open their paper bills and statements and spend anywhere from two to five minutes reading them, these documents are powerful communication tools! Every document you send to your customers is so much more than just a bill or statement – it is an important touchpoint along the customer journey.
A recent report by McKinsey found that organizations focused on maximizing satisfaction with regard to the entire customer journey have the potential to increase overall customer satisfaction by 20%. Here are a few best practices we’ve found to help you transform your bills and statements to positively impact the customer experience:
- Create a more engaging document using spot or full color to catch the reader’s eye
- Incorporate educational details, product information and personalized promotional messages on the statement
- Add larger and more noticeable inserts and on-serts to accompany the bill or statement
- Include an informative newsletter from your organization as a marketing piece in the same envelope