• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Relatiomail Discovery (UK)– Nico Cools
 

Relatiomail Discovery (UK)– Nico Cools

on

  • 1,148 views

 

Statistics

Views

Total Views
1,148
Views on SlideShare
913
Embed Views
235

Actions

Likes
0
Downloads
7
Comments
0

1 Embed 235

http://www.dmplaza.be 235

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Relatiomail Discovery (UK)– Nico Cools Relatiomail Discovery (UK)– Nico Cools Presentation Transcript

    • RelatioMail Discovery Nico CoolsManaging Director - Document Management November, 15
    • RelatioMail Strategy Brand MarCom Customer Admin Mail @ PaperProject Channels? Channels ? Design ICT 2
    • Let’s focus on Administrative mail … Why to capitalize today on administrative mails ? How to transform them into real customer experience tools? What does it bring? 3
    • Let’s focus on Administrative mail … Why to capitalize today on administrative mails ? How to transform them into real customer experience tools? What does it bring? 4
    • Why? your challenges & strategies your challenges Crisis, crisis, crisis… Decrease costs in all areas ! Maximize revenues, client relationship and satisfaction your strategies for … but where & how? administrative mail…? • Do I simply cut my paper/franking costs? • Do I leverage my paper documents value? • Do I manage both, cost & value? • What about my customer needs?
    • Why? the mail moment… paper as a highly impacting media paper as an unsaturated media … average 1 message a daySOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis
    • Why? the end-customers… 76% prefer paper for their Admin mail Clients wait, read, analyze and archive admin mail It is accessible, practical, easy and serves as legal proof … but there is room for improvement too… for you, it is a privileged contact… It is an existing customer touch point One of the last physical link with your customers It is addressed, recurrent, unique and often sensibleSOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis
    • Let’s focus on Administrative mail … Why to capitalize today on administrative mail ? How to transform them into real customer experience tools? What does it bring?
    • 3 advices to ensure SUCCESS… 1. … put yourselves in your customers shoes 2. … attack it as a project, not a campaign 3. … leverage bpost experience
    • How? … put yourselves in your customers shoes start with your customer needs In line with your brand value, positioning and strategy re-think the document content Improve interactivity and relevancy re-design the document lay-out Improve brand coherence, easiness and readability … always measure customers feedback
    • How? … attack it as a project ensure internal willingness and focus at all levels of the company… be clear with project objectives & timing switch the document ownership… from IT to marketeers from technical constraints to customer-centric approach use a proven project methodology…
    • How? ... use a proven methodology © RelatioMail Marketing competences Re-design & technical competences Marketing & technical competences Impact measurement Understand YOUR competences business & strategy Think – design – measure mock-up Launch new Understand YOUR document ROI and KPI’s end-customer needs End-customer pre- measurement and expectations testing (Quali) End-customer survey (Quanti) Analysis and Define project Data flow and feedback loop objectives and KPI’s technical review Technical implementation Action plan RelatioMail end-to-end support : up to 6 months
    • How? … leverage bpost experience a customer centric program launched 2 years ago led by a team of experts & partners with a unique experience & cases in various sectors
    • Let’s focus on Administrative mail … Why to capitalize today on administrative mail ? How to transform them into real customer experience tools? What does it bring?
    • What? … RelatioMail impacts on your business improve your brand image and customer value and/or enhance the communication with your customers and/or unlock a hidden ROI out of your document(s)
    • Some large customers already experiencedRelatioMail… Banking & Insurance Telco • 3 banks • 6 on-going projects • 1 insurance company Utilities Public & Services • 1 on-going project • 2 projects
    • … let’s hear 3 of their stories… Anja Vandeweyer Marketing manager Ethias Being an “efficassureur” in all our customer contacts. Ugo Setti Head of Commercial Buy Way Develop business with a credit card statement: innovative! Olivier Crucq Director Retention & Servicing Belgacom Welcome a new customer : a must!