Build SmarterCustomer Communications:Strategies to improve effectivenessand efficiencies                                  ...
Agenda Enhance communications to deliver higher customer    engagement and response   Leverage the transactional communi...
What’s in YOUR mailbox? Family communication Essential personal    business communication      Bills, statements      ...
Why? It’s just common sense… What makes us respond?   The offer?   The package? Good triggers and  not-so-good trigger...
Why? Trust, but verify… Just using data doesn’t    guarantee success      What are your       metrics telling you       ...
Who? Follow the money…1. Brand Owner    Ties essential        communication to the        main marketing        message2....
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Today’s print and mail operationsbusiness imperativesHow will I make my print and mail operationsmore valuable?Aggressive ...
Customer Communications ManagementUnderstand Customers                                    Manage Communications           ...
Integrate print and mail When you integrate print and mail processes and workflow, you gain high level synergies:    redu...
Total process optimization     Seamless application migration and enhancements     add significant value to your business ...
White Paper Factory SolutionIntegrate print and mail to cost effectively produce personalized, fullcolor statements and en...
Recipe for linking print and mail    • Upstream in                                         • Upstream at postal      compo...
Produce color, personalized statementsthat drive business resultsAflac can now add relevant benefit information as well as...
Increase response rates and buildstronger customer loyalty                      Fenske Media Corporation                  ...
Linking print and mailcan help you Gain greater postal densities and work share discounts Lower material costs Less set...
A brilliant statementfor your bottom lineQuestions?                        20
Learn more  Chicago, IL               Las Vegas, Nevada  October 7 -10             October 13-18  Pitney Bowes            ...
Build SmarterCustomer Communications:Strategies to improve effectiveness and efficienciesAbout our presenters:            ...
Thank youKevin Marks                      Pat McGrew, M-EDP, CMPVice President, Global Product   Production Mail Evangelis...
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Build Smarter Customer Communications: Strategies to Improve Effectiveness and Efficiency

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For communications to make a positive impact on your business, every message must be relevant, accurate and influential. Success for most marketing and operations organizations depends upon finding the right balance of efficiency and effectiveness. Today there are innovative strategies and technology that can help you build smarter customer communications. You can add greater value to printed communications to help you deliver higher customer engagement, leverage transactional communications as part of a multi-channel strategy that drives revenue, all while you create a lean manufacturing environment that will help eliminate waste and lower costs. View presentation from Pitney Bowes webevent to learn ways to build smarter customer communications.

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Build Smarter Customer Communications: Strategies to Improve Effectiveness and Efficiency

  1. 1. Build SmarterCustomer Communications:Strategies to improve effectivenessand efficiencies 1
  2. 2. Agenda Enhance communications to deliver higher customer engagement and response Leverage the transactional communications as part of a multi-channel strategy to drives revenue Create a lean manufacturing environment that will help you eliminate waste and lower costs 2
  3. 3. What’s in YOUR mailbox? Family communication Essential personal business communication  Bills, statements  Regulatory “Non-essential” personal business communication  Loyalty  Customer offers  Prospect offers 3
  4. 4. Why? It’s just common sense… What makes us respond?  The offer?  The package? Good triggers and not-so-good triggers  How personal?  How relevant?  How much value? 4
  5. 5. Why? Trust, but verify… Just using data doesn’t guarantee success  What are your metrics telling you today? What should you measure to track success? 5
  6. 6. Who? Follow the money…1. Brand Owner  Ties essential communication to the main marketing message2. Marketing  Leverages campaigns3. Product Line Manager  Upsell, cross sell, product recognition 6
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  11. 11. Today’s print and mail operationsbusiness imperativesHow will I make my print and mail operationsmore valuable?Aggressive cost Which tasks or steps within mymanagement and control operation don’t create value? How can I reduce FTEs?Operational productivity How can I drive more results and improve SLAs?Offer enhanced services Offer more capabilities? Communicate more clearly? Add relevant messages? 11
  12. 12. Customer Communications ManagementUnderstand Customers Manage Communications Improve Customer Experience Make messages Communicate with customers the Build relations personal way they prefer based on experiences Profiling & Data Prep & Document Multichannel Customer Response Customer Interaction & Segmentation Composition Output Management Response Analysis Physical Enterprise Retail Database Call Center Data Integration Mail Mail Postal & Composition Print Finishing Sortation Service Web Location Intelligence Document Output Archive Channel Management Optimization Predictive Analytics Automated Response Campaign Customer e-presentment/email Mobile Digital Effectiveness Segmentation Mailbox Hybrid Mail - Office documents Digital 12
  13. 13. Integrate print and mail When you integrate print and mail processes and workflow, you gain high level synergies:  reducing costs  creating efficiencies  improving the quality  adding value to your customer communications 13
  14. 14. Total process optimization Seamless application migration and enhancements add significant value to your business Add color variable print to the outside of envelope Print checks Capitalize on with MICR relationship-building Migrate to full TransPromo and color without personalized inserts compromise Eliminate pre-printed shellstransitioning to a white paper environment 14
  15. 15. White Paper Factory SolutionIntegrate print and mail to cost effectively produce personalized, fullcolor statements and envelopes to drive results for your businessPrint comingled Add relevant messages Assemble envelope wrapsstatements and on the statement and and print inline during mailenvelopes in full color envelope finishing 15
  16. 16. Recipe for linking print and mail • Upstream in • Upstream at postal composition prep (CASS, PAVE, • Downstream in Manifest…) output management • Downstream in print Stream output management- engineering Call postal Presort Apply form application co- stock mingled overlay jobs together Add Add inline envelope high quality messaging inkjet and printing to • Upstream document intelligence • Upstream at the composition process finishing time of file creation to finishing • Downstream • Downstream in • Add or configure output management additional inserter integrity solution input for merging 16
  17. 17. Produce color, personalized statementsthat drive business resultsAflac can now add relevant benefit information as well as targeted offers for othertypes of policies directly to their customer communications. Multiply this by 400,000statements per month and its a potent cross-sell channel.  Produce variable data, high-quality colorful, communications using IntelliJet™ 20 Printing System  End-to-end system integrity using Production Intelligence® Output Management software Before: Monochrome form After: Personalized color 17
  18. 18. Increase response rates and buildstronger customer loyalty Fenske Media Corporation produces colorful marketing communications that break through the noise and deliver real results for their clients.  Print colorful, high quality messages directly on envelopes using Print+ Messenger™  Eliminate pre-printed envelopes to drive down cost per mailpiece  Ability to leveraging more personalized messages and graphics in the future 18
  19. 19. Linking print and mailcan help you Gain greater postal densities and work share discounts Lower material costs Less setup/changeover Lower production overhead Lessen inventory management Increase productivity merging jobs and streamlining workflow Leverage lean manufacturing/workcell optimization and expertise Enhance the services you provide your clients 19
  20. 20. A brilliant statementfor your bottom lineQuestions? 20
  21. 21. Learn more Chicago, IL Las Vegas, Nevada October 7 -10 October 13-18 Pitney Bowes Pitney Bowes booth # 1238 booth #541Or visit us at www.pb.com 21
  22. 22. Build SmarterCustomer Communications:Strategies to improve effectiveness and efficienciesAbout our presenters: Pat McGrew, M-EDP, CMP is the Production Mail Evangelist in the IHPS Group at HP. As an industry educator and promoter of data-driven customer communication and integrated marketing techniques, Pat works with customers and their clients to enhance communication effectiveness. As one of the first educators in TransPromo and similar techniques, she has worked for more than 2 decades to help customers identify and grow their communication capabilities. Kevin Marks brings over 25 years of experience in the digital printing, graphic arts and mailing industry to his role as Vice President, Global Marketing and Product Management, Production Print. In this role Kevin is responsible for product marketing and management for Pitney Bowes’ production print business including system hardware, software, services and supplies. On a global basis, Kevin leads the development of strategies and tactics for the Production Print category, including product launches, new business development and partnership alliances 22
  23. 23. Thank youKevin Marks Pat McGrew, M-EDP, CMPVice President, Global Product Production Mail EvangelistManagement and Marketing Inkjet High-speed Production SolutionsProduction Print HPPitney Bowes Document +1 720 244 7326 /PhoneMessaging Technologies PC McGrew / Skype37 Executive Drive @PatMcGrew / TwitterDanbury, CT 06810-4148 3207 S. Geneva St. Denver, CO 80231 /Tel: 203-796-6771 Homekevin.marks@pb.com mcgrew@hp.com 23

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