Is your Business Correspondence Helping…or Hurting…your Customer Experience?

“Customer Experience” is on everyone’s mind these days…and for good reason. What customers say about you and your company has a direct influence on the perception of your organization in the marketplace. Provide a great customer experience, and the word spreads. Provide a poor customer experience, and the word spreads, but you better watch out; customers will quickly go elsewhere. As a result, C-level decision-makers are turning their attention to building brand loyalty and sustaining a superior customer experience.

A Great Experience Builds Brand Loyalty

But building brand loyalty can be difficult. According to Nielson, 78% of consumers are not loyal to any particular brand, so keeping customers is already an uphill climb. But the effort pays off for companies willing to do the work. Analysts tell us that a repeat customer spends 67% more than a new one. And since it costs significantly more to land a new customer than it does to sell to an existing customer, working to brace brand loyalty makes good business sense.

Business Correspondence is Key

How can you keep customers loyal to your brand? One way is by examining how your common business correspondence serves to help, or hinder, the everyday experience of your customers. Over 70% of customers who leave a brand say that a poor experience and/or perception of the brand is their reason for leaving. So the question becomes: Do your everyday documents — things like statements, acknowledgments, invoices and notifications — provide a level of service and experience that will keep them around? If the answer is no, it’s time to do something. Are you aware that you can implement customer communication software in weeks – not months – using the documents you already have, to improve branding, customer satisfaction and your bottom line? And you do not need to change your business software or have programmers involved. Marketing, Sales and HR departments can now create their own campaigns.

Loyal Customers

At Eclipse, we are experts at making everyday documents into vital tools to improve and maintain customer loyalty and experience. Our flagship solution, DocOrigin, was built from the ground up to enable business units, marketing specialists and IT departments to work together to create customer-facing documents that make a difference. You can easily add targeted content, include relevant messaging and coordinate campaigns across multiple documents, accounts and lines of business. With a common and easy-to-use platform like DocOrigin, you’ll save money, increase effectiveness and boost the lifetime value of each customer.

Want to find out more? Check out this brief video on DocOrigin to learn more