You need to change the way you create your customer comms

Did you know that Millennials and Gen Z’s will make up three quarters of the workforce in the next five years?

These two groups consume information far faster than ever before. They have grown up with the Internet and Google, with Facebook, Instagram, WhatsApp, and the many other apps that now proliferate our online landscape. They are now buying houses, taking out insurance policies and bringing up families.

It makes good business sense that those who are involved in customer communications should be adopting the new technologies that meet the needs of this consumer group.

Reaching this group with omnichannel communications becomes a must. But what defines this new communication terminology?

1. Consistency - Maintaining consistent messaging, branding, and customer experience across all channels.
2. Personalisation – tailoring communications based on customer preferences, behavior, and past interactions.
3. Accessibility - Ensuring that customers can easily switch between channels without losing context or encountering barriers.
4. Seamlessness - providing a smooth transition between channels so that customers can continue their interactions seamlessly.

So, what sort of examples could be used to describe the outcomes mentioned above?

“Top line summary” is a term used to describe information provided up front, in summary form. It might be a table or graph, or simply a summary of the information displayed elsewhere in the document. Plain English is a given!

Bi-directional documents are now possible with the use of HTML5 in document creation. This is where the document contains rich information with links to other external applications.

The documents I’m talking about become “interactive” with tabs and other clickable features. They could contain “sliders” so that recipients can for example “self-serve” when they wish to enquire about premiums vs sum insured. ?

By implementing omnichannel communication strategies, businesses can enhance customer satisfaction, increase engagement, and build stronger relationships. So what's holding you back?

CXM Platforms like Quadient Inspire (the market leader) enable businesses to create the very customer experiences referred to above. In New Zealand Cumulo9 represent Quadient. Reach-out to me if you want to know more.

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