make a great statement
TRANSCRIPT
, make a great s tatement make a great impres s ion
[Insert name / job title / contact details etc]
2
: .s tatements a mis s ed opportunity
Companies s pend millions on promoting a good public image through advertis ing and
, PR and s end out bills or renewal forms that look tired and dated, , and wors e s till make the
’ , cus tomers job of res ponding difficult and. unappealing Each bill or form is a unique
- - , piece of one to one communication s o pres ents a great
.opportunity to make the right impres s ion
, Dr Michae l Turton Cavendis h Cons ultants
3
...a good s tatement can
Increas e revenues through targeted- .cros s s e ll and ups e ll mes s ages
Reduce call centre queries by providing cus tomers with c lear
.information on firs t reading
Shorten payment cycles and improve cas h flow by removing barriers to payment caus ed by
.mis unders tandings
Improve the overall cus tomerexperience , build cus tomer loyalty
.and enhance brand awarenes s
the cons umer view reas ons to believe in trans actional
5
.no 1
the cus tomer preference
…Which method is mos t appropriate for
49% of cus tomers s urveyed fe lt more valued when ... they rece ived paper bills and s tatements and
, regardles s of s ector mail is overwhelmingly the .cons umer choice
66%57%
72% 69%76%
13%
11%
7% 8%7%1%
2%
18%
21%14% 16%
11%
13%
10% 7% 7% 5%
FinancialServices
Telephony Utilities Retail Government
Through a secure,password accessedwebsite
By email
Over the telephone (andvia SMS message)
Combination ofelectronic and paper
In the post
: Data Source Quadrangleres earch
6
, It is not jus t TV that can build brands a well crafted paper s tatement can als o create brand advocacy
. more effec tive ly than email or web s tatements
49% more like ly
to recommend
52% bes t media to
s hare withs omeone
Brandadvocacy
: Data Source Quadrangleres earch
an unexpected brand builder
7
, longer more profitablere lations hips
Paper s tatements are als o better at increas ing loyalty and like lihood to buy more
.of a companies goods and s ervices
49% more like ly
to s tay withcompany
47% more like ly to buy extra goods and
s ervices frombrand
£
: Data Source Quadrangleres earch
profit
why trans actional mail works
9
us eful
…Which method is mos t appropriate for
, us eful for cons umers s erving as proof of ID and als o for your bottom
, .line acting as a reminder to pay bills
52%
54%
81%
32%
28%
7%
2%
8%
6%
13%
10%
6%
reminding me to paymy bills
filing so I can go backto it later
using as official proofof address or i.d.
Paper copy frompost
Combination ofelectronic and paper
Secure website
: 08Data Source GfK NOP
10
c lear nearly half of all cons umers find paper
. s tatements c learer and eas ier to unders tand
11
convenient , paper and email are s imilarly convenient with
35% of cus tomers finding paper mos t 33% convenient and finding email mos t.convenient
12
49% more like ly
to s tay withcompany
£
: Data Source Quadrangleres earch
profit
, , s ecure pers onal profes s ional
…Which method is mos t appropriate for
56%
57%
57%
58%
20%
22%
24%
14%
4%
4%
6%
18%
21%
17%
13%
9%
Making me feel like avalued customer
Communicatinginformation
professionally
A more personal formof communication
Communicatingconfidential
information securely
Paper copy frompost
Combination ofelectronic and paper
Secure website
13
35%
53%
44%
45%
22%
24%
30%
30%
31%
18%
19%
16%
11%
6%
6%
9%
My convenience
Ensuring my fullattention
Clearcommunication of
information
Ease ofunderstanding
In the post
Combination ofelectronic and paper
Secure website
53% of cus tomers s urveyed s aid that s tatements rece ived through the pos t
were more like ly to get the ir full.attention : Data Source Quadrangle
res earch
[optional - additional slides for financial services presentations]
15
mail is the overwhelmingly preferred channel for financial s ervices cus tomers
/ Preferred channe l of bill s tatement rece ipt
72% 74% 75% 76% 78% 79% 80% 82% 83% 85%
10% 9% 9% 9% 8% 9% 7% 7% 5%5%
1% 1% 1%1% 1%7% 7% 7% 5%8% 5% 6%
7% 7% 6%10% 9% 8% 9%
5% 6% 6% 5% 5% 4%
Cu
rre
nt
acc
ou
nt
(73
6)
Lo
an
s (5
38
)
Cre
dit
card
(53
8)
Sa
vin
gs
(63
5)
Ca
rIn
sura
nce
(56
7)
Inve
stm
en
ts(4
56
)
Mo
rtg
ag
es
(39
9)
Ho
me
insu
ran
ce(6
23
)L
ifea
ssu
ran
ce(5
23
)
Pe
nsi
on
s(5
64
)
Through a secure,password accessedwebsite
By email
Over the telephone (andvia SMS)
Combination ofelectronic and paper
In the post
: 08Data Source GfK NOP
16
’ mail s importance for c larity increas es for financial s ervices cus tomers
… ?Which method is bes t for Clear communication of information
73%
76%
77%
79%
80%
83%
84%
85%
86%
86%
10%
10%
10%
9%
10%
9%
7%
7%
7%
7%
7%
7%
7%
6%
7%
5%
5%
5%
4%
10%
8%
6%
5%
4%
4%
3%
3%
2%
7%
Current account
Savings
Credit card
Car Insurance
Investments
Loans
Mortgages
Home insurance
Life assurance
Pensions Paper copy via thepost
A combination ofelectronic andpaper-basedcommunications
By email
On secure,password accessedwebsite
: 08Data Source GfK NOP
17
’ mail s importance for eas e of unders tanding increas es for financial s ervices cus tomers
… ?Which method is bes t for Eas e of unders tanding
74%
75%
78%
80%
80%
82%
85%
85%
86%
87%
10%
10%
10%
10%
9%
9%
7%
7%
6%
6%
6%
6%
6%
7%
5%
5%
5%
5%
4%
11%
9%
6%
5%
4%
5%
3%
3%
3%
2%
5%
Current account
Savings
Credit card
Car Insurance
Loans
Investments
Home insurance
Mortgages
Life assurance
Pensions Paper copy via thepost
A combination ofelectronic andpaper-basedcommunications
By email
On secure,password accessedwebsite
: 08Data Source GfK NOP
18
’ ’ mail s importance for ens uring cus tomers attention increas es for financ ial s ervices
cus tomers … ?Which method is bes t for Ens uring full attention
75%
78%
80%
80%
81%
83%
85%
86%
88%
89%
9%
7%
8%
8%
8%
8%
6%
6%
6%
6%
6%
6%
7%
7%
6%
5%
5%
5%
3%
10%
8%
5%
5%
4%
4%
3%
3%
2%
2%
5%
Current account
Savings
Credit card
Car Insurance
Loans
Investments
Mortgages
Home insurance
Life assurance
Pensions Paper copy via thepost
A combination ofelectronic andpaper-basedcommunications
By email
On secure,password accessedwebsite
: 08Data Source GfK NOP
improve yours tatements
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’ , we ve deve loped a s imple free online s urvey to help you get more value out of your
s tatements
49% more like ly
to s tay withcompany
£profit
Statement Optimis ation Tool developed in conjunction
, with Dr Michae l Turton a free tool to he lp you get the .mos t out of your s tatements
Great Statements a free white paper by Dr Michael Turton
Anatomy of a greats tatement a free des ign template
21
s ummary
- - , Each bill or form is a unique piece of one to one communication
, s o pres ents a great opportunity to make the right impres s ion ..and your cus tomers want to rece ive them
s ay they re ly on paper s tatements to pay bills on time80%
of cons umers s ay that paper s tatements makes them fee l valued56%
of cons umers prefer to rece ive pos tal s tatements88%
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...a great s tatement is
get more out of your s tatements at. .greats tatements co uk
thank you ?any ques tions