The potential in operational customer communication

The hidden assetHighlighting the potential in operational customer communication

Rubuss

First off...

Let’s define “operational customer communication”?

Put simply...

The millions of essential, operational and administrative communications delivered to customers as part of a product or service.

This stuff: Statements and billing, complaints and conflict, contracts, terms and conditions, legal material and forms, compliance and regulatory comms, service support emails and issue resolution comms, demands and late payment reminders, contract and service renewals...

So where does it fit on your agenda?

Well it’s the content that’s going to come from innovations in CRM, social interactions, “big data” and the customer experience movement.

The argument being; it doesn’t matter how good your systems and insight are if your customers still get a piece of comms they don’t understand or react well to.

This bit’s important

And who’s looking after it?

Usually non-specialists who will be great at what they do but won’t be communication experts.

Unlike your marketing, PR, brand, customer relationship marketing and social which will almost certainly being managed and developed by experts with years of experience in their field.

And why is that?

Generally, two reasons

The potential value isn’t recognised

Because it’s a relatively new area, many businesses still don’t have the metrics to measure the millions wasted in unclear, obtuse or just down-right confusing customer comms.

Because anyone can do it, right?

The perception is understandable, but the reality a little off-kilter. If it was that simple, businesses wouldn’t be wasting huge amounts of energy and resource managing customers who get let down by post-sales, operational touchpoints. That’s why we exist.

So what exactly is the potential of a new approach to operational customer communication?

Here’s the highlights...

Huge cost savings

We’re talking millions saved in customer care, reduced production and impact costs, plus improvements in lost revenue.

We’ve got the case studies to prove it.

Reputation

Better operational communication leads to better brand equity, because it’s often one of the most important and consistent touchpoints customers have with you.

Differentiation

With the search for the next differentiator an on-going battle; operational communication can be a huge asset for businesses looking for an edge over their competitors.

Experience

Review most products or services and we’ll bet you the amount of operational touchpoints which don’t get specialist attention is huge.

There’s huge potential in a new approach to operational customer communication.

It just take a new perspective.

We support and enable you to deliver world class operational customer communications, transforming it into a powerful assets.

Rubuss

Sound interesting? Get in touch.

01993 822524

contact@rubuss.com