Examples of how to unlock the potential of essential communications
How a financial services provider addressed customer experience issues and improved customer retention
A financial services provider found that more than 12% of small business applicants for its transactional card were defaulting within the first six weeks.
Our persona analysis uncovered that the welcome letters were often being sent to the business owner, rather than the assistant or accountant who establishes the supplier as a vendor and makes the payments.
This simple insight enabled us to build an application and welcome pack process to target the right audience, which resulted in improved customer retention, greater share of wallet (through upsell) and a significant reduction in default rates.
How water utility companies use gamification to shift consumer behaviour
When designing bills for a water utility, including graphics around usage rates is proven to shift the way consumers think about their water usage and even change their behaviour.
For example, inserting comparison charts can elicit a competitive response from some customers, while including targets for environmentally friendly usage rates and showing household usage against those targets can drive a sustainability response.
This simple addition to essential communications can contribute to a wider organizational goal to serve customers from the existing catchments, saving the community from costly infrastructure projects such as new dams or desalination plants.
Over to you
Your essential communications provide a valuable opportunity to educate and inform customers and propel your business strategy forward. It all comes down to careful planning around relevant messaging and design to meet your business goals while complying with regulations.
Due to Canada’s Anti-Spam Legislation, we are required to obtain your consent to send you commercial electronic messages. By selecting 'Yes' and submitting this form, you consent to receive electronic marketing messages from Computershare Canada and its affiliates about the topics noted above. You can withdraw your consent at any time by clicking on the unsubscribe button which is available in all electronic communications. To find out how we collect, use and safeguard your personal information, please refer to our Privacy Code.
*Includes Computershare Canada Inc., Georgeson Shareholder Communications Canada Inc., Computershare Governance Services Ltd. and their majority owned subsidiaries operating in Canada (collectively referred to as "Computershare Canada").