Article: Join the Revolution-Changing Expectations
Posted on Tue, Apr 12, 2011 @ 11:14 AM
Paperless Correspondence – It’s what members want
By Brad Banyas and Kevin Craine
Changing Expectations
Customers expect more from business documents than we did just a few years ago. The era of staid and boring customer statements and bills has come to a close in a world of Wi-Fi, websites and hyperlinks. Customers want more choices and wider flexibility in terms of how we receive information and maintain our accounts, and payment options that eliminate paper and hand written checks. As a result, credit unions, banks and other financial institutions need to change to meet these evolving customer expectations. It’s not enough to simply port your paper statements to the website in a .PDF file. Consumers expect a more deeply relevant and more satisfying customer experience no matter how they interact with you; whether on paper, online or in person.
You can benefit by revising the notion that limits transactional documents solely as a vehicle to get paid and instead start to regard bills and statements as a vehicle to bolster your customer relationships and emphasize an ability to adapt to changing customer expectations.
Are you still communicating with your customers and members using plain old paper?
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