Striata’s expert bloggers discuss and share tips on various topics related to digital customer communications.
A midst all the noise of technical innovation - do take time to go back to the basics regularly and give yourself a refresher course
So why in this age of convenience and online savvy are so many companies struggling to get their customers to sign up to electronic billing?
Poor data can result in irrelevant and outdated communications which can damage your brand
What if there was an even more important factor influencing customer loyalty? Could ‘making it easy’ for your customer have a impact? Delight your customer
It's all about big data, loyalty & new collection strategies in Asian utilities and finance
The average documented online shopping cart abandonment rate is 69%! What can I do to re-market?
Quite simply, in order to get the most out of eBilling it is important that you not only rely on technology to create magic.
Culture exists outside of a product or value proposition, & many believe it supersedes strategy in contributing to achieving business goals.
I couldn’t really put my finger on it until I started signing NDAs and hearing about banks’ paperless adoption plans.
I’m taking a step back to the ‘notice board’ and addressing the complex issue of data security. Electronic document delivery and security
A short, simple secret becomes the weak link in the chain to an effective secure communication.Improve you document password security
But what about security, confidentiality and non-manipulation? How do you ensure trust and compliance with your new process?
The PR hype about Digital Mailboxes: just waiting for Google (through Gmail) to announce its intentions in this space.
5 reasons why email is effective in customer lifecycles communications
Payment is catching on and utilities and other billers are taking a new tack here in Asia.
At a retail banking conference recently, the conversation surrounding customer service was more present than I ever could have imagined.
Get the basics of your email campaigns right. In doing so, you can be assured that your customer will have a pleasant experience with your brand... in their inbox
To move the paperless dial you need the right model - but even that can be negated by a bad customer journey.
Sending bills or marketing via email are rarely sent from the same domain/server where the ‘FROM’ and ‘reply-to’ addresses exist.
It is vital to get as many emails opened as possible, for the teasons applicable to the consumer but also for your reputation at an ISP
There are no well documented algorithms, keywords or methods used to filter emails.
This is an important step in your email deliverability efforts. Getting it right the very first time
Can I trust my suppliers to keep my personal information secure?
Why? Many ISPs use engagement as a measure of whether or not an email is in fact wanted by their customer base.
A survey of 2,000 adults showed that 30% have over 10 unique passwords to remember, and I’m one of the 8% with more than 21 passwords.
Create a Birthday Email Experience that takes advantage of marketing and cross selling opportunities
I believe all retailers should move to email receipts. Sick of sifting through grubby, crumpled bits of processed tree in my wallet.
Sender Authentication: DKIM, SPF and DMARC. It’s imperative that these records are set up for your email campaigns and brand reputation.
Taking these steps will minimize the risk of your company and customers becoming the victims of phishing attacks.
As many eBilling projects hit a plateau of customer adoption, the cost of turning-off each piece of paper increases
Remember to always think about the UX when considering a channel to delivery confidential customer documents.
Email allows you to engage with customers and take them on a journey through to the sale and a flourishing, persistant online relationship.
The presence of an unopened email in an inbox can influence a recipient's behaviour and action by simply creating awareness or acting as a reminder.
The future of eInvoicing is getting brighter for SMEs and is changing this ‘big business’ paradigm
Understanding that our customers are slow to make a decision and will often just ignore the request altogether.
When you distribute an email campaign, you have millions of eyes 'watching' in the form of the mail servers you want to deliver to and the email recipients.
All scheduled and triggered communications to your customer have the ability to promote your brand
A device agnostic solution is the only solution that offers customers true convenience.
Essentially, how do you market to a client base in a way that holds their attention and keeps them loyal to your brand?
Testing is necessary to see what works specifically for the type of communication you're sending and the target market you're sending it to.
Few projects will yield a better ROI than paperless billing solutions
Because no two campaigns could have identical elements in each of the influencing factors, the usefulness of an 'industry standard' is questionable.
It is near impossible to calculate a true monetary value for email. There are just too many variables and too many unknowns.
Incorporating marketing offers within your transactional messages provides you with some of the best marketing real estate
The bulk of eInvoicing will be done between SME’s and that they will most likely utilize PDF as the format and email as the transport layer.
An email 'welcome' communication series is vital, as it opens a dialogue with your customers and is an opportune time to gather feedback on their preferences
Postal services are now looking at how they can adapt to the evolving communications paradigm...
RFPs are a time consuming process, but if you take the time to do it right from the start, you will find the perfect ESP for your business.
If a simple feature check is not what you’re after, then an RFP may be the right choice for you.
The massive growth in new banking customers however, provides a great opportunity for bankers to default them to eStatements.
Customer’s fears of losing control over their documents is to “deliver” a tangible electronic copy of everything you send to without a data breach
Use the same tactics in email marketing as you would if you were to start a conversation with someone you don’t know by starting with a welcome email
No business can survive such a radical drop in demand for its services and hope to continue business as usual. Not even the Post Office
There's no doubt that the Internet is changing the way we express ourselves via email, SMS, IM and social media
Email: still very much alive and kicking! Choice has become the order of the day. People can choose their preferred medium of communication
Email lies in the center of all communication, be it a notification from a social channel, a confirmation of a purchase, a trigger based ...
The main source of paperless adoption for many companies is to rely on customers to proactively seek out eBilling on their website and sign up
Email billing is incredibly successful if you get the principals of adoption correct.
Email subscribers want to receive exclusive deals based on their interests. What are they getting in that email newsletter that they can't get anywhere else?
eBilling is “green” - everyone knows this. It’s a truism so obvious and self-evident that it is hardly worth mentioning.
This business of sending emails from a email@example.com address and actually advertising in the content that "this mailbox is not monitored", is just plain bad practice.
Wouldn’t it just be simpler to email the customer a Secure PDF eStatement each month?
Data is at the core of every one of the issues highlighted and getting relevant data is easier said than done.
You have to employ a new strategy for digital advertising if you expect your customers to interact accordingly with your brand
Get the most out of your email service and consider all aspects including distribution, best practice, effective campaign concepts and appropriate CTA
Is your eBilling strategy focused on the "customer experience"?
As a demand generation tool - the old statement stuffer can act as the ...
If your communications become a burden, a hassle or a complication to consumers, they will switch you off,
HSBC rescued me with a limited function account that I could open with just a passport.
Striata may just have the Ultimate Team for the inaugural eBilling World Cup.
The right content, at the right time, using the right channels and all based on customer feedback will enable you to be relevant to the target audience
Confusion reigns in the land of eBilling and eInvoicing. Which model will save more? Both claim to be able to save billions...
Giving a $5 credit on the next utility bill for registering for eBilling, or charging $2 per month for a paper bill is a clear indication that your eBilling product doesn’t meet your customer’s requirements. What does a real bill upgrade involve then?
These emails usually consist of a single line of text, in a simple, text-based email though - that’s a massive opportunity lost!
You may not consider this to be a make-or-break distinction, but we have seen that it is no less crucial than the message itself
I’m a victim of phishing attacks each week, but as part of an antiphishing working group, I know better than to click on the links ...
Consumers do not want additional mailboxes. It is complicated enough, keeping multiple email accounts in sync between work, home & mobile
eBilling is becoming increasingly popular, with more and more companies launching alternatives to paper bills