Be Data Smart with Multi-Channel Communications
Multi-channel communications gives your customers choice over how they interact with your business and can save costs and improve efficiency through increased use of digital communications. In the first blog “Be Smart with Multi Channel Communications” in this series we explored why multi-channel communication is important. Here, we explain the critical role of data.
Information about customers, and the insight you gain from it through good data management, needs to feed the multiple communications channels you use to inform all customer interactions.
Unfortunately data can go bad and this can have a big impact on the success – or otherwise – of your communications. Data can be captured incorrectly, stored with errors and go out of date. It’s such a big problem in fact, that 94% of businesses that depend on databases believe some aspect of the data they hold is flawed.
Which costs their business dearly. As much as 12% of income is lost because of bad contact data, which results in wasted marketing spend and resources, as well as lost productivity.
Also accurate customer data is critical to the successful implementation of a Multi-Channel Communication programme. It is also a must have for all businesses. The Experian Global Data Report 2014 found that the average organisation loses 12% of its income because of bad contact data, through wasted marketing spend and resources as well as lost productivity.
How you collect, store and maintain data is therefore critical to successful multi-channel communications and the success of your business overall. When it comes to data collection and maintenance, keep these four rules in mind:
|4 data collection rules||4 data maintenance rules|
Source: Experian (2013)
With data, comes responsibility. There are rules, guidelines and principles around how it is obtained, recorded, stored, updated and shared. You need to know what these are and how they apply to your business. The Neopost Simple Guide to Data Protection,is a good place to start.
How to increase customer satisfaction through effective communications
Good customer experiences result from effective business communications and this helps build the business’ brand. Automation helps companies meet the challenge of personalising communications and issuing them to the right person through their preferred channel every time.