Volly

Don’t Drive By Looking Into the Rear View Mirror

Posted by Kevin Klein on February 07, 2011 in Mailers

In my role as a consultant, I have had the opportunity to sit with executives who are responsible for the document factory within their organizations and understand their business needs and strategies. Something amazing is happening: these executives are increasingly thinking out of the traditional box, going way beyond “I have to meet my SLAs, reduce postage, and get throughput up”…….

Many executives are completely reassessing their value in the overall business processes of their company. They are also spending sleepless nights worried about where mail volumes are trending, and will electronic channels truly serve their companies well. The common motivating factor is that customer communications are vital to the customer lifecycle. These large volume mailers express concerns that electronic adoption has slowed, even as more consumers are connected online, and mobile is yet another communications platform to contend with. These executives know that there is something very different about the consumer today and that looking in the rear view mirror is not only uncomfortable — but can lead to a big crash.

Many of these executives have said to me, “Let’s make this simple. What do I want as a consumer? What do my friends want? What do my kids want?” The answer is: a simpler life. So this observation then becomes part of the goal as to how they can best serve the communications needs of their company. .

There is real excitement and revelation when we share Pitney Bowes’ strategies and consumer research around the Volly™ secure digital delivery service, because it maps so naturally to what these executives see in the data, but also to what they feel in their gut. It also gives them satisfaction to see that they are in the position to leverage their infrastructure and workflow processes to take customer communications to the next level.

It’s a very exciting time to be in this industry and many heroes will be made as customer communications will drive tighter, more loyal relationships while lowering costs.

Can you see it? Can you feel it?

Tags: customer communications, Mailers, trends