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    Why should you combine marketing and service communications?

    When you meet someone special, you pull out all the stops to be the best possible version of yourself. You dress nice, hold open the door, pay for drinks and laugh at every joke that person makes. After some time however, when all goes well, you might start putting in less of an effort. There are dirty socks on the floor, you don’t hold back as many burps as before and the parents-in-law are no longer as funny as they were when you first met them.

    In many regards, customer communications over the course of the customer journey can be very similar. As a result, the difference between marketing and service communications can be day and night. However, they both have specific benefits which, if combined, allow you to engage with your customers in ways that seemed impossible before.

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    What is customer retention?

    When you look at modern advertising you’ll notice that a lot of today’s billboards, tv ads and print commercials are focused on persuading and courting new customers. That’s because in the eyes of most companies, extra customers quickly translate into extra revenue. While gaining customers indeed boosts revenue, not losing any is proven to do so faster and at a much lower cost. When someone is not familiar with what you have to offer, it will take a lot of persuading to get him to buy your products. But when somebody already knows you and has taken a liking to your products, it will not cost you a huge effort to get him or her to come back for more.

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    When the pieces fall together: The importance of data in digital transformation

    Imagine you need to run some errands. You walk into the store and the woman behind the register says “Hi”. That’s nice. You appreciate her kindness and respond “Well, hello, how are you?” as you walk past. Now imagine that as you enter the shop she says: “Hi Jim, long time no see! How is your wife Karen? If you are looking for those cereal your kids like, they are stored in the third isle from the left.”

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    How to communicate with your customers?

    How do you communicate as a business? How do you reach out to your customers? And what tools do you need to safely navigate through the labyrinth of individual customer needs and expectations that continue to grow more complex?

     

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    Scriptura Engage 19.04 release is available!

    I’m very pleased to announce the general availability of Scriptura Engage 19.04, a long term stable release. With this new release, organisations will be able to put business users in control of the content of customer communications, removing the dependency on IT and lowering the time-to-market of changes. Also, this release brings digital communication to a whole new level with interactive actionable communications. And last but not least, the acquisition by UnifiedPost has given us access to delivery and payment capabilities that we now have integrated within Scriptura Engage. Curious to know more? Keep on reading!

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    Make integrations a child's play with Xribe & Zapier

    Maintaining a system for automated customer communications can take time and a lot of IT support. You can save on this by combining Xribe and Zapier. When you connect Xribe and Zapier, you can automatically send communications for most of your business needs. This allows you to focus on the important things while still immediately acknowledging your customers' needs.

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    What are actionable communications & why are they so important?

    Two months ago our VP Marketing Geert Fransen talked about transpromotional communications 5.0 and the power of dynamic customer communications that remain consistent throughout the customer journey.

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    Why does Customer Experience matter?

    In modern day business the customer holds all the cards. He knows he is in control and it’s up to the businesses he engages with to please him at every turn. When they fail to do so the customer is left in the cold, astounded, disappointed and determined to make his dissatisfaction heard. Either he will take it up with management directly, or he will tell all his friends and family about how he didn’t get bang for his bucks and his customer experience was not as expected.

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    6 Steps to choose the right communication tool

    They say in sports self-belief and strength of character are what separate the good from the best. You could argue that this applies to the world of business as well. Businesses worldwide approach the market claiming and believing that they know best, convinced that their own capabilities will eventually lead to success. This is the Inside-Out approach: systems, tools, processes, and products are designed with the company and its needs in mind and decisions are made based on what's best for the company and not the customer.

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    Analog, Digital and Interactive: The three media of communication

    Digital transformation is tough but it’s worth it. As digital slowly becomes more ingrained in our ways of working and engaging with each other, new opportunities driven by progress show themselves nearly daily. On the long road to digital transformation, the first step to take is customer onboarding, causing this digital transformation to go hand in hand with improving your customer communications. 

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