STAMFORD, Conn.--(BUSINESS WIRE)--Nov. 16, 2011--
Dancing reality television shows have captivated American and European
consumers alike, and marketers should take note, according to research
from Pitney Bowes Inc. The customer communications management firm helps
brands engage with customers across many channels. For consumer brands,
it’s a new customer dance thanks to technology that leverages customer
data and applies it to two-way personalized conversations across
physical and digital channels.
According to the Pitney Bowes white paper The
Customer Dance: When to Lead, and When to Follow, marketers
should incorporate the customer experience into their branding efforts,
especially in digital channels. In physical channels, such as mail and
in-person interactions, brands should inform conversations with the most
recent customer data that demonstrates that the brand recognizes each
customer personally.
To move beyond loyalty and retention, the Pitney Bowes survey queried
consumers in the UK and the U.S. as to which specific techniques
encourage them to “continue using a business and maybe buy more from
them.” The four most popular steps in the dance between brands and
consumers were:
-
Providing channel choice for contacting a company (53%)
-
Providing home delivery (52%)
-
Giving consumers a say in development of products and services (46%)
-
Featuring controls so consumers may select preferred channels and
frequency of communications (46%)
“Today, we have the software that powers cross-channel alignment for
creating a mutually managed experience between brands and customers,”
said Murray Martin, Chairman and CEO of Pitney Bowes Inc. “The customer
data that brands have collected can now be dynamically applied to
customer interactions on the Web, in call centers, with live chat, on
bank statements, direct mail, and even in stores. We have the
technology. Marketers can now provide the personalized two-way dialog
that consumers are craving.”
About Pitney Bowes:
Delivering more than 90 years of innovation,
Pitney Bowes provides software,
hardware
and services
that integrate physical and digital communications channels. Long known
for making its customers more productive, Pitney Bowes is increasingly
helping other companies grow their business through advanced customer
communications management. Pitney Bowes is a $5.4 billion company with
more than 30,000 employees worldwide. Pitney Bowes: Every connection is
a new opportunity™. www.pb.com
Source: Pitney Bowes Inc.
Pitney Bowes Inc.
Dawn Zinkewich, (203) 254-1300 x147
dcabral@cjpcom.com
