Customer communications carry more growth potential than most leaders give them credit for. Leaders treat it as an operational line item, something to modernize eventually,
Direct mail response rates in financial services average 3.95% – 37x higher than email. See the data on ROI, print + digital integration, and why
Customer communication is core to how organizations build trust, drive action, and retain business, and it’s getting more expensive to do. USPS rates increase on
Member expectations have evolved – and they continue to rise. Today’s credit union members expect interactions that are accurate, timely, and easy to understand, while
In mortgage servicing, borrower communications have traditionally been viewed as a cost of doing business. Statements, escrow notices, and regulatory disclosures are required, so they
If there’s one thing I love talking about, it’s the future of customer communications and 2026 is shaping up to be a big year. Not
Across financial services, utilities, healthcare, government, and insurance, one reality is consistent. Most customer and member communications are not optional. They are statements, notices, disclosures,
If I had to sum up 2025 in one sentence, it would be this: companies came to realize that customer communications must move from individual
If 2024 was the year of big Customer Experience (CX) promises, then 2025 was the year teams finally focused on execution. Customers demand simpler interactions,
As marketers, we’re always searching for the next best way to capture attention and drive engagement. With so much focus on digital, it’s easy to
