Why Customer Preferences Matter: The Impact on Business, Customer Loyalty and ROI
Actively managing preferences for customer communications started in the early 2000’s with companies promoting electronic delivery (eDelivery) of statements, bills and explanation of benefits to reduce their print and mail spend. Since then, companies and consumers have been operating in a hybrid analog/digital world. For example, it wasn’t uncommon for companies to print and mail customer communications, fax them when requested, and email them too.