ADDISON FINDS FOCUSING ON THE CUSTOMER EXPERIENCE IMPROVES E-DELIVERY ADOPTION RATE
June, 2007
- Addison has found that e-adoption rates dramatically improve when organizations put their customer experience first, and technology second. Testing and analyses have shown that in some cases almost 75% of customers of some financial services companies regularly use the Internet, however, when comparing that to the number of customers who actually opt-in for digital customer communications, there is a big gap.
By employing techniques to make communications easier to understand; such as taking a user-centered perspective, writing in plain English, using functional design, and improving technology, Addison’s clients are finding a dramatic lift in their opt-in results, and in many cases improve.
By employing techniques to make communications easier to understand; such as taking a user-centered perspective, writing in plain English, using functional design, and improving technology, Addison’s clients are finding a dramatic lift in their opt-in results, and in many cases improve.
