The hidden costs of unclear B2C communications

Our recent research on insurance and banking customer communications revealed how customers act when they receive unclear communications.

Half (54%) of the consumers we surveyed said they trust their service provider more when their communications are clear. When they receive unclear communications, they reported feeling confused. Some customers said they would even switch providers if clarity doesn't improve over time (38% of insurance customers and 29% of banking customers). This behavior is more common among Millennials and Gen Z. As Millennials and Gen Z age and move into greater financial stability and wealth, they'll become a powerful market segment. Providers can't afford to alienate them.

Let's say you send a bill. The information on how to pay it is buried in the text. The due date is in a small font that doesn't catch anyone's eye. The result? Customers ignore or set the bill aside because they're unsure when or how to pay.

Not only are you losing revenue because customers aren't paying their bills on time, but you're also spending money on sending out repeated notices. If the bill had an eye-catching layout or had been printed in colour, the customer would have understood when to pay their bill.

Lower costs with clear communications

Unclear communications come with hidden costs that can quickly add up. Those costs can be more than financial; they can come in the form of lost trust. Clear communications, conversely, foster strong, trusting customer relationships. Transform unclear messages into customer confidence. Contact us to get started.