Everything old is new again. Vinyl records are making a comeback, 80’s horror flick/pop culture tribute ‘Stranger Things’ is the number 1 show on Netflix, and snail mail is the hot new way for utilities to communicate with their customers.
Don’t believe it? Consider this: water utilities, on average, have email addresses for only one third of their customers (although as we demonstrated in a recent blog post, they probably have their mobile phone number).
But what about the two-thirds of customers that utilities can’t reach via email? Without being able to send timely emails, utilities have three options for communicating with their customers:
- Calling the customer directly, though this requires extensive resources and takes time away from other important customer service activities.
- Mailing information with the bill.
- Not communicating at all.
As much as we talk about digital communications, print remains a relevant, if not...see more