In this short video, recorded at the recent BriteBill billing presentation workshop in London, Alan Coleman, CEO of BriteBill, argues that getting bills right is very important to customer retention.

Alan refers to survey work undertaken by BriteBill that confirms that it takes only a very small number of billing ‘issues’ before customers consider switching provider. (A White Paper that summarises the results from the survey is available).

He then outlines why billing is strategically important in terms of the sustainability of customer relationship. He outlines the rationale for BriteBill as a company – helping to redefine the nature of the relationship with the customer. BriteBill focuses on the relationship ‘bit’ of billing relationship.

He goes on to discuss how ‘information architecture’ has been inspired by the idea of ‘choice architecture’ – making reference to the London Underground map as one of the best known examples of the concept.