In the Q&A session following his presentation at the recent billing presentation workshop in London, David Brown of Brite:Bill talks about brand consistency across channels.
Such consistency is needed, he argues, as much for billing than for any other form of customer communications. He makes the case for creating an organisational structure that ensures appropriate and consistent experience across channels.
He also suggests that the online experience should allow the customer to be able to personalize and drill-down, using the interactive features of web and mobile platforms. PDFs of the printed bill, he argues, hardly constitute an online experience.