In a world of clicks, print still connects.
Every month, you’re sending a communication that reaches nearly every customer you serve. It’s opened. It’s read. It’s trusted. Yet for most companies, it’s completely underutilized:
The printed billing statement.
At a time when digital channels are saturated and attention spans are fractured, print delivers what marketers crave: engagement, trust and relevance.
And you’re already paying to send it.
The Best-Performing Channel You’re Not Using (Yet)
Digital gets the lion’s share of marketing budgets, email, social and display but none of those channels deliver this:
- 96% of customers open and read their printed statements
- They spend 2–3 minutes with them
- It costs less than $1 per customer per month
Compare that to the latest benchmarks:
- Average email open rate across industries: ~21%
- Social ad click-through rate: ~0.9%
- Direct mail response rate: ~4.9% (according to the ANA)
The billing statement is already in customers’ homes and hands. That kind of attention, at that price, is almost unheard of. And yet most companies treat the monthly statement as an operational formality, rather than a marketing opportunity.
Customers Are Tuning Out. Print Gets Through.
Consumers are overwhelmed by digital. A YouGov study showed 70% of 18–29-year-olds have intentionally reduced social media usage—nearly double the number from 2023.
Ad blockers, declining open rates and screen fatigue, it’s all real.
Meanwhile, physical mail stands out:
- It creates a tactile, visual pause in a world of swipe-and-scroll.
- It’s not intrusive.
- It doesn’t disappear in a tab or get buried in a feed.
Print shows up once. It earns attention. And it’s remembered.
Personalization Isn’t Just for Email
Most companies have robust personalization in digital channels, dynamic ads, tailored email content and location-based mobile notifications. But they overlook the channel with the highest guaranteed open rate.
You already have the data: usage, preferences and history. Now imagine using that to tailor your monthly statement:
- “You’ve used 80% of your data—upgrade now and save 20%.”
- “You’ve earned 3 free months of premium—activate now.”
- “You’re eligible for a loyalty discount—claim it today.”
Placed at the moment of billing, these messages don’t feel promotional. They feel helpful.
Case in Point: A Smarter Way to Launch a New Service
We worked with a Tier 1 communication service provider that wanted to increase adoption of a new mobile plan. Their direct mail campaigns had already shown results, but they were expensive to scale.
Instead of launching another standalone mailer, they integrated the message into their billing statement.
CSG helped them build in:
- Personalized upgrade offers based on usage
- QR codes that linked to the offer page
- SMS short codes for fast activation
This approach allowed them to repurpose a touchpoint they were already sending, without increasing media spend. The result? Stronger adoption, higher response rates and a better return on marketing investment.
You Already Have the Infrastructure. Now Use It.
You’re sending the bill. You have the data. You know the customer. The only thing missing is a shift in mindset—to see the monthly statement not as an obligation, but as a strategic asset.
A marketing channel with:
- Guaranteed delivery
- High engagement
- Built-in trust
- Predictable cost
Add in regulatory compliance, secure production and USPS discounts and it’s one of the most dependable tools in your CX strategy.
Operational Advantages That Digital Can’t Match
Digital is flexible, fast, and trackable—but it comes with blind spots:
- Emails can go to spam.
- SMS can feel invasive.
- Push notifications can be turned off.
Printed communications offer several built-in advantages:
- Auditability: Consistent records for compliance and review.
- Resilience: Not reliant on power, internet or digital access.
- Accuracy: Sophisticated workflows ensure version control and approval trails.
- Reach: Especially for segments with low digital adoption.
Print + Digital = Real Strategy
This isn’t about replacing digital. It’s about using each channel where it performs best:
- Print earns attention
- Digital captures conversion
- Together, they guide the journey
When done right, the billing statement becomes the start of a customer experience not the end of one. You can:
- Drive customers to a microsite
- Trigger a follow-up email based on interest
- Capture preferences through scannable QR codes
- Offer mobile wallet enrollment with printed short codes
This “print-to-digital bridge” helps create a consistent, multichannel experience and unlock better tracking and insight into engagement.
Measurement & ROI: What to Expect
It’s easy to assume print can’t be measured. But with the right design, tracking and QR strategy, you can:
- Track scan rates and click-throughs from printed statements
- Compare activation and conversion rates for digitally promoted vs. statement-promoted offers
- Tie retention, upsell or payment plan success to the offer channel
And yes—print is measurable.
Reach Customers Where They’re Actually Paying Attention
Your customers don’t live in one channel. Their attention is fragmented. Their loyalty is earned.
But the billing statement gives you something rare:
- A moment of focus
- A space to personalize
- A channel that isn’t competing with 1,000 notifications
You’re not fighting for attention—you already have it.
Final Word: Print Is a Strategic Asset
If you’re already sending the bill every month, then you’re already doing the hard part, delivery, timing and infrastructure.
Now ask yourself: What else could you do with the space you already own?
It’s a high-engagement, low-cost channel hiding in plain sight. And with the right strategy, it can do more than deliver balances and due dates. It can deepen relationships, increase ROI and make your entire marketing ecosystem more efficient.
Ready to Make Your Bill Work Harder?
Before launching your next campaign, look at the one you’re already sending.
CSG’s Communication Design & Delivery team helps brands turn routine communications into ROI-driving tools—without reinventing the wheel.
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