If asked, would you be able to answer why your customers chose you as a supplier, and what makes them stay? Of course, there are lots of reasons, but there is one universal truth: delivering the very best customer experience is at the top of everyone’s agenda. The 2018 Digital Trends research, conducted by Econsultancy in partnership with Adobe found:
Leading companies understand that they are in the customer experience business and they appreciate how an organization delivers for customers, is beginning to be as important as what it delivers.
It pays to put customer experience first. Not only does it give companies a competitive edge, it’s cheaper to retain a customer than it is to acquire one. When acquiring new clients, those with a ‘low-effort’ experience are more likely to buy from the business again. The 2018 Digital Trends report substantiates the payoff: organizations with well-designed user journeys that facilitate clear communication and a seamless transaction are 57% more likely to have significantly surpassed their 2017 business goals.
You might not consider information management (IM) a major contributor to customer experience, because it’s often handled behind the scenes. A customer may never see the back-office dealing with their data, but how their information is managed and processed is closely linked to a positive experience.
Today’s world of near real-time communication has created higher customer expectations and is driving change in how businesses and public agencies communicate with end customers or citizens. Real-time communication also drives real-world complexity.
Individuals connect via email, text, messaging or social media in their personal lives and the lines are blurring with business. Many are now using these same tools to talk with companies. At the same time, some business-critical processes happen on paper, like completing a new account form or providing copies of documentation. This puts pressure on organizations’ ability to deliver instant, accurate responses to their clients across all channels.
Paper is not going away anytime soon. In order to seamlessly integrate both the physical and digital worlds, the processes to handle all business inputs still need to fully catch up. Information capture solutions that scan paper records and extract the data digitally provide a path to integrated customer communications. When companies digitize, they also reduce cost and time associated with old-fashioned processes for filing, storing, managing and retrieving paper-based information.
An IBM Institute for Business Value report revealed that:
The business rewards speak for themselves. A good customer experience leads to high customer satisfaction, which results in repeat business or doing more business. Commenting on the 2017 Customer Service barometer Raymond Joabar, Executive Vice President of American Express servicing organization said:
“More companies are realizing that delivering great care is not just the right thing to do; it also makes great business sense. Seven in ten US consumers say they’ve spent more money to do business with a company that delivers great service.”
Customer onboarding can have a far-reaching impact on satisfaction and long-term loyalty. First impressions count and stick with us for the duration of a relationship. The examples below highlight the impact of a great customer onboarding experience.
Customer experience is tightly inter-linked with many information-intensive business processes. It’s not just about the products; it’s about the customer experience, which is why the Alaris IN2 ecosystem provides the Right Fit, ensuring the solutions seamlessly integrate with the customer’s IT environment; the Right Experience, guaranteeing effective and efficient information capture and extraction of data; and the Right Results, to deliver superior business value and higher ROI.