Customer Experience Interactions - What’s at the top of your list?
- 1. Customer Experience Interactions - What’s at the top of your list?
- 2. Customer Experience Interactions 2 Your customer’s experiences are measured by the quality of interactions they have with your business, products and services. Technologies like the cloud, mobility, social networks change the way we store, share, and receive data and shape a more flexible workplace. Some businesses struggle to connect the dots between external factors (things we don’t have control over) and the internal daily operations and processes (things we do have control over).
- 3. Customer Experience Interactions 3 According to one study 86% of customers quit doing business with a brand because of a bad customer experience.* On the flip side, a 5% increase in customer retention produces more than 25% increase in profit.** * (Harris Interactive 2010) ** Brain & Company – ‘Prescription for Cutting Costs’)
- 4. Customer Experience Interactions 4 We all know old habits die hard, but with the adoption of simple procedures, your business has the potential to beef up its customer experience. The best improvement strategy begins with having the right software tools in place that leverage experience into not only retention but lower operating costs, increased sales and faster growth. Select the top 5 statements in regards to customer experience interactions that your business utmost values.
- 5. Customer Experience Interactions 5 “Providing a personalized customer service experience is expensive and difficult. We truly believe that it is important for our employees to get to know our customers, it is an investment into future business.” Pain Point 1 Pain Point 2 Pain Point 3 Pain Point 4 Pain Point 5 “One of the biggest obstacles to going digital are concerns about data loss. In the current digital society, our customers and employees must have secure access from their mobile devices to data without fear of the data being corrupted or lost.” “Customers do not like lengthy and multiple forms for sign up. Making it easy for new customers to sign up, while being able to assure them of information security is a priority. An automated document workflow will help eliminate paper-based tasks.” “As the company grows, the increase in the risks involving customer information and internal financial data can be discouraging. Streamlining risk management policies that can adapt to the changing of the times is crucial.” “With the advent of social media, customers seek instant responses to customer queries. Staying true to our reputation as an organization with excellent customer services puts a strain on our internal process. We are always looking for ways to streamline our internal process so that we can service our customers better.”
- 6. Customer Experience Interactions 6 “Providing a personalized customer service experience is expensive and difficult. We truly believe that it is important for our employees to get to know our customers, it is an investment into future business.” Pain Point 1 Solution Many businesses use CRMs to make customer information accessible to their entire team. Regardless of the role of the employee, everyone on your team can instantly retrieve client conversations, purchase history, and other personalised information to improve the quality, responsiveness and personalised approach of each customer interaction. With this approach, businesses are able to tailor their offerings based on a collection of data and build a business case for future purchases.
- 7. Customer Experience Interactions 7 “One of the biggest obstacles to going digital are concerns about data loss. In the current digital society, our customers and employees must have secure access from their mobile devices to data without fear of the data being corrupted or lost.” With the right technology and policies in place, a business can create a safe and appropriate environment that blends customers and employee resources. Today’s workspace includes many resources that help make keep us all productive and efficient. Customers expect these to provide consistent and highly secure access to intellectual property, stored documents, and internal websites with sufficient bandwidth, storage, and processing power to accomplish tasks quickly and effectively. Pain Point 2 Solution
- 8. Customer Experience Interactions 8 “Customers do not like lengthy and multiple forms for sign up. Making it easy for new customers to sign up, while being able to assure them of information security is a priority. An automated document workflow will help eliminate paper-based tasks.” By automating processes, you could save time and gain your customers’ trust by offering them a better experience when dealing with your company. Automation enables you to offer better-quality services because it gives you more time and makes it easier to customise each step, showing your customers the added value in what you are offering them. Pain Point 3 Solution
- 9. Customer Experience Interactions 9 “As the company grows, the increase in the risks involving customer information and internal financial data can be discouraging. Streamlining risk management policies that can adapt to the changing of the times is crucial.” Even if you take every precaution, there are many ways information can land in another individual’s management systems, where it can be vulnerable. The best way to secure vital data is to understand what is sensitive, set rules for handling it, implement technical controls to ensure it is actually handled properly, and educate your staff about their role in keeping it safe. Pain Point 4 Solution
- 10. Customer Experience Interactions 10 “With the advent of social media, customers seek instant responses to customer queries. Staying true to our reputation as an organization with excellent customer services puts a strain on our internal process. We are always looking for ways to streamline our internal process so that we can service our customers better.” Customers have the need for speed. They want their questions answered and their problems solved as quickly as possible. Identify the top reasons your customers are reaching out and make it easy for them to find the solutions. For example, tools like FAQs and online discussion forums provide online support to customers at all hours without requiring any direct interaction. Pain Point 5 Solution
- 11. Customer Experience Interactions 11 Customer interactions can and will define your company in the digital age. Meeting each customer on a personal level and making every interaction with your company simple and timely could make or break a sale or a relationship. This entails an internal shift which includes securing customer information, preventing data corruption or loss and streamlining risk management policies — all towards adapting to the rapid changes of the time. With the right software tools upholding a well-thought out policy, growth and success in the digital age is definitely in the cards.
- 12. Customer Experience Interactions 12 Smart Work Gateway Contact Us: enquiries@fujixerox.com Solution: ApeosWare Management Suite, Cloud Services, DocuShare Smart Work Gateway (SWG) is a new way of working. It changes how you manage your workplace and helps you re-imagine your operations and streamline your communications, setting a new benchmark in usability. With SWG, you can boost flexibility, remove barriers, and give yourself the freedom to organize how you wish to work. Change how you plug in, sign on and connect to your workplace from any location you choose. Free up your time, be productive and spend your time on work that is meaningful to you. Importantly, in today’s world, SWG allows you to achieve this while adhering with compliance and security policies. Simply put, it is an employee and customer-centric approach to change the environment you work in.