Ask yourself the right customer experience questions

Improving the overall customer experience for your business is crucial to success—both in the short term and for the long haul. We’ve seen that placing high value and attention on customer experience is critical to the business success and competitive status of most organizations.

It’s no secret that today’s customers are using a multitude of communication channels, regardless of industry or even demographic. It’s imperative that organizations accommodate for the multitude of channels and content types that the modern customer decides to use for communications.

To ensure your organization is optimizing the customer experience, you must ask yourself the right questions. Below are a few questions (along with brief reasoning for those questions) that you should be asking yourself when thinking about process improvements and efficiencies for your customer experience:

• Do you allow for multichannel communication from your customers? Modern customers use many different channels to reach businesses today. Making your organization easily accessible on multiple channels will greatly improve today’s customer experience.

• Do you have a coordinated approach to handling multiple communication channels? A multitude of channels can result in a flood of data. Having an effective workflow in place to manage this flood is key.

• Do you monitor response times and procedures on all channels? Analytics are key to process optimizations. Optimizing customer response time is made possible by knowing where efficiencies and improvements can be gained.

• Does all of your customer-facing staff have access to all customer profile data? Customers get easily frustrated when they feel the staff member with whom they are communicating isn’t up to speed on all previous correspondence or order history.

• Have you implemented modern data-extraction technology? New technology could be saving you input management costs and reducing both time and errors. Try out the latest solutions using your own documents and forms.

Asking yourself these questions, among others, will allow you to ensure your overall business experience is optimal for your most prized asset—the customer.

-Brennan

Speed + Accuracy = Satisfied Customers!

In today’s modern enterprise business landscape, implementing a strong formula for success is key to optimizing the customer’s overall experience when interacting with that business.  It’s crucial to have accurate, consistent, and compliant communication.  Furthermore, fast and efficient communications are expected from today’s “always on” customers.

The adoption and proliferation of digital communications, customers’ expectations have grown to unprecedented levels in this area of business. Unfortunately, this means these expectations of speed and efficiency are often the same regardless of the communication medium or channel with which they reach out to a business. This can cause some headaches when trying to match digital speeds for conventional, paper-based channels and documents.

Most organizations receive inbound communications via at least four channels (plus telephone) with multiple content types per channel. These channels typically differ greatly when it comes to customer response times and process efficiencies. In a recent study by Kodak Alaris and AIIM, organizations admitted to vast improvement needs based on communication and input channel:

How would you rate the speed of response from your organization when customers use the following channels? (N=260)

CEM_speed_of_response_WP_Kodak_Alaris

Adopting sound processes and gaining efficiencies through the implementation of modern technology can help your business stay at the cutting edge and meet these high customer expectations. Once all communications channels are integrated, and transactional, customer and content systems are interconnected, efficiency techniques and process improvements can be applied to enhance productivity, but more importantly to improve the overall customer experience.

Want to read more about this topic?  Download the free study by Kodak Alaris and AIIM.