customer engagement for trailblazers
TRANSCRIPT
• Create Business Value
• Improve Customer
Experience
• Drive Revenue Growth
• Reduce Operating Costs
Customer
Engagement
for
TRAILBLAZERS
A quick guide for those
on the front lines of business!
PORTALSMOBILE
EMAILS
CUSTOMER SERVICEREPRESENTATIVE
CUSTOMER
What is Customer Engagement? What is Customer Engagement?
Customer Engagement for Trailblazers
Customer Engagement means exceeding your customer’s expectations by providing seamless interaction across all of their communication channels – including postal mail, email, mobile and more – no matter the service.
Every organization interacts with a new customer for the first time, and this interaction is critical for building loyalty. If customers have a poor initial experience, it’s easy to lose them for good.
Why Does the Initial Customer Engagement Matter?Why Does the Initial Customer Engagement Matter?
Customer Engagement for Trailblazers
Authorization and customer acceptance with e-signature
Customer receives personalized communication with additional offers
Initial engagement
Acceptance
Customer submits additional requested documents
Customer is notified of status changes
Customer communication
Offer to Client
Acceptance
Additional Offers
Secure e-Signature
Trailing Docs/Info
Approved Loan
Customer Communication
A customer engagement occurs at every touchpoint of a business process.
Where & When Is Customer Engagement Used? Where & When Is Customer Engagement Used?
Customer Engagement for Trailblazers
Customer Engagement Creates Business Value
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
Customer Engagement for Trailblazers
HOW Customer Engagement Creates Business Value
Efficiency of Connected Systems is Maximized
Customers benefit from quick access to consistent information, regardless of their channel of engagement. Companies benefit by maximizing touchless processing, shortening transactions and boosting customer loyalty.
Customer Engagement for Trailblazers
WHEN & WHERE Customer Engagement Creates Business Value
ExampleInstead of using separate processes and solutions to interact with customers, fluid customer engagement can efficiently leverage a single process and interact with customers across many channels.
Customer Engagement for Trailblazers
Customer Engagement Improves the Customer Experience
What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?
Customer Engagement for Trailblazers
HOW Customer Engagement Improves the Customer Experience
Multi-Channel Access Customers are able to access and interact with businesses using their preferred device and without having to re-key information.
Customer Engagement for Trailblazers
WHEN & WHERE
Example
Customer Engagement Improves the Customer Experience
An individual opens a new bank account from her desk. When the bank requests additional documents, she doesn’t have to wait until she’s back at her desk. She can capture the image and send it from her mobile device and the process remains secure.
Customer Engagement for Trailblazers
Customer Engagement Drives Revenue Growth
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
Customer Engagement for Trailblazers
HOW
Frictionless Interactions
Quick and easy interactions with a company’s systems of engagement improve the company’s reputation, helping to retain existing customers and attract new ones.
Customer Engagement Drives Revenue Growth
Customer Engagement for Trailblazers
WHEN & WHERE
Example A customer gets a mobile notification that he’s approved for a loan. In just a few taps on his mobile device, he’s able to provide the necessary information and submit his offer acceptance, keeping the account opening – and his day – moving along.
Customer Engagement Drives Revenue Growth
Customer Engagement for Trailblazers
Customer Engagement Reduces Operating Costs
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
Customer Engagement for Trailblazers
HOW Customer Engagement Reduces Operating Costs
Streamlines Labor-Intensive Processes Modern customer engagement maximizes automated processing and improves efficiency, reducing the cost-per-transaction.
Customer Engagement for Trailblazers
WHEN & WHERE Customer Engagement Reduces Operating Costs
ExampleManual processes are transformed and many become touchless. Worker intervention is purposeful and efficient, lowering operating costs and helping to better utilize resources.
Customer Engagement for Trailblazers
What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?
Customer Engagement significantly improves the customer experience with access to – and interaction with – information across all of a customer’s preferred channels.
Customer Engagement for Trailblazers
Now go blaze some trails…
Customer Engagement for Trailblazers
Lexmark solutions improve
customer engagementTo learn
more about how
visit
lexmark.com/software-solutions