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For Customer Experience Professionals

Three Ways To Drive Document Value

How To Keep Documents From Being The Weak Link In Your Customer Experience

November 2, 2010

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  • By Elizabeth Boehm
  • with Ron Rogowski,
  • Jennifer Peterson,
  • Shelby Catino

Why Read This Report

Despite consumers' increasing online migration, documents — both paper and electronic — remain central to their relationships with many of the companies they do business with. But the role of documents in the customer experience is undervalued. Companies that view documents as a cost center or a mere regulatory requirement are missing an opportunity to enhance and extend their customer experience across channels. To ensure that documents reach their full potential, customer experience professionals need to uncover customer needs, design the relationship and not just the documents, and measure and refine their output. Companies will be most successful in transforming their document approach if they sell the value of documents up and down the document creation food chain, bring the right skill sets to bear, and invest in a technology platform that allows for dynamic document creation.

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Tools And Templates

Models and Calculators

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  • Most Consumers Still Use Paper For Financial Communication

Table of Contents

  • Documents Are A Critical But Overlooked Component Of Customer Experience
  • Three Ways To Drive Better Document Value
  • Recommendations

  • Document Design Teams Need Support, Tools, And Skills
  • Supplemental Material