Trends Report

Three Ways To Drive Document Value

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

November 2nd, 2010
With contributors:
Ron Rogowski , Jennifer Peterson , Shelby Catino

Summary

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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