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January 17, 2024
Simplicity Matters: Elevating Customer Satisfaction Beyond Quality and Technology with Strategic Print MIS Management by Jane Mugford |
Drawing from my extensive 25-plus-year career in the print industry, I've consistently noticed a crucial pattern that significantly contributes to a 'Happy Print Customer.' Despite their apparent simplicity, these often underestimated factors can make or break even the most beautiful and high-quality projects. These seemingly basic components are frequently overlooked, diminishing the overall impact of otherwise outstanding work. It's a reminder that excellence in the print industry goes beyond aesthetics; it lies in the thoughtful consideration of these fundamental elements, with their integrity heavily dependent on a robust Print MIS (Management Information System).
Timely Estimate Delivery:
Seamless Invoicing Process:
Preserving and Safeguarding Intellectual Capital:
In essence, while a competitive price and exceptional quality are essential, customer satisfaction is significantly influenced by the streamlined experience, time savings, and simplicity you provide. A well-implemented Print MIS is instrumental in achieving these goals. Overlooking seemingly small details can have a substantial impact on customer satisfaction, as customers value efficiency and clarity, appreciating businesses that respect their time.
Timely Estimate Delivery:
- Customers demand swift responses to their inquiries, and timely estimates play a crucial role in fostering customer satisfaction. Inefficient estimating processes or reliance on disconnected spreadsheets pose a risk of losing potential business. A well-designed Print MIS facilitates the rapid generation of comprehensive and accurate estimates, often within the same or next day.
Seamless Invoicing Process:
- The transition from estimation to invoicing should be smooth. Invoices should mirror the initial estimate, ensuring transparency and avoiding discrepancies. Customers appreciate invoices that align with estimated costs, reducing confusion. While unexpected changes may occur, the final invoice should be clear and easily comprehensible, as frustrating invoicing can undermine the satisfaction derived from a beautifully finished project.
Preserving and Safeguarding Intellectual Capital:
- Your Print MIS functions as a repository for crucial "Intellectual Capital." Establishing a culture where information is shared and stored within the system, rather than being confined to individual knowledge, is imperative. This mitigates risks associated with the absence or departure of a Customer Service Representative (or other key roles), ensuring critical customer information is retained and accessible to all involved in customer communication.
In essence, while a competitive price and exceptional quality are essential, customer satisfaction is significantly influenced by the streamlined experience, time savings, and simplicity you provide. A well-implemented Print MIS is instrumental in achieving these goals. Overlooking seemingly small details can have a substantial impact on customer satisfaction, as customers value efficiency and clarity, appreciating businesses that respect their time.