Give your customer a voice - the 5 steps to transform your SMB with a customer centric focus. To download the whitepaper, visit http://betterbusiness.fujixerox.co.nz/give-your-customer-a-voice

1. in the digital age
CUSTOMER-
CENTRICITY

2. aids in personalising business services,
for greater customer-centricity
DIGITISATION

3. of a customer’s
relationship with
a company will be
managed without
even talking to
a person.
By 2020,
85%
As predicted by a recent Gartner survey

4. can reduce costs, increase
sustainability, and facilitate improved
mobility and customer relationships
DIGITISATION

5. Download
our white paper

6. Fast response time High quality
products
Exceeds
expectations
The formula for a good customer experience
Customised
service
You need systems in place
that allow you to provide
swift— if not instant—
responses
Quality is a non-negotiable,
and saves customers the expense
of constant troubleshooting
Gathering customer data
allows you to cater to their
specific needs with each
interaction
Providing extra-mile service
and post-sales follow-up
benefits you in the long run

7. of a customer’s
relationship with
a company will be
managed without
even talking to
a person.
According to
one study,*
86%
* Harris Interactive 2010

8. The best brands
focus on relationship
and service

9. increase in profit is
achieved by a 5%
increase in customer
retention.
At least
25%
* Bain & Company - Prescription for Cutting Costs

10. your customers’ challenges and
understand their industry and concern
KNOW

11. ESSENTIAL
STEPS
for delivering a superior
customer experience
5

12. 1 Stay
connected
with your
customers

13. Essential steps
for delivering a
superior customer
experience
1 Stay connected
with your customers
Don’t lose sight of customer needs
and preferences. Invest in data
gathering that will allow you to
constantly receive fedback from
customers.

14. 2 Achieve greater
customer empathy

15. Achieve greater customer
empathy
Understand your customers’
industries and concerns. Your e-mail
communication can provide value by
answering their pain points and offering
products that solve their problems, and
their most pressing needs.
Essential steps
for delivering a
superior customer
experience
2

16. 3 Add more value
with increased
productivity

17. 3 Add more value
with increased
productivity
Optimise scalable digital solutions and
automation to provide more customer
service and solutions for the same cost.
Essential steps
for delivering a
superior customer
experience
3

18. 4 Diversify
revenue sources

19. Diversify
revenue sources
Explore new opportunities to
serve your customers. Use customer
feedback and data as well as
innovative thinking to create new
solutions that meet customers’
growing and changing needs.
Essential steps
for delivering a
superior customer
experience
4

20. 5 Collaborate
with new partners

21. Collaborate
with new partners
Find new ways to outsource non-
strategic functions to allow your team to
focus on their expertise. This improves
efficiency and effectiveness of your
core business functions.
Essential steps
for delivering a
superior customer
experience
5

22. to SMB growth and success is to develop
mutually beneficial relationships between
your SMB and your customers
THE KEY

23. Download
our white paper