Unrelenting Service Is a Strategic Choice

In the dynamic landscape of the commercial printing industry, providing unrelenting service is not merely a choice but an imperative for sustained success – in fact, a strategic choice. The evolution of client expectations, fueled in part by the "Amazon effect," has reshaped the paradigm of customer experience, demanding supreme dedication from printing service providers. In this era of rapid advancements in technology and instant gratification, businesses in the printing industry must recognize the transformative power of exceptional service to stay relevant, competitive, and, most importantly, to meet the ever-changing expectations of their clients.

The Amazon effect, a phrase used to describe the impact of Amazon's customer-centric approach on various industries, has significantly influenced the way clients perceive and demand services across the board. This effect has crept into the commercial printing sector, where clients now expect nothing short of seamless, efficient, and personalized service experiences.

One of the key aspects of the Amazon effect is the emphasis on speed and efficiency. Amazon has set a precedent by offering same-day or next-day deliveries, conditioning consumers to expect swift results. This mentality has infiltrated the printing industry, where clients (Amazon consumers) now anticipate quick turnaround times without compromising on quality. In this context, providing unrelenting service means optimizing internal processes, investing in cutting-edge technology, and streamlining operations to meet and exceed customer expectations for prompt delivery. In a sense, it will force you to drive out waste and non-value-added steps throughout your process.

Moreover, the Amazon effect has promoted the importance of transparency and communication in the customer experience. Clients (Amazon consumers) are accustomed to real-time updates on the status of their orders, shipment tracking, and proactive communication in case of any issues. In the commercial printing industry, maintaining an open line of communication, offering order tracking, and providing timely updates on project milestones become essential components of unrelenting service. This proactive approach not only builds trust but also enhances the overall customer experience.

In the age of Amazon, personalization is another crucial element that clients now expect from service providers. The e-commerce giant has perfected the art of offering personalized recommendations based on customer preferences and behavior. In the commercial printing industry, understanding and catering to the unique needs of each client contribute to the delivery of unrelenting service. This involves not only tailoring the printing solutions to meet specific requirements but also anticipating future needs through data-driven insights and market analysis. One example of this is using your MIS/CRM system to anticipate orders based on order history. Use this data to reach out to your customer proactively with schedules and confirmations to orders they will soon place with you.

Furthermore, the Amazon effect has cultivated a culture of customer reviews and ratings, where feedback plays a pivotal role in shaping the perception of a business. In the commercial printing industry, client testimonials, positive reviews, and a strong reputation are invaluable assets. Unrelenting service is not just about meeting expectations but consistently exceeding them to gain positive feedback and cultivate long-term relationships. Client satisfaction is no longer a checkbox but a continuous process that requires dedication, adaptability, and a commitment to improvement.

In the competitive landscape of the commercial printing industry, unrelenting service becomes a differentiator. Businesses that prioritize customer experience and go above and beyond in delivering exceptional service set themselves apart from the competition. This differentiation is crucial not only for customer retention but also for attracting new clients in an environment where word of mouth and online reviews carry significant weight.

Providing unrelenting service in the commercial printing industry is not an option; it is a strategic imperative dictated by the transformative landscape shaped by the Amazon effect. Meeting and exceeding customer expectations is no longer a passive choice but an active commitment to survival and success. To thrive in this environment, printing service providers must embrace the principles of efficiency, transparency, personalization, and continuous improvement to create a customer experience that not only meets but anticipates the needs and expectations of the modern client. In doing so, businesses can navigate the challenges posed by the Amazon effect and build lasting relationships that transcend transactional interactions.

It's just an idea, what do you think?

Mike Philie can help validate what’s working and what may need to change in your business. Changing the trajectory of a business is difficult to do while simultaneously operating the core competencies. Mike provides strategy and insight to owners and CEOs in the Graphic Communications Industry by providing direct and realistic advice, not being afraid to voice the unpopular opinion and helping leaders navigate change through a common sense and practical approach. Learn more at www.philiegroup.com, LinkedIn or email at mphilie@philiegroup.com.