As today’s communication buyers expect their print providers to offer smooth onboarding, easy order submission processes, frequent communications, effective job management, value-added services, while keeping security in mind, it is imperative for them to understand the best practices and methods needed to strengthen this connection. In an effort to help define print buyer expectations and related print provider actions, Canon U.S.A., Inc., a leader in digital imaging solutions, recently sponsored a study and white paper series titled, “Enhancing the Print Customer Connection,” with NAPCO Research.
Taken from the insights of over 200 communication buyers and 250 commercial print and in-plant print providers, this study focuses on the keen understanding of the communication buyers’ experience, and how their preferences align with what services print providers can offer. The “Enhancing the Print Customer Connection” white paper series builds on the 2019 “Digital Printing 5.0” and 2020 “Print in the Eye of the Buyers” studies, both of which Canon also conducted with NAPCO Research.
A key focus of the “Enhancing the Print Customer Connection” study is print job submission methods. According to the research, communication buyers submit only 26 percent of their digital printing work through online e-commerce/web-to-print systems, with the majority, 44 percent, still submitting by e-mail or file upload process and 30 percent submitting by physical delivery. In addition, 71 percent of communication buyers report that their print providers don’t explain the specific benefits to their organization of ordering through an online portal, and the 36 percent of the buyers not using online portal methods feel e-mail/file upload is the easier method for job submission. Statistics such as this in the study help identify the challenges that print providers need to address with customers to grow the utilization of e-commerce/web-2-print ordering.
The research is being summarized in five white papers that are anticipated to be published over the next few months. The five key focus areas of the “Enhancing the Print Customer Connection” series include:
- Delivering Client Experiences that Gain Competitive Advantage
- The Job Submission Challenge – Onboarding Your Customers
- Navigating a New Customer Environment
- Advancing Productivity and Service Delivery
- Strengthening the Value of the In-Plant
The first white paper in the series “Delivering Client Experiences that Gain Competitive Advantage” is now available. Please see the link to download here.