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Understanding Order Entry from Your Customer’s Perspective

Too many online order entry tools are discounted because the printer fails to see the value from their customer’s perspective. Don’t let your competitors use your customer experience to replace you.

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About Jennifer Matt

Jennifer Matt is the managing editor of WhatTheyThink’s Print Software section as well as President of Web2Print Experts, Inc. a technology-independent print software consulting firm helping printers with web-to-print and print MIS solutions.

Discussion

By Heath Cajandig on Jun 28, 2017

Great read. As your article points out with the proofing example, a web to print solution doesn't have to be all or nothing. Starting with proofing, reporting, or order history as examples has great value.

 

By Robert Godwin on Jun 28, 2017

Jen,
The first sentence of the article and the last sentence are all that is necessary to make the point.

Old saw- If you don't take care of your customer, somebody else will.
Old Story of the Jungle- The Cheetah starts to chase two Gazelles. One Gazelle says to the other, "We're doomed, we can't outrun the Cheetah." The second Gazelle says, " I don't have to outrun the Cheetah, I just have to outrun you."

Fax machines scare me...

 

By Jennifer Matt on Jun 28, 2017

Heath,

First and foremost - great to see you the other day!

Web-to-print's definition needs to be expanded to everything you need to do online with your customers.

Jen

 

By John Zarwan on Jul 05, 2017

Just had an interesting experience with an Amazon return. Printed the label -- expedited postage paid. That was a pleasant surprise, because return postage was a factor in whether to return the item. (It was large and heavy) Took the package to the PO, and as soon as the label was scanned, the refund was issued. Talk about customer experience! Not price (others were cheaper) or selection (knew the specific item desired). Hassle factor? Zero.

 

By Robert Godwin on Jul 05, 2017

"Hassle factor? Zero."
And that is why Amazon took over Whole Foods. Get rid of the (workflow bottleneck) at the register and convert the cashiers to "aisle experts". RFID or NFC or Apple Wallet will take care of charging for items in the cart.
Now I am on my way to the robot fast food establishment "I'll have the R2D2 special, please."

 

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