Based on insights from over 200 communication buyers and print providers, this study helps identify customers’ expectations and actions businesses can offer 

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, and added security measures, 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” 2020 study, both of which Canon also conducted with NAPCO Research.  

A key focus of the “Enhancing the Print Customer Connection” study has been print job submission methods. According to the research, communication buyers responded that only 26 percent of their digital printing work is submitted through online e-commerce/web-to-print systems, with the majority 44% still being submitted by e-mail or file uploaded process and 30 percent by physical delivery methods. In addition 71% of communication buyers report that their print providers don’t explain the specific benefits to their organization of ordering through online portal and the 36% of the buyer not using online portal methods feel e-mail/file upload is 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 will 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

Additionally, Canon and its authorized production dealers are utilizing these findings to host educational webinars with various industry associations and print service providers to help them apply these research findings to enhance customer experiences, optimize their services and improve productivity.

The white paper series can be found here.