As we head deeper into 2022, leading businesses are setting their strategies to make the most of what lies ahead. And there are several key questions to address:

1. What will be the main drivers in our markets?
2. What issues and challenges are we likely to face in the current climate?
3. What opportunities are set to arise from those challenges?
4. How do we capitalise on those opportunities in a way that benefits our customers?

Of all of these questions, the last is the most important. More than ever, 2022 is going to be about customer benefits, customer satisfaction and customer experience. In this article, we’ll share our insights into why customer satisfaction is so important – and how to weave it into your own business strategy…

Gain a better understanding of your customers

To improve customer satisfaction, benefits, and experience, you need to know what your customers require from you. But how do you find out? 

You might get a reasonable idea from asking yourselves the four questions we mentioned in the previous section, but ultimately, the only way you get a true understanding is by talking to your customers directly. Approach them with an open mind, really get under the skin of their unique challenges, and work together to grasp the specific opportunities that arise.

Approach your customers with an open mind

Many organisations or suppliers will walk through their customer’s doors, armed with preconceived ideas of the ‘right solution’ and a determination to impose that solution. But this one-size-fits-all thinking does not allow for the unique challenges each customer may be facing.

Instead, you should engage with your customers. Ask them what their problems are – and listen. Formulate fresh solutions that purposefully meet their needs, work collaboratively to provide long-term support that truly works for them, and you’ll have a chance at developing a lasting relationship with a very satisfied customer indeed.

Encourage your customers to explore new perspectives

At Ricoh, we’ve found that when businesses are open to new perspectives, and are prepared to explore previously unimagined avenues, startling results can be achieved – far beyond a one-dimensional calculation of application and machine. 

“Challenging, pertinent questions from the Ricoh team made us think differently about the type of space we needed, to enable effective and efficient staff productivity; Ricoh’s approach and questioning set it apart from other suppliers and opened our eyes to the art of the possible.”

FRAIKIN HR MANAGER, HENRY HORSFALL

Such results can only lead to greater customer satisfaction, and a better relationship between you and your clients.

Four ways that Ricoh’s approach promotes customer satisfaction

Let’s go through some of the steps we’ve identified and explored as effective ways to support our partners in the print industry: 

• Bring best practice insights from across industry

Expertise, insight and different perspectives are extremely valuable commodities in 2022. Collaboration and discussion between a talented mix of people can lead to new ideas, fresh inspiration and positive action that shapes your business towards success.

We ask questions, listen, and share best practice learnings from across our varied customer base.

• Offer discovery sessions to unlock business value

Encouraging your customers to seek discovery sessions with your experts can help them think in new ways, sharpen their competitive edge, and understand that they will not be alone in their journey – that they have a partner to share it with.

We offer these sessions at our world-class UK Customer Experience Centre in Telford; where integrated hardware and software services and solutions are presented in ways designed to shift paradigms of thought about what is possible in industry.

• Put the right team in place to develop your own strategy

Just as important as providing your customers with support, expertise and services in a way that meets their unique needs, is exploring how you can support your own business and people, in a way that meets yours.

We put together a strengthened Strategy and Services Development team to explore opportunities for business growth, and for measuring the progress and levels of customer satisfaction that this delivers to our print partners.

• Commit to long-lasting relationships

Customers need to know that they can trust their supplier; that their supplier knows and understands them and their challenges; that their supplier delivers on its promises, solves problems, and helps it to operate effectively in business. All of this combined creates greater customer satisfaction and growth in the value of their business.

We have made this pursuit our priority, for both ourselves and our customers, in 2022.

Work with us to unlock your own potential and improve customer satisfaction

One of the best ways to take advantage of opportunities with your customers in 2022 is to work directly with a collaborative, people-first partner like Ricoh.

Ricoh has years of experience at working alongside your business to develop the right strategy for you, your people and your customers – integrating effective solutions and working practises for your organisation, through exciting initiatives like our Ricoh EDGE programme.

We’re on hand to listen to your challenges and share the latest business strategies, print innovation and industry insights with you. Get in touch to find out more.

Article originally published in Printweek January 24th 2022.

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It isn’t news to anyone that climate change is at the top of the global agenda, and will continue to be for the foreseeable future. Increasingly, it will have dramatic effects on customer demand. Not just from their government, but from brands, suppliers and each other.

You’d be forgiven for thinking that this would create a problem for the print industry. In reality, it presents a fantastic opportunity for leading print businesses to converge innovation with future digital print technology, applications and partnerships to deliver a premium service that meets the priorities of today’s society.

The performances of different companies or sectors are diverging. Those who can and have adapted are arching upwards, those unable or unwilling to adapt are trending down. This article will help make sure your digital print business is on the up.

What do your customers demand from digital print?

Customer demands are the cause of this divergence. Certainly online purchasing has accelerated over the past two years, and to a very large degree, won’t return to what we consider normal. Digital printers must build a stronger online capability and back it up with automated processes to be able to thrive. 

Customers demand less plastic, less gloss, and more of a rustic, natural look and feel. In print, we are seeing this manifest itself in the increased use of uncoated papers for general marketing collateral – such as brochures and catalogues. 

Printers and agencies are telling us this is happening. Secondly, paper manufacturers confirm the growth in uncoated paper usage too, causing them to adapt their own operations to produce the required natural grades.

How is the digital print industry adapting to change?

The print industry has always pointed to digital print and on-demand as a great counterpoint to the environmental pressure our industry is facing. Today, there is the capability and technology to do smaller and more targeted runs, so there is less waste. As a result still being effective at reaching the right customers with the right message.

The development of hyper-local print markets takes the argument even further, augmenting the carbon-countering message. Platforms such as Gelato and Printify offer an example of digital technology, allied to the convenience of online purchasing. This now means a product designed in one part of the world, printed and delivered to a customer in another, the same or next day. 

These trends and capabilities send a strong signal about the need for digital printers to think about sustainability as they shape their service propositions in the post-pandemic world.

Listen to Ricoh’s Anything in Print podcast with Gelato

How is the future of digital print enabled by technology?

Printers can get great results on the more sustainable paper stocks your customers demand, thanks to the print engine improvements that different vendors have achieved. For example, Ricoh’s Pro C9200 digital press includes a matt fuser option that allows users to produce offset-like quality on uncoated papers – delivering a premium finish while being more environmentally friendly.

Alongside this advance on the Ricoh Pro C9200 is a feature called Auto Colour Diagnosis (ACD). It controls colour stability and image quality to reduce production errors and ensure customer satisfaction, which ultimately reduces waste. All strong factors in the approval of the on-demand, online print market, as well as improving environmental performance.

Work with a people-first partner to ensure best practices and results.

Customer demands have always varied. But in today’s online and connected world, there’s no doubt that there’s an acceleration of change and expectations. Ricoh has years of experience at the cutting edge of print devices and developments. Specialising in working alongside your business to develop the right strategy for you, your people and your customers.

We can help you be more agile and find greater uptime and efficiency. In addition, lower costs, provide speedier ROI and make the most of your devices and services. Together, we can embrace new customer demands through innovation, insight and experience – and help your business thrive.

Article originally published in Printweek September 20th 2021.

The post How the future of digital print is being shaped by customer demand appeared first on Insights - Empowering Digital Workplaces.

The UK print sector is a £14bn industry. It’s made up of many small to medium-sized businesses, and a few very large enterprises. And they’ve all faced the same challenges in recent years. But it’s not just overcoming global or political events – it’s also the rapidly increasing influence and importance of digital technology.

Print may traditionally involve high-volume generic output, but these practices are moving aside for smaller volumes, targeted at specific audiences and often integrated with digital media. Leading print businesses are already adapting their processes to meet these trends.

But how do you move your own business forwards? What are the right steps to take; technologies to integrate; partners to collaborate with? We’ll find out in this article as we uncover the concept of Anything in Print.

Where does the print industry currently stand?

In a very exciting place! Today’s print technology is at the cutting edge, advancing all the time. The market the industry serves is restless, demanding new innovation and pushing the boundaries of creativity and performance. Print is on the precipice of new ways of working that will produce more value, impact and levels of excellence.

But if the print industry is to embrace that opportunity, it needs a new mindset. One which says: Anything in Print is possible.

What is an ‘Anything in Print’ mindset?

An ‘Anything in Print’ mindset is one which finds a way to adapt to changing customer needs, which makes bold moves and fundamental changes where necessary, which understands where traditional print remains strong, and how it can be effectively augmented by new media.

“Despite recent challenges, we’ve continued to invest because our vision for the business remains the same – to be the trusted expert of choice for contemporary integrated communications. We’re piecing together a formidable portfolio of technology and hardware which will allow us to continually enhance our capabilities, processes and expertise for the benefit of our clients.”

Rachel Nevins, CEO, Adare

What will success look like?

Different from even just ten years ago. It will be motivated by value, not volume. It’ll sound like classical music, rather than heavy metal. And it will blend the experience and skill of your people with automation and new technology – wherever it makes sense.

It’s all about where you invest. Identify the right technology, find the best fit for your people, work with experienced partners and start planning how you will transform your business.

“I was becoming conscious that, in terms of quality, we were in danger of becoming a commodity printer. As soon as that happens, you’re just battling on price. We’re investing in technology that gives us something extra, above and beyond our competition.”

Steve Beeching, Managing Director, FCS LaserMail

Finding a partner with an ‘Anything in Print’ mindset

The print industry has long been a cut-throat competition. A battle to win the work that keeps the presses rolling. But like in many other fields, it’s waking up to the idea that collaboration is the best way to create growth: we don’t have to tackle new challenges in isolation, and it’s better to have a smaller slice of a bigger cake.

Progressive print businesses have already seen that working together can increase the prize for all involved, whether through short-term teamwork or formal partnerships. Sharing skills, expertise and processes with other people in the sector, and wider creative and marketing industries, enables your organisation to scale up and skill up in new directions, start new conversations, and deliver a more excellent service.

Ricoh – your people-first ‘Anything in Print’ partner

After recently researching and reflecting on the opportunity that lies ahead with an ‘Anything in Print’ mindset, Ricoh has recently published the aptly named Anything in Print, which covers the possibilities that exist for print companies if they adopt this approach to market.

And you can choose to collaborate with Ricoh as your people-first partner, drawing upon their expertise, learnings, and support to provide your business with the technology, processes and practices it needs to not just survive, but thrive in the next era of print. As Ricoh would say, anything in print is possible.

“The biggest benefit to our partnership with Ricoh has been the access to talent… We needed a production partner that could work with us long-term, developing our business – and Ricoh certainly fit that bill.”

Nick Green, Founder, Printed.com

Learn and discover more about Ricoh’s Anything in Print mindset with our guide.

Click to read Anything in Print

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