The document outlines the importance of customer engagement in creating business value, improving the customer experience, driving revenue growth, and reducing operating costs. It emphasizes seamless interactions across multiple communication channels and highlights the significance of initial customer engagement in building loyalty. Additionally, it presents examples of how effective customer engagement can streamline operations and enhance overall satisfaction.

1. • Create Business Value
• Improve Customer
Experience
• Drive Revenue Growth
• Reduce Operating Costs
Customer
Engagement
for
TRAILBLAZERS
A quick guide for those
on the front lines of business!

2. MAIL
PORTALSMOBILE
EMAILS
CUSTOMER SERVICE
REPRESENTATIVE
CUSTOMER
What is Customer Engagement? What is Customer Engagement?
CustomerEngagement for Trailblazers
Customer Engagement means
exceeding your customer’s
expectations by providing
seamless interaction across
all of their communication
channels – including postal
mail, email, mobile and more –
no matter the service.

3. Every organization interacts
with a new customer for the
first time, and this interaction
is critical for building loyalty. If
customers have a poor initial
experience, it’s easy to lose
them for good.
Why Does the Initial Customer Engagement Matter?Why Does the Initial Customer Engagement Matter?
CustomerEngagement for Trailblazers

4. Authorization and customer
acceptance with e-signature
Customer receives personalized
communication with additional offers
Initial engagement
Acceptance
Customer submits additional
requested documents
Customer is notified of status changes
Customer communication
Offer to Client
Acceptance
Additional Offers
Secure e-Signature
Trailing Docs/Info
Approved Loan
Customer Communication
A customer engagement
occurs at every touchpoint of
a business process.
Where & When Is Customer Engagement Used?Where & When Is Customer Engagement Used?
CustomerEngagement for Trailblazers

5. Customer Engagement
Creates Business Value
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
CustomerEngagement for Trailblazers

6. HOW Customer Engagement Creates Business Value
Efficiency of
Connected
Systems is
Maximized
Customers benefit from quick
access to consistent information,
regardless of their channel
of engagement. Companies
benefit by maximizing touchless
processing, shortening
transactions and boosting
customer loyalty.
CustomerEngagement for Trailblazers

7. WHEN & WHERE Customer Engagement Creates Business Value
Example
Instead of using separate processes and
solutions to interact with customers, fluid
customer engagement can efficiently
leverage a single process and interact with
customers across many channels.
CustomerEngagement for Trailblazers

8. Customer Engagement Improves
the Customer Experience
What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?
CustomerEngagement for Trailblazers

9. HOW Customer Engagement Improves the Customer Experience
Multi-Channel
Access
Customers are able to access and interact
with businesses using their preferred device
and without having to re-key information.
CustomerEngagement for Trailblazers

10. WHEN & WHERE
Example
Customer Engagement Improves the Customer Experience
An individual opens a new bank account from
her desk. When the bank requests additional
documents, she doesn’t have to wait until
she’s back at her desk. She can capture the
image and send it from her mobile device and
the process remains secure.
CustomerEngagement for Trailblazers

11. Customer Engagement
Drives Revenue Growth
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
CustomerEngagement for Trailblazers

12. HOW
Frictionless
Interactions
Quick and easy interactions with a
company’s systems of engagement
improve the company’s reputation,
helping to retain existing customers
and attract new ones.
Customer Engagement Drives Revenue Growth
CustomerEngagement for Trailblazers

13. WHEN & WHERE
Example A customer gets a mobile notification that
he’s approved for a loan. In just a few taps
on his mobile device, he’s able to provide the
necessary information and submit his offer
acceptance, keeping the account opening –
and his day – moving along.
Customer Engagement Drives Revenue Growth
CustomerEngagement for Trailblazers

14. Customer Engagement
Reduces Operating Costs
What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?
CustomerEngagement for Trailblazers

15. HOW Customer Engagement Reduces Operating Costs
Streamlines
Labor-Intensive
Processes
Modern customer engagement maximizes
automated processing and improves
efficiency, reducing the cost-per-transaction.
CustomerEngagement for Trailblazers

16. WHEN & WHERE Customer Engagement Reduces Operating Costs
Example
Manual processes are
transformed and many become
touchless. Worker intervention
is purposeful and efficient,
lowering operating costs
and helping to better utilize
resources.
CustomerEngagement for Trailblazers

17. What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?
Customer Engagement significantly improves
the customer experience with access to –
and interaction with – information across all
of a customer’s preferred channels.
CustomerEngagement for Trailblazers

18. Now go blaze
some trails…
CustomerEngagement for Trailblazers

19. Lexmark solutions improve
customer engagement
To learn
more about how
visit
lexmark.com/software-solutions