The customer experience is how a customer looks, thinks, and feels about your brand and is ultimately the product of the interactions between your customer and your organization over the duration of the relationship. When expectations are met, customers tend to remain loyal to the brand; when exceeded, they become advocates; and when expectations fall short, customers will defect and become detractors. As a result, top companies understand the customer experience is absolutely critical to achieving revenue growth, customer retention and operational efficiency goals and they are investing hundreds of millions, if not
billions into people, processes and technologies to drive and evolve the customer experience.
One area of focus to drive the customer experience is leveraging the digital transformation of customers by allowing each to decide their personal preferences for paper, web and mobile experiences. This choice, known as the customer preference, helps the brand build trust and the foundation for a long- term, mutually beneficial relationship across channels— paper, email, mobile, social, and more.
The remainder of this paper reviews Crawford Technologies solution in terms of the unique business problems that it helps solve. The analysis includes an up-close review of the PRO Preference Manager, as well as discussion of the strategic benefits that the offering delivers.