How Can Going Paperless Benefit Customer Experience?

Digital Customers

Digital transformation is at the forefront of changing—and improving—customer experience, but it’s also true that customers are a powerful driving force behind this digital transformation.

Customers are increasingly online and expect companies to be doing the same, with relevant content and options to meet their needs anywhere they are, at any time, and on any device they’re using. So businesses need to embrace technology to keep up with their customers.

Putting the customer front and center is already a company value in most businesses, but adding a digital approach can bring not only happier customers, but higher profits.

Digital Transformation for Customer Experience

Companies that embrace digital transformation create higher engagement among their customers compared with companies that are slow to adopt digital transformation. The SuperOffice article How Customer Experience Drives Digital Transformation notes that companies that embrace digital transformation create a higher engagement with customers, and that these are customers that:

• are 600% more likely to try out a new product or service from their preferred brand
• are 400% more likely to refer the brand to their friends and colleagues
• are 200% more likely to purchase their preferred brand’s products even if the competitor has a better product or price
• buy 90% more frequently
• spend 60% more per purchase
• have 300% the annual value of the average customer

An MIT study on digital transformation also found that companies that embrace digital transformation are 26% more profitable than their peers and competitors.

This demonstrates the power of digital transformation, not only in reducing cost and waste associated with traditional business processes, but also in creating a higher level of customer satisfaction, which supports the overall longevity of business and builds resilience in the face of an ever-changing commercial environment.

Going paperless clearly benefits companies, so what are you waiting for? Begin your digital transformation right here, right now, with Smallpdf.