In a fast-paced and competitive market where brands battle for consumer attention, there is only one way to stand out: personalisation. While providing a personalised customer service on a large scale is challenging, it’s the best way to attract new customers and nurture customer loyalty by offering an unparalleled and memorable customer experience.
According to Statista, 62% of consumers stated that a brand would lose their loyalty if it delivered a non-personalised experience. In today’s crowded marketplace, these elevated customer expectations shouldn’t surprise us. Ultimately, it all boils down to the psychology of human behaviour. Your customers are people, and all humans are wired the same; we all have a deep desire to feel important. By taking the extra step to provide your customers with a personalised service, you’re signalling: “I care about you, you’re important to me”.
What is personalised customer service?
It’s important to note, however, that no two customers are the same. The essence lies in understanding your customers and considering their distinct needs, behaviours, and preferences to then leverage this insight and tailor your offering to them. Personalisation is key to making your customers feel more valued and therefore, giving you a competitive edge in the market.
The capacity to tailor solutions requires innovation and a customer-focused approach, resulting in increased satisfaction, engagement, and retention. It’s how you show that you will go the extra mile to meet their specific needs.
Guided by the philosophy of its founder, Dr. Kauzo Inamori, Kyocera embodies the “Customer-First” principle by being “totally committed to our customers' needs, even if it meant rejecting conventional concepts”. At Kyocera, collaboration is not just a buzzword; it’s the key to providing a thoughtful, attentive, and personalised customer experience.
Whether it was transforming in-house production printing for a mailing house or unifying print fleets across multiple geographies for Coca Cola, Kyocera has consistently demonstrated its flexibility in designing solutions that fit the organisations' unique challenges.
Discover how Kyocera’s personalised touch differentiates it from its competitors:
Kyocera’s customised solution for Coca-Cola Hellenic Bottling Company
Coca-Cola Hellenic Bottling Company (CCHBC) is part of the Coca Corporation, a prominent player in the global beverage industry that operates across 29 markets and serves approximately 700 million consumers. As a company that thrives on collaboration and sustainability, CCHBC faced multifaceted challenges that required a customised approach to its printing fleet.
When Kyocera had been chosen as the preferred vendor, the company delved deep into CCHBC's complex operational web, striving to deliver personalised solutions for existing pains. Leveraging Kyocera's industry expertise, the teams worked closely to design a print fleet unification strategy that struck the perfect balance between consistency and customisation. Recognising that each country had unique requirements, Kyocera’s solution framework empowered individual countries to negotiate bespoke printing solutions within a unified framework. Kyocera also helped to contribute to CCHBC's drive toward achieving net zero by 2040 by implementing ceramic-based devices that minimised toner and component usage.
But Kyocera’s work didn’t stop there; the team was committed to helping the customer future-proof its business. The teams collaborated to design an optimised printing environment that seamlessly integrated into CCHBC's cloud transition strategy. The partnership extended beyond transactional services – Kyocera took on the responsibility of 'lifting and shifting' print management to the cloud, ensuring a seamless migration without burdening the valued client with additional infrastructure concerns.
When workplaces shuttered and supply chains faced disruptions, Kyocera
orchestrated the removal and redeployment of stranded devices without impacting CCHBC financially, demonstrating the company's commitment to their customer’s success even in the face of unprecedented circumstances. This is the ultimate definition of delivering a tailored customer service.
Revolutionising in-house printing: Kyocera's tailored solution for Document Dispatch
Document Despatch, a mailing house in Hampshire, England faced challenges with its traditional laser printer as its lease was ending. They needed a replacement that would improve efficiency, reduce outsourcing, and align with their sustainability goals. The need to increase variable data printing and offer better customer service further underscored the importance of a printing solution that could rise above limitations previously encountered.
The company initially considered several laser-based options for their printing needs as they were concerned about the high costs associated with inkjet machines. However, they changed their decision and opted for Kyocera's TASKalfa Pro 15000c inkjet printer due to its competitive pricing, which made it a more accessible and cost-effective choice.
With Kyocera's entry into the equation, a transformative journey began. Kyocera's team immersed themselves in understanding the intricacies of Document Despatch’s operations to provide them with the best personalised customer service. They increased the organisation’s four-color printing capacity by 67%, reduced lead times by two to three days, and eliminated their reliance on outsourcing, giving them more control over their work. Finally, the TASKalfa Pro 15000c uses 70% less energy than laser printers, helping to drastically reduce their carbon footprint and costs.
The Managing Director of Document Desptach, Leigh Foster, highlighted that his company’s successful device implementation and results has “been underpinned by Kyocera’s best-in-class support and service, which has been invaluable throughout the adoption and ongoing management of the printer.”
A one-size-fits-all approach is not enough
Whether it's streamlining document management or optimising workflows, Kyocera’s customer success strategy consists in understanding that each business is unique and requires tailored solutions. Just as a perfect blend of ingredients creates an exceptional beverage, Kyocera's personalised solutions blend seamlessly with partners' needs, crafting a recipe for success that is as distinctive as it is effective.
