Important Touch-Points for Customer Service

[a_socalgirl]

I am seeking general honest answers & idea's from people that actually have worked with a printing company for business cards or direct mail marketing campaign's.

What are some important touch-points that would provide an exceptional customer experience in a printing company?

I will appreciate any answers.
Thanks

[Jabber_uk]

For me:

A clear and understandable pricing and product structure.

[A. Smith]

From past experiences:

1) A well organised choice of templates, graphics, layouts, fonts. Also, choices that go beyond what everyone else has.
2) The ability to upload my own graphics, in many different formats (yea, some of my best images date from WordPerfect 6.0 ;)).
3) An easy way to order matching sets.
4) A good preview of the products.
5) Choices in card stock.
6) Quick way to contact a human being in case of a problem/question.
7) Not having my email address used for a million marketing ads!!! If I'm happy with your product, I'll find you again.
8) The ability to use foreign characters.

Good luck!

[weslinda]

Well, first, as Jabber posted, clear pricing is key. Second, easy to get a hold of someone to speak with. This is actually on of my major pet peeves.

I've had two experiences in two days that have turned me off to a couple of local businesses. First, I was looking for a computer part, and called this company, and the guy I needed to talk to was "on the phone". I could leave a message, or hold. I chose to hold as I would like this part right away. After waiting for almost 30 minutes, my call got dropped, called back, got him, then he didn't have what I wanted.

The second instance was a "live support chat" software company. I've setup two free trials of their software, because when I try and process a purchase on their site, I get charged by their system, but no information sent to me, and my logins don't work. No one is ever available on their "live chat", and their vm for their phone is full.

Quite funny. So remember, that being available, honest answers, easy understandable pricing, and quick product turnaround time will lead to great success with your clients.

Are you trying to do this from a web site, or for local print services?

[a_socalgirl]

Thanks for your input...it is very helpful. This is for a local facility