HP Innovation Journal Issue 14: Spring 2020 | Page 14

THE TOP ATTRIBUTES OF ENJOYMENT
OF A CHANNEL INCLUDE:
48
%
30
%
Access to a
person who
can help when
I need it
28
%
Speed so I can
get what I need
and get on with
my day
27
%
Always-on
access to my
account
Hearing about
new products
significantly more ink. With Instant Ink, we can proactively
predict that usage uptick so they aren’t left without ink
when they need it the most.
LEVERAGING THE OMNICHANNEL
TO DRIVE BETTER OUTCOMES
Part of this—especially given that 85 percent of customers
want a blend of physical and digital connection with
brands—requires having strong omnichannel outreach,
and many of HP’s partners are already adjusting to this
reality. Several partners now engage with customers in a
community atmosphere. One example is China’s largest
retailer, JD.com. which is striving to provide unique but
consistent product experiences across all of the real-world
and digital channels in which it operates.
That commitment to consistent omnichannel experiences
cannot just be specific to one company or another.
Customers should not have disparate experiences
across partner and vendor sites. There ought to be
strong similarities between every touchpoint within the
customer journey so they are not confused, annoyed, or
inconvenienced when navigating from platform to platform.
The future of effective technology sales and customer
experience depends upon partners and vendors working
in harmony. Customers will come to expect value
propositions that lead to meaningful business outcomes
and eschew brands that don’t deliver.
For any vendor wanting to create widespread change
and real customer impact, they’re smart to start by creating
experiences that feel tailored to the segment of one.
Photo
This is what the segment of one is all about: creating unique
value propositions for the customer by anticipating their
future needs and doing that in a way that respects privacy
and inspires trust, confidence, and loyalty.
Understanding how our products are used is critical for the
optimization of future product and cloud service iterations.
But there’s more to understanding our customers than
that. An outcomes-based business model also depends on
connecting and engaging with customers in ways that work
for them, not just the vendor.
We are living in an age where customers want to
know that the brands they patronize understand and
care about their needs. That cannot happen without
consistent interaction—a simple phone call, email, or
client lunch to see what’s on the customer’s mind. HP is
committed to simplifying the customer experience, and
we are working closely with our partner ecosystem to
drive more meaningful outcomes.
12
HP Innovation Journal Issue 14
CHRISTOPH SCHELL, Chief Commercial Officer