Print.IT Reseller - issue 53

01732 759725 40 VOX POP Phil Madders, Managing Director, Print Audit Europe : “We measure retention, service support issues and time to resolution, debtor days (unhappy customers tend to withhold payment) and communicate regularly with our customers via email at the basic level, through to webinars and visits to offer training and support for key customers or projects. What we don’t do in Europe is customer surveys – although perhaps we should. In terms of moving the needle – it is tough, but we try and make every interaction a rewarding one. We work on the basis if you treat a customer with respect, honesty and are open when things do go wrong, then it goes a long way.” Michael Burke, Managing Director, Purpose Software : “Total customer satisfaction is key to enabling us to fulfil our business goals. We have expanded our account management team enabling us to enhance the level of personalised service delivered to every customer. This includes ERP specialists to help resellers maximise the benefits that can be achieved from the latest generation of industry-focused business management solutions. “We take a consultative approach with every customer to ensure that every installation meets their specific immediate needs as well as helping to take greatest advantage of the advanced functionality as these needs evolve. It is also worth noting that a training allowance is a standard part of every support contract we provide. This also enhances satisfaction by ensuring that customers have the fullest understanding of what the software does and how it meets their specific business requirements.” Mike Anderson, Head of Marketing, Brother UK : “Customer satisfaction is a huge indicator of success. So, from our side, it’s about putting the customer at the heart of everything we do. Our defined purpose is: to help people and businesses be more successful more quickly. We completely appreciate that if Following on from last month’s debate on customer experience (CX), in part two, our panel talks about transforming CX in their business and the importance of creating a great digital experience for customers we give our existing and new customers the means to thrive, through suited hardware and a quality service, it helps us to grow our business too.” Nigel Allen, Marketing Director, KYOCERA : “KYOCERA is evolving its range of services; we are extending our offering from MPS to IT services and solutions. This will see even further investment in customer service areas to replicate the great customer experience we provide on MPS contracts into IT.” Carlo Longhi, Director and General Manager, Indirect Channels UK & Ireland, Xerox : “For Xerox, customer satisfaction is also a key indicator for gauging success. We survey both our customers and our partners on an annual basis to ensure that we are getting regular feedback on our services. We then review the output and work with our partners and customers to focus on the improvement areas and of course, to do more of the things we already do well.” Tatsuo Murakami, Managing Director, RISO UK : “Print is a very competitive industry, and there are so many variables when it comes to making a purchase decision. A company cannot simply sell a product; it must provide a service. It must do something that others cannot. “While RISO is a multinational business, we pride ourselves on being able to respond in a personal manner quickly and effectively when our customers need us to. For example, it Customer satisfaction is key indicator in gauging success What we don’t do in Europe is customer surveys – although perhaps we should PrintIT Reseller: McKinsey says customer satisfaction is a key indicator in gauging success, and that really moving the needle on customer satisfaction requires a more ambitious effort – a transformation of the entire customer experience. What are your thoughts on this and what steps have you taken to transform CX in your business? Mike Anderson Phil Madders Michael Burke