Creating an ecosystem that leverages innovative technology to meet and exceed customer expectations is always difficult, but when doing it in the global arena, it can be an insurmountable challenge. Yet, this is a normal day in the life of Konica Minolta. We have been a leading innovator for years, offering Business Solutions, Production Print Systems, Industrial Inkjets, Measuring Instruments, Optical Products, OLED Lighting, Performance Materials, and even Planetariums. (more…)
It is Konica Minolta’s mission to give them what they want and more. Our pledge goes beyond delivering the best products in the industry. Our pledge is also to deliver the best customer experience in the industry.
To that end, we believe that our relationship with each customer starts long before they buy our products. Our relationship starts with each interaction that a person has with us. Whether online, on the phone or in person, we want that experience to be successful. Our goal is to support the business needs of each potential customer and surpass their expectations.
Then, our relationship doesn’t stop when the products and services are delivered and installed. We want to earn customer loyalty every step of the journey by providing a world-class experience.
To develop and deepen our relationships with you, we must understand your needs. The best way to do that is to ask. At Konica Minolta, we capture this “Voice of the Customer” in a number of ways. One of these methods is through a variety of customer surveys.
Our annual customer experience survey is a relationship survey that puts a finger on the pulse of our customers like you at a specific point in time. It also serves as a window into the health of our relationship with you. We conduct customer experience surveys for different audiences, including office product customers, print production customers and our dealers. (more…)
Our redesigned website personifies everything that we at Konica Minolta are doing for our customers.
It welcomes visitors with bold, bright colors, a clean design and simplified layout and uses a more intuitive user interface that speaks directly to four of our primary customer segments via new persona pages — something we haven’t offered before.
By focusing the website on buyer personas, we are able to develop content and design elements that speak to business owners, office professionals, IT professionals and graphic professionals. Each segment is able to self-identify and choose content specific to their needs.
The site’s refreshed and simplified look and enhanced content is improved and optimized for mobile and smart devices for greater reach and a more-engaging user experience.
You’ll find that it highlights content focused on Enterprise Content Management (ECM), Document Management and Automated Workflow solutions for our four primary segments — Legal, Healthcare, Education, Government and Finance — again, speaking directly to customers and prospects in those vertical markets.
Customer experience is vastly different from customer satisfaction, which is more limited in scope and focuses on how a company’s product or services fail to meet or exceed expectations at any given time. Customer experience, on the other hand, is about understanding the critical moments when a customer interacts with a company and, ultimately throughout the relationship, with a brand to drive purchasing and loyalty.
The customer experience journey starts long before a potential customer buys our products. It starts with awareness about our company and our offerings. From the moment someone hears about us, through brand awareness, we are working to build their trust. We do that through shared values and goals. Do our products, our philosophy, our core values align with theirs?
How do you stay ahead of the competition? By continuing to evolve. For our Sales organization, that means focusing on what matters most to our customers.
We’ve always created solutions targeted to distinct customer segments. From graphic communications to healthcare and education, our portfolios give our customers specifically designed products and services that uniquely meet their needs.
Nowhere is this philosophy more customized than in the Legal industry. Together with our hardware technology, our legal clients also get best-in-class software, services and solutions via Konica Minolta Business Solutions and our All Covered IT Services subsidiary.
A great proverb says, “If you want to go fast, go alone. If you want to go far, go together.” For 25 years, I sold leasing programs to dealers and manufacturers like Konica Minolta. My success came by focusing intensely on my client’s needs and exceeding their expectations. Now that I’m at Konica Minolta, I have found that the principles and practices of connection and enduring partnerships are exactly the same. It doesn’t matter which side of the desk I sit on. For that matter, whether you’re a salesman, a president, a wife or a friend, these three principles apply to every strong relationship in our lives.
At a media event this summer, Konica Minolta executives unveiled our “Blueprint for the Future,” which focuses on delivering more value to the customer. While the Blueprint emphasizes our transformation from a hardware company to a solutions and services company, it also highlights a fundamental change in the company’s DNA from being an expert on the product to an expert on the customer. In order for our customers to see us as experts, we continuously need to listen to and understand their business challenges and needs.
Konica Minolta’s customer-first approach is exemplified by the way that our product development team incorporates customer feedback into new product releases. Last week, we released a new version of our automated workflow software application, Dispatcher Phoenix 4.2. All the new features are a direct result of customer feedback.
I am often asked, “Can Konica Minolta claim market leadership in the production space?” While the analysts might still be deciding who the leaders are, I believe the facts are in our favor. The success of the bizhub PRESS C8000 propelled us to a leadership position in the mid-market production print segment and our product road map will help expand that into the upmarket segments. Our growing solution portfolio sets us apart by helping commercial printers drive efficiencies and expand business opportunities. As proof, we are the ONLY equipment manufacturer that is gaining in market share and in gross revenue. I believe we are leaders in this space and GRAPH EXPO 14 is the perfect time to demonstrate it.
As we prepare for the biggest graphics communication trade show of the year, it’s the perfect time to showcase the value Konica Minolta’s EnvisionIT Production portfolio provides customers.