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The Association for Information and Image Management (AIIM) recently conducted a survey to better understand the needs of businesses regarding information management and whether they’ve made enterprise content management part of their digital transformation in 2017. According to the survey, return on investment (ROI), increased productivity, compliance and risk mitigation are key focus areas for businesses that are looking to better manage their information. (more…)
Because of this, Konica Minolta has been the top multifunction printer in Brand Keys Customer Loyalty Engagement Index® for 10 consecutive years. We have also received top honors in brand engagement.
This says a lot about our commitment to our customers. We set extremely high standards for our customer experience and work continually to make each customer’s journey the best it can possibly be. Our goal across the company, especially in Marketing, is to enhance every customer experience and to proactively communicate with customers regularly.
Today’s customers want interactions that are easy, fast and reliable, and MyKMBS, our virtual, self-service mobile app, gives them that freedom. Now, customers can initiate a service call, order print supplies or enter a meter read for their bizhub® multifunction printers at any time from anywhere. You can read more about MyKMBS in our blog and download the app for Android or iOS to explore its countless features.
To make our digital customer experience more robust, we have refreshed the design of our website homepage. Analytics show us where users are searching for information, which pages they are going to the most often and which pages they are spending the most time on. We have identified the pages have the highest traffic and we have moved links to these pages onto our homepage for easy customer access. We’ve also created content specific to our customers’ roles, so whether they are a high school administrator, an office manager, a CIO or a production print shop owner, we speak their language and offer subsequent pages that educate them about their unique business challenges and then offer seamless solutions.
Has “The Art of Listening” become a thing of the past?
In today’s workplace, there are a tremendous amount of technological distractions. That’s evident by how much attention we get from our peers, friends or family members while engaged in a one-to-one conversation or meeting. There’s competition to be heard above the iPad, smartphone, social media sites, etc.
I grew up in a rather large family on both my maternal and paternal sides. Around the holidays, while there were many fun times and great memories, it was hard to get a word in edgewise. Thus, by default, I developed the art of listening and strategically knew the best time to ease into a conversation. Even at a young age, I studied body language, expressions and became more of an observer, which helped me to be more perceptive and to understand the uniqueness of each relative’s behavior.
When I came to Konica Minolta more than six years ago, our proprietary software, Dispatcher Phoenix, was being developed to include a legal solution. This is when my good listening skills kicked in, because I had to talk to our legal customers and listen carefully to their challenges to ascertain which features would be important to them. Some of these features included advanced document workflow solutions to automate document processing tasks, redaction, advanced OCR, and connectors to document management system, just to name a few.
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…)
Customers are smarter than ever. Advancing technology has put more and more information at their fingertips and they know what they want!
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…)
Kevin Kern, Senior Vice President, Business Intelligence Services and Product Planning
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.
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?
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.