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  • How Konica Minolta Offers Unbeatable Customer Experience & Satisfaction

    , Senior Vice President, Marketing

    Kay Fernandez

    Senior Vice President
    Marketing


    Kay Du Fernandez leads the creation of innovative marketing strategies throughout the entire customer journey, building the awareness of the Konica Minolta brand to ultimately enhance the customer relationship. Through digital disruption, a focus on customer experience, marketing communications and channel management, she works to improve the value we deliver to customers, partners and employees. She's also responsible for strategic business development and pricing to support sales efforts for U.S. operations. Kay established the Step Forward Program at Konica Minolta to inspire women in professional excellence, and sits on the Board of Directors for the Books for Kids Foundation and the Orange County Ballet Theater.

     

    Konica Minolta has very loyal customers.

    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.

    2017 Brand keys_cmykThis 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.

    Konica Minolta understands that the sales cycle is a conversation. It’s not a one-way dialog about our company; it’s a give and take of understanding our customers’ needs and then creating a portfolio of products that solve those needs. That is why we have developed a series of customer touch points for our digital marketing campaigns.

    We take a three-step approach to our email nurture campaigns that are targeted to potential customers who may not know who we are and what we do. We aim to educate these prospects and create awareness around their potential business problems. We then help the prospect identify how to solve each unique business challenge. Finally, we align our specific industry solutions with their business needs. By nurturing potential customers, we build meaningful relationships with prospects during the buying cycle with the end goal of earning their business when they are ready.

    To allow customers to learn more about us on their own time, we offer a robust collection of resources about our technology and business solutions. Our self-serve media library includes product brochures, infographics, informative videos and actual client success stories. This online archive allows anyone to learn more about what we do and how we can help our customers’ efficiency, productivity and profitability.

    Everything that we do has the customer front and center. The fact that we have consistently been able to exceed expectations and achieve Brand Keys honors for a decade is testament to the commitment of every person who works at Konica Minolta. As customer expectations increase year after year, it becomes crucial that we adopt new ways of engaging with and listening to our customers in order to maintain our category lead. We have been able to deliver value, which is important in our industry as technology advances at warp speed.

    Delivering value and becoming a true part of the fabric of our customers’ operations, from technology and IT services to facilities management and enterprise content management, set us apart from the competition. We are proud that every employee puts the customer first in their day-to-day roles. And we are proud that our customers recognize and reward us for our efforts.

    May 17, 2017

    Customer Experience, Leadership, Marketing, Thought Leaders

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