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  • Our Redesigned Website: Talking Directly to the Customer

    , Senior Vice President, Business Intelligence Services and Product Planning

    home pageOur 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.

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    Customer Experience, Thought Leaders

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    CX Day Banner

    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?

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    Customer Experience

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    Sales strategy must EVOLVE

    , President, Direct Operations

    Puzzle

    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.

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    Customer Experience, Leadership, Strategy, Thought Leaders

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    Creating efficiency for Legal customers

    , Director, Business Development

    legal

    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.

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    Customer Experience, From Our Experts, Marketing, Solutions, Strategy, Technology

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    partnership

    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.

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    Customer Experience, Leadership, Strategy, Thought Leaders

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    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.

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    Customer Experience, From Our Experts, Solutions, Technology

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    Delivering Value to Graphic Communications

    , VP/GM, Industrial Print and Graphic Communications

    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.

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    Customer Experience, Leadership, Solutions, Strategy, Technology, Thought Leaders

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    Going Above and Beyond for Customer Service Excellence

    , Executive Vice President, Sales and Business Development

    I travel on a very-frequent basis to support Konica Minolta. I am a road warrior by definition and have all the credentials to prove it: Global Status on United Airlines and Platinum Elite with Marriott.   In order to achieve and maintain this status level, I travel anywhere between 150-200K miles per year with United Airlines and stay 75+ nights with Marriott. But this has nothing and everything to do with this article! (more…)

    Customer Experience, Leadership, Thought Leaders

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    A Global Perspective on Business Innovation

    , President and Chief Executive Officer

    As I took my daughter Katy to the airport recently, I couldn’t help but marvel at her growth. A student at the University of San Diego, she participates in the school’s International Study program, which has given her the opportunity to live and learn in Florence, Paris, London and Cork. During her time in each city, she will have hands-on experience with international perspectives and cultures in preparation for her role as a global citizen.

    As a business leader, I see parallels with Konica Minolta’s place in a globally complex world. While the company headquarters are in Japan, less than 10,000 of our employees work there. The majority of our 41,800-strong workforce is spread across the globe, including our own North American headquarters here in Ramsey, NJ. (more…)

    Customer Experience, Leadership, Solutions, Strategy, Thought Leaders

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    I started in this industry in 1997 after four years at Merrill Lynch, a brief stint in a computer depot repair company, and on the heels of just finishing graduate school. It was at the time when digital copiers were just starting to replace analog and the Motorola DynaTAC “brick” cell phone (quite the status symbol when Michael Douglas wielded it in the movie “Wall Street”) was being replaced by the newer, more compact, Motorola StarTAC flip phone. It was all about hardware and having the latest and greatest gadget, processor, beeper … you name it. Then, with the founding of Netscape, AOL, Prodigy and CompuServe, the internet era took off, proliferating the “world wide web” in households and penetrating the mainstream office environment. (more…)

    Customer Experience, Leadership, Strategy, Thought Leaders

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