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IKON Recognized for Outstanding Online Customer Experience

Wednesday, October 15, 2003

Press release from the issuing company

VALLEY FORGE, Pa.--Oct. 14, 2003-- IKON Office Solutions, the world's largest independent distributor of document management products and services, has been recognized as one of the leaders in providing positive online customer experiences, according to the Summer 2003 study on customer respect released by The Customer Respect Group. The findings, which rank IKON performance third among companies studied, demonstrate the company's continued commitment to world-class online customer service and support. IKON's two main web properties, www.IKON.com and www.IKONSupplies.com allow prospects and customers to learn about IKON's products and services as well as to request a contact or place orders for IKON's products, services and related supplies. "In today's business environment, the primary focus of any company should be the customer. At IKON, we are aggressively implementing new online tools and processes to increase efficiencies and enhance the customer service experience," said Matthew J. Espe, Chairman and Chief Executive Officer of IKON. "This ranking confirms that our commitment to customer service will continue to distinguish us in the marketplace." Chosen from among the country's largest 1000 computer products and services firms, IKON was recognized for its leadership in providing a positive online customer experience, including respect for customer privacy, open and honest policies, and quick and thorough response to inquiries. IKON customers have easy access to online tools that assist with metering, supply management, invoice and payment support, in addition to online service request forms. "Companies that create a positive online experience have a distinct advantage over those companies whose online experiences have not satisfied customer expectations," said Thorsten Ganz, Vice President of Research for The Customer Respect Group. "IKON achieved its overall online Customer Respect ranking thanks to quick responses to inquiries and very customer-focused privacy principles. By providing customers with valuable online tools and a responsive, respectful atmosphere, IKON stands out as a company that places a high-priority on the customer experience." The "Summer 2003 High-Tech Online Customer Respect Study," was conducted by The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their customers online. The goal of this research is to bring objective measure to the analysis of corporate performance from an online customer's perspective by measuring and testing company websites against 25 different attributes, including privacy, principles, attitude, transparency, simplicity and responsiveness.




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