Award Celebrates Success Achieved by Listening to Customers
MALVERN, PA – Ricoh USA, Inc., a global technology company that has been transforming the way people work for more than 80 years, today announced at the 2017 Insight Summit that it has been named a winner of Qualtrics’ prestigious Insights to Action (I2A) Award. This designation recognizes and celebrates Ricoh’s ability to create actionable insights that drive innovation, growth, and organizational success. Awarded Gold in the Customer Experience category, Ricoh was able to reduce customer effort and leverage insights to support a services-led approach.
“At Ricoh, we recognize that customer experience is shaped by a lot more than just the people who interact with customers on a daily basis,” said Meagan Moody, Vice President, Process Improvement, Ricoh USA, Inc. “Because of that, we made sure to keep our process improvement team and functional leads aware of the feedback Qualtrics metrics gave us. That way, we improved holistically, and we saw serious growth in customer satisfaction and loyalty. As we continue on our services transformation, maintaining strong customer satisfaction is extremely crucial.”
Ricoh leveraged Qualtrics’ Insight Platform to streamline feedback loops to enable the ability to quickly identify and act on opportunities that improve customer perceptions, loyalty and overall experience. The platform includes triggers that Ricoh used to alert its Customer Relations and Sales Teams in real time when a customer needs immediate attention. This feature enabled the team to address the most urgent customer needs quickly. Additionally, the feedback helped Ricoh drive continuous improvement and focus on the right projects, resulting in customers rating Ricoh as a company they can depend on. Qualtrics’ Site Intercept platform also helped, monitoring how customers navigate Ricoh’s websites and providing feedback as to how easily customers were finding what they needed. These are just a few of the ways Ricoh embraced a holistic approach to improving the customer experience, alongside making Qualtrics’ customer satisfaction findings a centerpiece in employee training. As a result, Ricoh is experiencing all-time high customer satisfaction and loyalty scores.
“We had almost 400 submissions this year, but what set the 2017 winners apart was their ability to confront and solve very different problems with speed and agility,” said Sterling Jackson, Head of Customer Marketing Strategy & Insights at Qualtrics. “Ricoh was able to collect, analyze and act upon customer data, which allowed them to implement strategic and tactical improvements needed to accelerate their success. The improvements they’ve seen, combined with their commitment to the process, really helped them to stand out.”
Each entry was reviewed three times by a panel of industry experts who gave a composite score based on detail, quality, and impact. The Qualtrics Insights to Action Awards seek to inspire people to think about insights as the key ingredients for driving innovation and growth, customer experience excellence, and employee engagement. The award recognizes and celebrates those who make a meaningful impact in these areas.