How Xerox listen to its coustomers
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Transcript of How Xerox listen to its coustomers
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How Xerox listens to its customers
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Case Brief
• 1959 Xerox introduced
• 1960 Sold all its produce
• But in 1970s Its ROA was as low as 20%
Because of
• Growing market
• Competition
• No Focus of customers
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No Focus of customers
A research has found that customers quietly
leave without any complain.
TARP research has found a 1 to 26 ratio for
Every customer who quit without complain.
So it is very important to ask the customer what
they want and get their feedback on various
issues they are facing.
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How Xerox listens to its customers
• Relationship Surveys
• Transactional Surveys
• Social media
• Real-time alerts.
• Xerox Corporate Focus Executive Program’’ to build relationships with its top 100 customers
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How Xerox listens to its customers
• “Customer Care Officer of the Day” to listen to the customers and solve their problems.
• “Xerox Focus Forward”. These events are aimed to connecting company with current and future customers and explore opportunities.
• Lean Six Sigma techniques to addresses customers’ requirement
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Results
• Overall product quality Improved 93 %
• Product development time decreased 60%
• Purchased cost reduced 45 %
• Suppliers reduced to 500 (From 5,000)
• Purchased cost reduced 45 %
• Manufacturing cost reduced 20 %
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Thank You