How Xerox listens to its customers

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

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.

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

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

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 %

Thank You