How a VOC Program Transformed Pitney Bowes' Culture and Client Satisfaction
Dave Andrews, director of Customer Experience Strategy and Reengineering at Pitney Bowes, discusses customer relations at the 2010 2nd annual Customer Experience Summit. Andrews talks about how Pitney Bowes has evolved and benefited from being product centered to more customer centered. Andrews mentions the Customer Experience Council, which looks at survey trends and issues, working in cross functional teams to increase awareness, accountability and productivity. Pitney Bowes is a manufacturer of software and hardware and a provider of services related to documents, packaging, mailing, and shipping, collectively referred to as mainstream.