Commitment to Customers
When our customers buy Lexmark products, they can be assured that they are purchasing from a company that is determined to provide a quality product and to deliver a positive long-term experience. Lexmark’s vision since our founding has been “Customers for Life.”
At Lexmark, we operate efficiently and utilize our wide variety of solutions to reduce our printing and paper consumption. We partner with our customers to help them make similar reductions by consolidating and optimizing their devices. We work with them to understand their printing needs and offer solutions that will benefit their business the most. One Lexmark customer reduced its year-to-year total pages by 158 tons, and they included Lexmark’s metrics information in their Corporate Social Responsibility (CSR) report. They noted that they have a reduced need to recycle paper because they aren’t consuming as much of it.
Our culture of inquiry, collaboration and responsiveness yields a level of customer care and engagement that anticipates customer needs. While our customer-facing employees support our global customers on a daily basis, our engineers and product designers also visit with customers to better understand their needs. We also conduct usage studies in real work environments and hold regular face-to-face business reviews to ensure that our technology, people and processes provide the products, solutions and services that address our customers’ pain points.
Customer understanding is about creating a clear and accurate picture of how customers truly feel following their interactions with a company. We employ a range of methods to learn what our customers think about their experiences and how they feel about overall partnership with Lexmark.
We use both surveys and interviews to gather feedback about how well we are meeting the diverse needs of our customers. This includes understanding a variety of different customer roles, from decision makers who buy Lexmark products, to others who sell, deliver, manage, support and use our products, services and solutions.
We host Executive Roundtables to gather candid feedback from a group of customer executives. Our executive team receives first-hand input relative to market direction, industry needs, business challenges, technology requirements and current performance, which helps guide our enterprise software strategic roadmap and customer experience.