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Commitment to Customers

At Lexmark, our mission is "to deliver unsurpassed service and products that provide unmatched value in the eyes of our customers". To do that, we need to truly understand what our customers value.

Like our customers, we value efficiency. We 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 continues to reduce its annual paper consumption by utilizing Lexmark paper-saving solutions. This banking industry customer reduced its total pages by 88.5 percent over the last ten years. This reduction resulted in a decrease in their environmental impact as well as a cost savings. The data was a beneficial inclusion in their Corporate Social Responsibility (CSR) report, noting that they have a reduced need to recycle paper because they are consuming less.

Understanding customer needs

Customer understanding is about creating a clear and accurate picture of how customers feel. We employ a range of methods to learn what our customers think about their experiences and the overall partnership with Lexmark.

We use both surveys and interviews to measure how well we are meeting specific 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.

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 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-focused improvement

Continually improving the way we deliver customer experiences requires strong leadership, a clear vision and an intentional approach. Our improvement efforts are focused at the most important customer interactions: moments of truth and pain points. We combine the right people, processes, technology and systems, and collaborate with key stakeholders to ensure that we are driving changes that will enable our employees to better serve Lexmark customers.

We conduct customer experience research around a few of the most critical interactions highlighted by our customer journey mapping efforts. Armed with new insights about what was important to customers who buy, deploy and use Lexmark imaging solutions, we engage cross-functional teams to drive initiatives that are designed to deliver enhanced experiences for our customers. We remain focused on meeting our customers’ diverse and dynamic needs, and on delivering differentiated experiences that our customers value and deserve.

 

Learn more about how Lexmark supports customers in cost savings and environmental goals.

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Anticipating customer needs

Our customers' time is valuable and we continually look for ways to increase their productivity. Listening carefully and responding quickly to our customers' needs is important, but we also strive to proactively anticipate and prevent customer problems. We monitor printer fleets for some of the largest companies in the world to detect existing or potential issues before our customers become aware of them. Teams work to find the root causes for problems that customers experience. For complex issues, we bring cross-functional owners together to drive customer-focused improvement into our processes. At Lexmark, our attention to customer needs is fundamental to the way we do business. When we make changes to adapt to the unique needs of our individual customers, we close the loop with them to ensure that our changes are making a difference.
 

Customer-focused employees

At Lexmark, our innovative employee performance process worldwide is focused on continuous improvement and improving the experience of our customers. Employees have a discussion with their manager to determine their line-of-site to the customer that helps them focus on rapid and ongoing improvement. These objectives are based on employees' understanding of how their performance connects to the customers and how it is aligned with the strategy of their department and Lexmark. We believe that this focus on improvement and innovation leads to a better experience for all of our customers.
We also capture formal feedback from our employees to better understand and continually improve their Lexmark employee experience. We know it takes engaged employees to create engaged and loyal customers.