The customer experience

What is the most important part to keeping customers happy?

IP: It’s important to have quality products for customers, but good service will determine you keeping those customers. We try to be a customer-centric organisation, obviously that is what lots of companies will say, I can’t claim that we are the first or the last to think like that, but I’d like to think that the amount of effort that we put in on a daily basis is significant.

I’ve been working for Carestream (in its different forms) for nearly 17 years, and now look after the support team. I love talking to customers, all customers. Obviously working in any kind of customer service environment you have to speak to people who are unhappy, the aim is to always end the conversation with them being happy.

I champion continuing improvement. It’s very easy to just be like fire fighters, fixing problems as and when they happen, but we’re trying to change that. We want to be proactive and stop it happening, similar to how dentistry is at the moment. We’ve gone past the times of drill and fill and moved on to a preventative type of work, if we can prevent the telephone call then that’s a great scenario.