Meeting the needs of our customers is our first priority. In 2010 we expanded our Customer Experience strategy in Canada and major countries in Europe. We aligned our feedback methodology and performance metrics on a global basis and increased our overall governance of our customers' experience with Pitney Bowes. Critical to our progress has been our focus on:

  • Providing customer feedback to front-line organizations such as call centers and our selling channels, to enable continuous improvement at the individual level.
  • Collecting and acting on 360-degree to new product introductions, so that customer inputs are rotated into product lifecycles.
  • Segmenting our customers according to their business and support needs.
  • Setting "First Call Resolution" goals to meet customer preferences.
  • Collecting customer ideas for improving our products and processes.
  • Fortifying our processes for responding to customers with issues.

Pitney Bowes Wins 2010 Supplier Excellence Award from Eastman Chemical
For the second consecutive year, Pitney Bowes Management Services (PBMS) has won Eastman Chemical Company's annual Supplier Excellence Award. In 2010 PBMS achieved a service delivery level of 99 percent while delivering more than $720,000 in cost savings and process improvements. Pitney Bowes provides a range of print, mail and document management services to Eastman Chemical.