VALUE DISCIPLINE: CUSTOMER INTIMACY
With so many companies in the industry claiming to be the best, how is IPC different?
We're different because we've established a track record of living by this principle for over 50 years! Our value proposition has always been to deliver what our customers want. We cultivate relationships and specialize in satisfying unique needs.
Has our shift to Customer Intimacy been successful?
Absolutely! We continually monitor our success by asking our customers for feedback with an annual Customer Satisfaction Survey. This 'outside-in' process draws valuable information about our performance and makes our customers' perspective a critical component in everything we do. With these results, we continuously verify that our strategic plan is on track and our broad range of services is in line with what our customers need.
What is Customer Intimacy and what does it mean to IPC?
Customer Intimacy is one of three value disciplines that businesses can apply in their operations to be the best in their markets: Operational Excellence, Product Leadership, and Customer Intimacy. Each discipline produces a specific type of customer value. We recognize the critical importance of all three, but we're staking our reputation on what we do best-Customer Intimacy.
How is Customer Intimacy impacting IPC?
Customer Intimacy gives us a distinct organizational perspective that aptly describes IPC. It defines who we are and what we do. We integrated this discipline into our business strategies and imparted its critical significance to our entire workforce. Our people have learned to see our customers differently. On-going training continues to advance our commitment to Customer Intimacy. Communicating our progress and related goals maintains heightened awareness and helps us place ourselves in our customers' shoes. It makes a world of difference when we see how our total performance impacts the end result for the customer.
What is our ultimate goal?
We want to build a solid reputation and become the most 'Customer Intimate' company in our industry. We're always looking for opportunities to apply our expertise in solving our customers' underlying problems. To name one of many instances, our staff recently helped a customer reduce the file preparation time for their journal from one and a half days to just a few hours! That's what Customer Intimacy is all about - personalized and customized services that go beyond meeting our customers' unique needs.