Pitney Bowes Honored with 2013 Outside In Award for Customer Experience Measurement
July 03 2013 - 6:00AM
Business Wire
Forrester Research, Inc. has honored Pitney Bowes Inc. (NYSE:
PBI) as a winner of the inaugural Forrester Research Outside In
Awards for excellence in the practices needed for planning,
creating, and managing a great customer experience. Pitney Bowes
was cited specifically for their outstanding measurement of their
customer experience programs. The award supports and recognizes the
principles outlined in the Forrester book Outside In: The Power of
Putting Customers at the Center of Your Business (Amazon
Publishing/New Harvest, 2012). The award was announced at
Forrester’s Forum for Customer Experience Professionals East in New
York.
Gael Lundeen Accepts Outside In Award for
Pitney Bowes Customer Experience Measurement (Photo: Business
Wire)
“The Outside In Awards recognize organizations that don't just
talk about customer experience, but take a disciplined approach to
improving it,” said Harley Manning, co-author of Outside In and
Forrester vice president and research director. “Their efforts
stand out from among those of their peers by being systematic and
by demonstrating results for both their business and their
customers. Our research shows that when
organizations do take a disciplined approach, as our
winners have, they can expect business benefits ranging from more
revenue from increasingly loyal customers, to more and better word
of mouth from happier customers.”
“We are on a journey of improving our customer experience with
every touch point,” said Gael Lundeen, Vice President, Customer
Experience for Pitney Bowes. “Measurement is a cornerstone of all
of our programs and we are deeply honored that Forrester has
selected us for this award.”
Winners of the Forrester Outside In Awards were selected across
a range of categories representing the strategic disciplines that
Forrester advises organizations to master in order to achieve the
full business potential of customer experience. These disciplines
include: Strategy, Customer Understanding, Design, Measurement,
Governance, and Customer-Centric Culture. Forrester used five
criteria to judge the winning entries: clarity of approach,
business value to the organization, positive impact on customer
experience, innovation, and potential for other companies to repeat
the practice.
About Pitney Bowes
Pitney Bowes provides technology solutions for small, mid-size
and large firms that help them connect with customers to build
loyalty and grow revenue. Many of the company’s solutions are
delivered on open platforms to best organize, analyze and apply
both public and proprietary data to two-way customer
communications. Pitney Bowes includes direct mail, transactional
mail and call center communications in its solution mix along with
digital channel messaging for the Web, email and mobile
applications. Pitney Bowes has approximately USD$5 billion in
annual revenues and 27,000 employees worldwide. Pitney Bowes: Every
connection is a new opportunity™. www.pb.com.
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Pitney BowesCarol Wallace, 203-351-6974Carol.wallace@pb.com
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