STAMFORD, Conn.--(BUSINESS WIRE)--Jul. 3, 2013--
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.
Photos/Multimedia Gallery Available: http://www.businesswire.com/multimedia/home/20130703005041/en/
Source: Pitney Bowes Inc.
Pitney Bowes
Carol Wallace, 203-351-6974
Carol.wallace@pb.com
