Ricoh USA Receives Recognition for Customer Service

Ricoh USA, this country’s division of Tokyo-based Ricoh, a manufacturer of commercial inkjet printheads, large-format printers and office imaging equipment, announces that it has started off the new year with two recognitions, one from the Stevie Awards for Sales & Customer Service and one from the Best in Biz Awards.

The 14th annual Stevie Awards for Sales & Customer Service names Ricoh employee David Pagenkopf as a finalist. Ricoh nominated Pagenkopf, the project manager of process improvement, for the Customer Service and Contact Center Individual category for his efforts in “creating more effective, efficient, and reliable feedback loops that amplify the voice of the customer.”

Finalists for the Stevie Awards were determined by the average scores of over 180 professionals worldwide. The American Business Awards organization will name gold, silver, and bronze winners during a gala banquet in honor of the finalists on Friday, Feb. 28, at Caesars Palace in Las Vegas, Nevada.

“David’s groundbreaking work has not only overhauled the way we collect, analyze, and visualize customer survey data but changed our approach to reporting, empowering us to react more quickly and effectively to customer needs,” says Marlene Kolodziej, vice president of centralized services at Ricoh USA. “David has gone above and beyond in delivering the level and kind of business intelligence that forms the bedrock for the informed, customer-centric change Ricoh aims to deliver for its customers and its customers’ customers.”

In addition to this employee recognition, Ricoh is a gold winner in the Best in Biz Awards’ Most Customer Friendly Company category.

The company says the win is attributed to its initiatives to “make customer satisfaction and success the primary metric” by which it measures its success.

“At the end of the day, there is only one way to succeed long-term in the B2B space: bring value to customers,” says Ricoh’s senior vice president and chief marketing officer Heather Loisel. “When our customers provide feedback, we don’t just listen-we act on it. To make sure we are responsive, effective, and useful to our customers, we needed better ways to measure: shorter feedback loops, automated issue flagging, and faster, more effective data ingestion. We are pleased to report we have found a better way, and we intend to continue improving every day.”