Bashing Xerox is easy and I have done so, however watching some older Ramseys kitchen nightmares USA it reminds me of quite obvious principles, such as pleasing the customer pleases the bottom line, that has been lost in Xerox today.
Clearly Xerox is a very complicated business however that is often used as an excuse for not workjng with the basic principles of business.
That said the current mob, headed by JV, do not give a **** about Xerox or customers.
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I wish I had more time to type.
In short Xerox has ruined its brand and no magazine rag they pay to say differently can change that.
It begins and ends with the customer.
It will be referenced In Business schools across country and not in a positive light.
Current JV is CI henchman, they are wacking the equipment business that drives post sale rev, which is the staple of Xerox rev and annuity. The psr is going to share holders, and lifting share holder value short term. CI and JV will hope to sell the company, but any future buyer will get a horse without legs, and slae rev will go to shareholders for quick hit. Xerox still still has a strong list xustomers, so that would be they only value for a proposed sell. Note that many of higher level vp have HP background.
To the id–t that posted Customer Service Doesn’t Matter Anymore, how clueless are you? Seriously, that is the stupidest thing I’ve read on The Lay Off.
You clearly are not a sales rep at Xerox or XBS.
Let me fill you in... I worked for a XBS core as a sales rep for many years. Made a tremendous living for myself. Customers bought from us because we were a safe bet for many years. Service, Support and Pricing was decent. That has all declined the last 2 years. I use to get 30-40% margins on equipment deals. That turned into 5-20 margins over the last 2 years because I had to give my products away to keep my customers. They grew tired of our techs slow response, lack of using new parts, my core swapping out machines with used equipment to avoid part costs and customer service s—ing when they called in because we let go the “good” people answering the phones because they made too much. The Xerox cost cutting these past 2 years screwed my account base.
I left earlier this year for a locally owned competitor. Guess what... I’m now selling products at 30-50% margins and the customers are buying with no remorse. Know why?? Local service, local parts, local customer service (can discuss the weather outside), trustworthy products, local management, local involvement in the community, actually using NEW parts to fix equipment, and so on... Your belief this industry is dead and you can’t make money unless you sell cheap is pathetic. I’m glad people with your mindset are still at Xerox running the ship, because you are guaranteeing I will always have a lucrative career outside Xerox!
What happened to “Customer First .”???
I dont see cust sat having any factor these days on this type of business. Every company has outsourced so it's not like it's a Xerox thing. I dont think anyone cares about talking to overseas on the phone as that is the norm. Their tech is local so I'm sure there good with that.
The purchase of printers all comes down to pricing these days and the service they get from their tech. No one is saying I'm not getting a Xerox because they outsourced their admin jobs to HCL.
if x was as focused on customer satisfaction and employee happiness as they are on cost cuts we would be doing great, customer sat (no matter how small the client) is paramount its what builds more clients, we are too complicated to do business with and many are leaving in droves.
Maybe it’s because the focus is on business other than print (a dying business.. according to experts, yada.. yada)
Lose focus on the bread and butter paying the bills before you establish revenue for other offerings is the challenge many Executives are tested to see if they have the Skill to navigate or are just spouting garbage
Agreed. They have completely lost sight of what makes a company great to do business with.