CONTACTS: Nancy Bunn, Burke, Inc., firstname.lastname@example.org 513/684-7509
Air Products uses a sophisticated process to capture customer feedback; this information is then distributed via an online reporting system. The Customer Engagement Process helps the organization to capture and understand the “voice of the customer” and use those learnings to enhance their business success. Accepting the award for Air Products, Bob Ricci, Process Owner, Global Customer Engagement, talked about how Air Products worked with Burke, Inc. to develop a Web based interviewing and reporting system for customer feedback. “This system allows unrestricted company-wide access to the voice of our customers” said Ricci. “It is a key element of our cultural change to be a customer centric organization.” Air Products is using this process with all of its business divisions touching customers in more than 20 countries.
The EXPLOR awards are designed to salute exemplary
performance and leadership in online research and are administered by the
· organizational relevance,
· technical execution in the use of the Internet,
· creativity and
· innovation and contribution to the field of marketing research and online research.
# # #
Editor’s Note: Founded in 1931, and headquartered in
Air Products (NYSE:APD) serves customers in technology, energy, healthcare and industrial markets worldwide with a unique portfolio of products, services and solutions, providing atmospheric gases, process and specialty gases, performance materials and chemical intermediates. The company is a leading global supplier of electronic materials, hydrogen, helium and select performance chemicals. Founded in 1940, Air Products is recognized for its innovative culture, operational excellence and commitment to safety and the environment. With annual revenues of $5.4 billion and operations in over 30 countries, the company’s 17,200 employees build lasting relationships with their customers and communities based on understanding, integrity and passion. For more information, visit www.airproducts.com.