Top-quality products require top-quality service and experience
Fujifilm is an international concern with products such as Instax – a popular camera for taking instant photos – top-quality mirrorless cameras, and photographic paper for the professional market (e.g. laboratories for photo books, prints, etc.). Fujifilm further optimized the distribution and logistics for its customers in Europe and wanted to know whether customers in the various European countries had seen any benefits. Together with Altuïtion, Fujifilm mapped the Customer Journey of business customers in Spain, Portugal, and the UK. The insights were used both locally and internationally to improve the service to customers in these countries and the country organizations themselves.
According to Peter Struik, Executive Director Fujifilm Europe, “the Customer Journey has given us insight into what our customers are really looking for in our services. It has not only contributed to a greater awareness of how customers perceive us, but also to improvements in our services, both functionally and emotionally.”
