Eliott Peck, Canon USA: Satisfaction Beyond the Sale
The consumers’ love of preserving memories with cameras is the one constant that has always informed the direction of product development at Canon, resulting in designs that make image capture—and now, image sharing—easier. But what really sets a company like Canon apart, Peck said, is satisfaction beyond the sale.
“That goes back to the one thing I learned early in my career: keeping customers happy when things are not working well,” he said, adding that the company’s main service facilities and call center are in the U.S. “We put a tremendous emphasis on our service department. All our efforts are to help consumers make educated decisions.”
Canon’s U.S. customer service department, just a handful of people when Peck inhabited it early in his tenure, has grown to about 2,000. Its growth is part of “understanding the mindset of the consumer and reaching out to them throughout the before, during and after process of the sale,” he said.