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Complaints are Welcome!
Argox thanks our demanding customers
In this issue the Story of Argox tells how customer complaints have helped to improve Argox's business and products. Also included is a summary of the Argox road show to Turkey and Italy, with market insights.
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 Argox Road Show, Turkey and Italy |
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In mid October, Argox engineers visited distributors and dealers in Turkey and Italy. These long-term customers are already quite familiar with Argox products, so the main purpose of the visit was to touch base and ask for opinions and suggestions. Applications discussed during the visit included scan-to-printing, also known as re-labeling, and the ArgoKee standalone labeling station and its database.
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| Turkey and Italy |
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| Turkey was one of the first European markets where Argox began promoting the Argox brand. In 2000, when Argox first started contacting potential customers, the country was relatively closed and the economy was weak. However, a recent change of government and subsequent liberalization has seen a healthier economy and a rapid rise in light industry. Today, Turkey is one of Argox's most successful markets and the Argox brand has an 80% share of the desktop label printer market. Argox is diligently pursuing growth in this market and we are grateful for our partners' support. We predict that this economy will continue to develop and strengthen. Through partner support and sustained promotion we will do our best to maintain our market position in Turkey.
In 1998 Argox began selling to OEM customers in Italy. Today we have many Italian customers, though growth in sales has lagged for the past two years. This is due in large part to an economic downtown that has seen the closure of both Fiat and Ferrari. Still, we encourage our partners and continue our support and promotion of new products. In Italy we are hopeful that the good times will soon return.
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This section features the people at Argox. You may see a familiar face from an exhibition or a road show, or you might see a name you recognize from an email. We offer these brief introductions to help you know us better.
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| Enya: Asia Pacific Sales Manager |
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I've just started Yoga, and my goal is to place my foot behind my head.
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Did you ever hear of an airsick flight attendant? That was me! |
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A woman's most important decision is to choose the right husband. My husband is both handsome and willing to do the housework. |
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| Nini: Asia Pacific Sales Manager |
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I ask everyone to call me "Skinny", which encourages me to stick to my diet. |
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I'm not a picky eater, but I don't eat duck, beef, pork, or seafood. |
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| Vera: Technical Support Manager |
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Don't be surprised if you see my desk covered with tea bags. I'm a super "tea lover", and tea gives me energy. |
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A pair of shoes that fit is always on my "To Buy" list. Salesclerks must turn their shops upside down to find shoes for my tiny feet. |
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My sharp eyes are like "R-400 mini sensors" - small-gapped but sensitive, and I don't miss a thing! |
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| Yamin: Technical Support Manager |
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At first sight you may think I'm chubby, but actually I have the soul of a thin person. |
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I'm fond of adventures, especially roller coasters and haunted houses. I'm always the first to invite others and also the first to run away. |
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Argox and our FAE team, I love you all. (Carlson & Paul, do you hear?) |
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| The Story of Argox (part 15) - Facing Complaints |
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| From 1998 to 2002 Argox experienced dizzying growth. Over this four year period revenues increased six fold and the number of company employees expanded from 20 to 110. To meet goals the Argox team relied on fast response, fast support, and the fast development of products. However, as the pace of business increased, so did customer complaints.
At the end of 2002 the partners met to celebrate the company's growth, yet no one was happy. Complaints from customers had everyone concerned. Someone asked, "Why are we receiving these complaints?" This was the first step to solving the problem. The partners began to discuss the issues and listed problems, which basically fit within four areas:
1. Customer support had become less effective than before.
2. Product quality had suffered.
3. Logistics had become difficult to manage.
4. Product prices in various markets were not consistent. |
Once problems were identified, Argox began to tackle the underlying causes and improve the organization. Soon, the number of complaints fell. Yet, even today Argox admits it still has limitations and is still not satisfied.
Argox is committed to overcoming the problems that cause our customers to complain. We know that our customers' complaints are the basis for any success that we have achieved so far. All of us at Argox wish to thank our customers for the many valuable suggestions and feedback that has helped us improve our business and our products.
We have recently added a special "Complaint Dept." to the Argox website that is dedicated to customer and reader complaints and suggestions. You can go directly to our Complaint Dept. via the following link:.
Thank you!
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