DHL Express highlights importance of managing customer experiences to stay ahead of competition

DHL Express highlights importance of managing customer experiences to stay ahead of competition

October 12, 2017: Fatima Sullivan, vice president of Customer Service for DHL Express, Sub-Saharan Africa firmly believes that it is imperative to manage the customer experience. She pointed out, “With a multitude of options now available to consumers when it comes to products and services in every sector; businesses must realise that customer service is the most important touch point between companies and customers.”

According to the latest report by McKinsey & Company on customer experience, “Superior customer experience is increasingly being recognised as a competitive advantage for businesses, and it is becoming ever more important that a company differentiate itself by providing seamless customer experiences.”

Sullivan elaborated, “Listening to the voice of the customer is imperative when it comes to designing and optimising the user experience. Customers want choice and convenience, and if a solution is pushed back on them, it may lead to frustration and dissatisfaction. For this reason, we place the huge emphasis on the voice of the customer. DHL Express has a number of programs in place to capture immediate feedback from customers, and we use them to perform root-cause analysis and not to merely resolving the problem. Every touchpoint is an opportunity to delight a customer; if a step is missed, it can derail your customer’s experience”.

“We have an insanely customer-centric culture at DHL Express. What this means is that they want and need to provide great service quality is in our employee’s DNA. Ensuring that the voice of the customer resonates throughout the organisation is also essential to great service quality.  While you can measure the key performance indicators for good customer service daily, the most value is derived from direct customer feedback. Initiatives such as the use of the Net Promoter Approach (NPA) management tool are extremely useful in identifying areas for improvement and in enabling the company to make the necessary changes to enhance their offering and continually offer better ways to deliver excellence to customers. At DHL Express, we take customer service very seriously and try to deliver great customer experiences that are full of surprising ‘wow’ moments. Proof of this lies in the fact that we have won over 27 external awards for customer service in SSA in 2017 so far,” concluded Sullivan.

Related Posts

Cargolux Airlines to start services to Cameroon and DRC

Cargolux Airlines to start ser ...

August 28, 2017: Cargolux Airlines is launching operations to two new destinations in Africa, Douala in Cameroon and Lubumbashi in ...

INTTRA and Transmar sign partnership for e-booking in Middle East and Africa region

INTTRA and Transmar sign partn ...

October 24, 2017: The ocean container shipping industry’s largest neutral network, INTTRA, and Transmar Corporation, a wholly-ow ...

Key speakers for Flower Logistics Africa and Perishables Logistics Africa announced

Key speakers for Flower Logist ...

October 24, 2017: This year’s Flower Logistics Africa (FLA) and the debut version of Perishables Logistics Africa (PLA) will ...

Bolloré and Olam to jointly develop New Owendo International Port

Bolloré and Olam to jointly d ...

October 24, 2017: As a part of its emergence plan, the state of Gabon has initiated an ambitious investment strategy to develop th ...