To create outstanding customer experiences, we must first create an outstanding environment for our employees
For Kuehne + Nagel, it is all about satisfying our customers. We are offering customers tailored solutions based on technological expertise and the highest service standards. Our Customer Excellence Programme ensures sustainable business growth by building customer loyalty, retention and referrals, while also being a good opportunity to develop our people.
Service Quality and Customer Orientation
The internet and digitalisation are not only transforming our daily lives, but also revolutionising business models and thus changing customer behaviour and expectations. Providing a consistent service attitude as well as a consistent service performance is key to keeping pace with these changes.
In the first phase of the Customer Excellence Programme we deployed a set of standards for building up excellent customer relations; to equip managers and employees with relevant knowledge and skills, and to ensure employees readiness for embracing a Customer Excellence culture. Within the Customer Excellence Standards Development Team, so-called "Programme Ambassadors“ selected managers and employees from Sales and Operations are responsible for developing Customer Excellence Standards.
The Customer Excellence Programme’s activities are guided by the Customers Engagement Cycle; this approach leads us to achieve excellence at each customer’s touch point, and to further improve customer-facing and internal activities involving business and functional units. This programme enables us to achieve higher retention rates; the target is to reach a 95% ratio by 2022.
While Kuehne + Nagel conducted its last global customer satisfaction survey in 2017, 2018 was the year to follow-up on necessary actions on related items from the survey. In addition, a dedicated survey for contract logistics’ customers was launched in 2018, where specific contacts in three functional groups were asked on their experience with Kuehne + Nagel. The feedback received from customers helps us to build the foundation of a Customer Excellence Plan with specific initiatives and actions to follow at global and country level.
BENEFITS OF THE CUSTOMER EXCELLENCE PROGRAMME
Provide industry leading customer excellence:
- Stronger regional alignment
- Identification of improvement areas
- Support on implementations
- Promotion of new products and services
Aim for better usage of existing systems to
serve our customers
Customer Excellence Managers as interface of
Sales and Operations, being involved in
the whole Customer Engagement Cycle