Satisfied customers pay off
How First Choice contributes to the company's success
First Choice is a unique program, this is for sure. It's not driven by a cost-cutting agenda - its thrust lies in initiating continuous improvement projects, performance focus and internal skill development designed to benefit the customer. First Choice initiatives are interactive undertakings requiring the full commitment of our employees. The success of Gemba, Performance Dialog and Problem Solving Initiatives stem from the active participation of all our employees.
As experience has shown, the hard work pays off. Thrilled customers generate new orders, boost earnings and guarantee sustainable growth. That is why First Choice is so vital for the success of Deutsche Post DHL. The Group-wide program has but one objective: to make Deutsche Post DHL its customers' number one choice and a quality leader in the industry.
Deutsche Post DHL Group wants to become the best service provider for the customers.
In this increasingly competitive market, a company's success can hinge on customer loyalty. We want to strengthen our customers' loyalty to us. The only way to do this is to provide them with truly unbeatable service - regardless of location and business segment.
That's why First Choice has such a broad reach. Each and every one of the company's employees plays a role in providing the kind of service that not only keeps the customers - both internal and external - coming back for more, but also inspires them to recommend Deutsche Post DHL Group to other potential business partners.
The effort pays off. First for the customers, around whose needs each and every First Choice project or intervention revolves. Many of the continuous improvement initiatives already carried out were implemented together with the customer, resulting in both highly customized and markedly better quality service.
Deutsche Post DHL Group as a company also benefits from the program. Not only do successful projects or interventions secure order volumes, they help boost them, with satisfied customers returning to Deutsche Post DHL Group with new business. Once they've experienced truly outstanding service, customers will happily return with more orders. Satisfied customers who have nothing but positive feedback about their experiences with Deutsche Post DHL Group spell new customers for the company, which is yet another upshot of First Choice. First Choice, as the Group's continuous improvement program, plays a significant role in making Deutsche Post DHL Group the quality leader in each and every one of its business segments. It also increases revenue.