Deutsche Post DHL Group receives award as most customer-oriented company in 2016
At this year’s Customer Experience (CX) Excellence World Summit, Deutsche Post DHL Group won the 2016 award for the "most customer-oriented company".
- The prize from the Customer Experience Excellence Network honors Group-wide 'First Choice' initiative to optimize service
Bonn - At this year's Customer Experience (CX) Excellence World Summit, Deutsche Post DHL Group won the 2016 award for the "most customer-oriented company". The award is annually bestowed by the CX Excellence Network, an association of global companies that develops strategies to win customers and boost customer satisfaction.
The award is a reflection of Deutsche Post DHL Group's ambition to have the best customer orientation of any provider in the industry - a goal firmly embedded in the Group's Strategy 2020. "We are constantly focused on optimizing the processes and methods we use to strengthen our customer centricity," said Iris Kaib, Vice President of the Corporate First Choice Office. "Customer centricity at Deutsche Post DHL Group means that every employee tries everyday to improve our processes and refine our methods to ensure a maximum focus on our customers. This has helped to embed a culture of continuous improvement within our company, which our customers notice and appreciate."
During the presentation of the award, mention was also made of the Group's First Choice methodology, a global initiative to continuously improve the company's service. "Deutsche Post DHL Group has a seamless global service network," said Anastasia Reshetnikova, Senior Conference Director, Customer Experience Portfolio IQPC. "However, it's not just about the number of branches. The company uses First Choice to promote first class service and efforts to improve our work every day."
Since 2006, Deutsche Post DHL Group has utilized First Choice as a Group-wide initiative to optimize service quality. The company's goal is to achieve organic growth through strong customer loyalty. More than 170 satisfaction surveys have provided insights into customer expectations. The Group has integrated these insights into the First Choice program and trained more than 29,000 executives and employees on how to apply First Choice methodology in their work activities.