Hello dear reader,
Do you remember our insanely customer centric focus? Last summer I was a co-driver for one day in our service center in Liege and enjoyed to experience at first hand what this 'culture of customer first' meant.
Today I have a new, more recent, story for you.
'Insaneley customer centric culture' (ICCC) is not a programm, it is al about putting our customers at the heart of everything we do. It is about taking action on their feedback, fixing exceptions and making our customers successful.
Two weeks ago I planned a weekend to Holland. Together with friends we were going to bicycle to Yerseke in the heart of Zeeland, Around 18 o' clock, friday evening my phone started ringing. One of our top clients in the fashion industry. 'If we could collect 29 cartons tonight to bring to their logistics partner in Brussels. Their regular courier failed to collect them that friday evening....'
As I am still new in the company, I estimated this question as tricky, because we did not have any information on this shipment. It was stored in a warehouse but all responsible dispatchers and planners had gone home. After reflecting for a moment I decided to inform my colleagues at the 'samed day' desk.
SameDay offers our clients a full flexible service with an immediate pick up and a door-to-door delivery. Gael and Frank assisted me in arranging a late pick-up in the warehouse and a delivery at the logistics partner in Brussels. During my car drive to Holland I managed to call, contact and connect all parties involved, We managed to trace the 29 cartons and shipped them over to the right party. Arrving at my hotel I could store away my earphones and enjoy my weekend. So all ended well.
By taking this challenge and solving the clients problem we:
Do you remember our insanely customer centric focus? Last summer I was a co-driver for one day in our service center in Liege and enjoyed to experience at first hand what this 'culture of customer first' meant.
Today I have a new, more recent, story for you.
'Insaneley customer centric culture' (ICCC) is not a programm, it is al about putting our customers at the heart of everything we do. It is about taking action on their feedback, fixing exceptions and making our customers successful.
Two weeks ago I planned a weekend to Holland. Together with friends we were going to bicycle to Yerseke in the heart of Zeeland, Around 18 o' clock, friday evening my phone started ringing. One of our top clients in the fashion industry. 'If we could collect 29 cartons tonight to bring to their logistics partner in Brussels. Their regular courier failed to collect them that friday evening....'
As I am still new in the company, I estimated this question as tricky, because we did not have any information on this shipment. It was stored in a warehouse but all responsible dispatchers and planners had gone home. After reflecting for a moment I decided to inform my colleagues at the 'samed day' desk.
SameDay offers our clients a full flexible service with an immediate pick up and a door-to-door delivery. Gael and Frank assisted me in arranging a late pick-up in the warehouse and a delivery at the logistics partner in Brussels. During my car drive to Holland I managed to call, contact and connect all parties involved, We managed to trace the 29 cartons and shipped them over to the right party. Arrving at my hotel I could store away my earphones and enjoy my weekend. So all ended well.
By taking this challenge and solving the clients problem we:
- Took ownership and fixed issues
- Reduced service failures and customer complaints
- Increased customer satisfaction
- Drove customer loyalty and retention
- Improved our customer experience across all touch points
Nice:-)
But it wasn't finished
Meanwhile we successfully negotiated and won the project of our customer. Coordinating and shipping all garment samples for their season campaign; inboud and outbound' shipments.
A very intense business mainly focused on preparing and delivering a hughe number of shipments/cartons concentrated within a week through the whole of Europe.
'Small' campaign
Our project teams did a thourough preparation prior to the ultimate delivery date.
We invited our client, the logistics party, our operations team and our customer operation manager. I coordinated the whole thing.
As it was the first time, the logistics company worked with our software, we decided to give them a hand.(see picture below, our specialist at the desk of the logistics partner).
In exchange they prepared their shipments to perfection!
Have a look, all cartons palletised, accompagnied by the right paperwork and labels.
Top guys!
ICCC is a cross-functional collaboration. It is DHL Express working 'As ONE' to deliver great service quality to our customers consistently for all interactions at all touch points.
Our next project will be the main campaign. To be continued...
ICCC is a cross-functional collaboration. It is DHL Express working 'As ONE' to deliver great service quality to our customers consistently for all interactions at all touch points.
Our next project will be the main campaign. To be continued...
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| Xavier , eCom team DHL express |
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