From Survey to Success: DHL's Customer Experience Transformation
DHL Supply Chain UKI’s Customer Experience Management programme has evolved from a simple survey into a cultural success story.
Last year, they achieved strong new business growth and here the DHL team shares what they’ve been doing to drive a survey response that that has more than doubled to 85%.
No time to read? Grab these three takeaways
- Make targets meaningful - get them on the agenda, build in accountability, and make the most of opportunities to drive them home
- Demonstrate the value of surveys – with timely recognition for top-performing colleagues, and by closing the loop with customers to show that you are listening and acting on what they’ve said
- Elevate CX within the business by being visible – put yourself out there to work with and listen to customers and customer-facing colleagues as much as possible: make sure they know you have an open-door approach, and share your learnings
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