Maersk Line took home the Client Relationship Management award at the recent Gulf Customer Experience Award ceremony. Competition was particularly fierce as it came from across multiple industries in the region.
The Gulf Customer Experience and Gulf Digital Experience Awards are widely considered to be the ultimate accolade for customer experience in the Gulf. Entrants extend across many industries such as real estate, banking, telecommunications and range from Jumeirah to Etisalat and HSBC to name a few.
“Customer first” is at the heart of the Transport and Logistics vision to become the global integrator of container logistics. Being selected in the face of such strong competition is not only a glowing testament to the United Arab Emirates cluster, but also a demonstration of how teamwork, being proactive and a culture of customer care can make that vision a reality.
Getting ahead of the competition
There were five areas that the judges felt separated Maersk Line UAE from the rest of the contenders. As cluster top, Christian Juul-Nyholm explains, “Firstly, our objectives were based on clear insights derived from a number of sources – customer satisfaction surveys, customer focus groups, pulse surveys and employee surveys.
Second, our care culture laid the foundation for proactively building relationships with our customers. Third, was our ability to identify customer motivations; customers want to have a seamless online experience, with us being accessible and responsive to their needs at all times.
Then there was having a constant feedback loop that ensures we listen to customers and incorporate findings to improve our current setup.
Last but certainly not least, it was about being stronger together across functions, clusters and CEN so that global inputs and best practices are shared to find local solutions. For instance, talking to Dubai Customs Authorities for pioneering e-delivery order in this region which was an outcome of more than two years of continuous dialogue.”
More is coming
Reflecting on the importance of the award, Christian notes that “Customer First is a priority as part of the 2017 Must Win Battles, and it’s an area we are seeing improvements day by day, with all departments pitching in. The award is a great recognition of that, whether it’s through stabilized accessibility and IQ, improved payment application and turn time at our counters, there are many areas of success.
Best of all, more is coming. There are E-initiatives both internally and externally and better, smarter payment options for our customers on the way. This means there are great opportunities to build on this progress and make further strides in earning the trust of our customers.”