DHL Japan receives “2024 CRM Best Practice Award”

DHL Japan receives “2024 CRM Best Practice Award” ​
DHL Japan Co., Ltd. Press release: November 8, 2024 DHL Japan receives “2024 CRM Best Practice Award” ・Improved the quality and speed of improvement activities, and was praised for the results of raising awareness in all departments・Expanded customer voice (VOC) collection channels and built a quick confirmation system
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At the award ceremony on November 6, 2024, Mr. Junnori Fujieda (left), Representative Director and Chairman of the CRM Council (general incorporated association), and Tony Khan (right), Representative Director and President of DHL Japan Co., Ltd. DHL Japan Co., Ltd. (President: Tony Khan, Headquarters: Shinagawa-ku, Tokyo), a leading international express company, is a company that has built good relationships with customers and achieved results in its “VOC collection channel expansion model”. We received the 2024 CRM Best Practice Award [1], which recognizes companies and organizations. We built a new platform that covers all customer journeys and collected more than 10 times the number of Voices of the Customer (VOC) than before, and by improving the quality and speed of improvement actions, we achieved results that improved customer satisfaction. It was evaluated.
https://prcdn.freetls.fastly.net/release_image/20941/172/20941-172-5637a4286f056b78b56e54081598913a-474×521.jpg 2024 CRM Best Practices Award Logo Commenting on this award, Tony Kahn, CEO of DHL Japan Co., Ltd., said, “We have listened sincerely to the voices of our customers, and the entire company, including those in the field, has worked as one to improve the quality of our services and response. We are extremely proud to have received the honor of receiving the prestigious CRM Best Practices Award, as it is proof that our “super customer-centricity” is steadily spreading and being put into practice. ” states. In addition to telephone calls, we have created a system that allows us to collect customer feedback through all contact points, including websites, online tools, email, and social media, increasing the amount of customer feedback by more than 10 times. We also shortened the confirmation cycle from three months to daily, and added quantitative analysis to the collected information to optimize and streamline improvement activities. As a result, the NPS (Net Promoter Score), which is one of the customer loyalty indicators, has improved, employees have become more motivated by being exposed to customer feedback on a daily basis, and
information has been shared across all departments, which has strengthened their awareness of super customer-centricity. achieved. The award ceremony was held on Wednesday, November 6, 2024 at the Tokyo American Club (Minato-ku, Tokyo). On the day of the event, awards were presented to 14 companies, including DHL Japan, major telecommunications service companies, and one local government. [1] An award given by the CRM Council, a general incorporated association, to companies, local governments, and organizations that engage in customer-centered business and activities.