Behind the scenes of customer experience

Once a year we share with you the results of our yearly Customer Trust Rating Survey. Today, we want to explain Liebherr-Aerospace customer service’s initiatives aiming to improve Customer Satisfaction. Please meet Alex Vlielander (A.V.), Chief Customer Officer, and Laura Benoist (L.B.), Customer Experience Manager, in the following interview.

How do you define Customer Experience and why write a dedicated article on this topic?

A.V.: Customer Experience is any moment our customers spend with one of Liebherr’s points of contact, for example directly with Liebherr employees and/or with the means of different digital tools of communication such as our Service Platform. Their appreciation of these moments should be as positive as possible to gain our customers’ loyalty and solid recommendations. Our work is based on performance, quality and trust. We want our Liebherr customer service to remain a valuable asset and we know we can count on our customers to spread the word.

L.B.: We took the opportunity to write this article because we want to introduce the « back-stage » behind the different ratings and surveys our customers are taking part in. It is not only surveys to feed statistics - the inputs are deeply analyzed and they help us to serve our customers better and feed our priorities during the year.

How is Liebherr-Aerospace’s customer service involved in improving customer satisfaction?

L.B.: We developed a 360° vision of customers on the field, in day to day contacts or with new digital means. Since already many years we also train our global network internally on customer experience. These trainings raise awareness and provide keys in relationships to best serve our customers, which is a priority for us.

We implemented our Customer Relationship Management (CRM), gathering in one place all the key information such as contacts, contracts and response to queries. The CRM is at the center of our digital roadmap since 5 years, supporting latest developments such as our new Service Platform allowing 24/7 quick and direct answers on our customers’ most frequent needs.

Furthermore, we included a Net Promotor Score objective as a common goal to build trustful relationships on the long term.

Why speaking about it now?

A.V.: In this pandemic-affected world where specific constraints have appeared, we had to adapt to the cancellation of face-to-face meetings, for example. Our customers had many questions that required quick and reliable answers: we continuously worked to stand as close as possible to our market. In this challenging context, we focus on providing and ensuring the best customer experience to build and deepen trustful relationships with our customers.