How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience
Over a 30 month period Maersk Line, one of the largest shipping companies in the world, improved their Net Promoter score from -10 to +30. A 40 point improvement! How have they achieved this? What is their secret? In this case study, conducted with Jesper Engelbrecht Thomsen, Vice President Customer Service of Maersk Line who leads the program, we will reveal the key steps to how Beyond Philosophy and the Maersk Customer Experience team worked together to achieve this outstanding result.
For example, Maersk Line discovered that in the regional markets where they established a local ‘Customer Experience council’ and trained their people on Customer Experience concepts they achieved a 10 points higher NPS score than those without councils. Why is this? What did they do?
You will learn:
- The key steps of the Maersk Line Customer Experience Program
- What the challenges were and how they were overcome
- How to gain engagement across the organisation
- How to roll out a Customer Experience program internationally
- How an emotional experience applies in a Business to Business environment.
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|Jesper Engelbrecht Thomsen, Vice President Customer Service, Maersk Line|
|Colin Shaw, Founder & CEO, Beyond Philosophy|
Webinar is now over.
If you have any questions or requests related to this topic please feel free to contact Colin Shaw at email@example.com