CUSTOMER SERVICE EXCELLENCE
“Clearly we want to be the preferred choice by our customers.”, says President and Chief Executive Officer Pete Watson. “The only way to do this is by fulfilling their needs, delivering value and simply delighting them – every day. I believe that it is really that simple, and it starts with listening.”
Understanding The Customer
Greif tracks their customers’ satisfaction very closely in internal indexes. On top of that, they have recently adopted the commonly used Net Promoter Score (NPS) methodology to enable them to engage in deeper dialogue with their customers about their expectations. The NPS analysis is conducted bi-annually and the next survey is due in April 2016.
The recent introduction of specific product manager roles in EMEA, targeted with setting the Greif innovation agenda based on in-depth understanding of customer needs is another example of the company’s focus on serving the customer.
The Greif Way
Within Greif, the leadership message is resonating across the globe: Every customer interaction is aimed at fulfilling our customers’ needs, delivering value and sharing an unparalleled customer experience.
“Our customers will be the judge on whether we succeed”, concludes Pete Watson, “but I want them to be assured of our commitment to achieving the service excellence they deserve.”