For Intrum Justitia Oy's Key Account Manager Veli-Pekka Harjuoja, if companies want to stop losing customers to competitors, then they've to pay close attention to what customers are saying regarding how they want things done.
“Customer experience is a way of working that penetrates the whole organization and its processes. It is more than systems or capabilities – it is a company culture,” says Intrum Justitia Oy’s Veli-Pekka Harjuoja.
At Intrum Justitia Oy, customer experience means providing superior customer service for clients and their customers, as well as their own colleagues, “For us, superior customer experience is a way of working and we ensure this by constant measurement and development. To provide not only good but superior customer service is written in our strategy.”
Making the customer happy is hardly new in business, in fact, it’s something they live by. So, why is it being said over and over? What has changed from customer satisfaction delivery then and now?
Harjuoja thinks that hyper intense competition plays a role, “Companies realized they can’t afford to lose customers anymore. So, now they must come first, and each and every one of them counts.”
For all upcoming events, visit the Event Calendar »
The most efficient working day. Insights and ideas from the stage and from a network of executives. The best solutions for your business challenges.
Meet executives with investment needs. Bring your solutions and insights to your most potential clients. 11 markets, 20 000 executives, guaranteed meetings.
Management Events brings together top-level executives and solution providers, providing high value to both parties. Our concept attracts 20 000 visionary leaders to our events in eleven countries, over 170 times a year. Management Events Surveys provides insights and trends for solution providers and executives, helping them gain deeper understanding of challenges and needs of the largest corporations.
Sorry but your browser screen is too small for this site.