Developing a Customer-Centric Organisation

DSV is one of the five largest transport and logistics companies in the world. Today, DSV has more than 300 push reports going out to their employees, sharing important insights in a continued effort to respond quickly and efficiently to their customers.

“We discovered that when the customers develop into ‘promoters’ we see a factor x2 on growth compared to the average customers. If we can increase our customer loyalty by just 10%, it will generate significant additional turnover.” -Anders Norman, Director of Customer Experience, DSV