In this episode, host Sara Vollmer and Michael Aldwell, Board Member Sea Logistics at Kuehne+Nagel, talk about the customer focus of the Kuehne+Nagel Sea Logistics Roadmap 2026 and Vision 2030 and how it is being put into practice. They specifically address the expansion of the network of Customer Care Locations (CCLs) and further measures to improve the customer experience.

Key topics of this episode are: Growth as a natural driver for a business, how can growth and a customer-centric set-up and culture be combined, and how do local, personalised service and a global network play a role in this?

Recorded in April 2023

Details:

(03:44) Sara and Michael discuss growth and how excellent customer service works.

(06:10) Michael talks about the difficulties in delivering great customer service in the past three years and ensures that Kuehne+Nagel is here to help customers navigate the rough waters.

(07:31) Michael explains how Kuehne+Nagel engages and supports the customers from an operational standpoint by opening more customer care locations.

(09:29) Michael shares how Kuehne+Nagel aims to deliver excellent customer service by implementing a structured on-boarding experience.

(10:58) Michael brings up the net promoter score and how it helps businesses see how they are doing.

(10:29) He mentions how Kuehne+Nagel is suitable for both small and large companies, and it helps them sort out their shipping challenges.

(10:45) Michael shares Kuehne+Nagel's future plans for extraordinary customer service.

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