Tchibo-Customer Relationship
Páginas: 5 (1113 palabras)
Publicado: 11 de junio de 2012
Tchibo –customer relationship
Innovative products, excellent service
How Tchibo keeps and fosters its customers’ trust.
Our customers’ trust is the basis of our success – the strength of our brand depends on it. The question of how we can best fulfil our customers’ expectations today and in the future plays a significant role in determining our business activities. Theanswer is: Tchibo has to offer services and products that provide added value and that set us apart from our competition.
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Over the past 60 years, we have developed a wide customer base through special products, high quality, fair prices, friendly and competent advice, and individual service. Our future success depends largely on our being able and willing to maintain and bolster thebrand’s popularity and customers’ trust in it. We can achieve this by means of consistent customer orientation, top quality products and full consumer protection.
▪ Customer orientation: In our business culture, consistent customer orientation is a central value. We want to attract and retain customers by means of our service promise and standards.
▪ Products: We will live up to our aspirationto provide the best quality products through comprehensive testing processes and extensive testing. Our understanding of quality also encompasses social and environmental factors.
▪ Consumer protection: We are in constant contact with our customers, putting all of our efforts into complying with the legal requirements that protect consumers and their personal data.
Service: at theheart of all we do
Why Tchibo values its customers and their satisfaction so highly.
Each week, over ten million customers visit Tchibo shops in Germany, Austria and Switzerland alone, as well as Tchibo’s online shops. Their satisfaction is our top priority. Consistent customer orientation is therefore a central value of Tchibo’s corporate culture. We listen to our customers, learning fromtheir criticism and suggestions just as we do from their wishes and ideas. We take targeted measures within the scope of our market research activities, not only to ascertain and evaluate opinions, but also to align our operations with customer feedback.
[pic]
We are judged by our standards of service as well as by our products, and therefore these standards have top priority. We want to bringpeople to our business through our service promise and standards. We present ourselves to customers with openness, honesty and transparency, values also represented by our skilled customer service operations and professional, comprehensive complaints management system. We want to harness these services to continue to improve our services and products in the future. “Whatever we do, we do it forour customers” is our business principle. If for some reason our customers are not satisfied, we do everything we can to find the causes and to avoid future mistakes.
Listening to our customers: The online survey centre
Before we can understand our customers’ expectations, we first have to know what these are. For this reason, we established the Tchibo Expert Online Panel customer surveycentre in July 2008. Over 4,000 Tchibo customers are regularly interviewed through this market research tool on topics concerning Tchibo. “Panellists” can provide their opinions online. Employees in the market research department then present the results and make these available to the appropriate departments, such as product development. Through this system we are able to base decisions concerning ourproduct range directly on our customers’ wishes.
When it comes to sustainability, our customers expect even more
In 2010, we carried out a survey on the issue of sustainability with the help of the Tchibo Expert Online Panel. The result: There is a fundamental interest in social and environmental issues, but half of the respondents were unaware of our activities in this respect – and only...
Innovative products, excellent service
How Tchibo keeps and fosters its customers’ trust.
Our customers’ trust is the basis of our success – the strength of our brand depends on it. The question of how we can best fulfil our customers’ expectations today and in the future plays a significant role in determining our business activities. Theanswer is: Tchibo has to offer services and products that provide added value and that set us apart from our competition.
[pic]
Over the past 60 years, we have developed a wide customer base through special products, high quality, fair prices, friendly and competent advice, and individual service. Our future success depends largely on our being able and willing to maintain and bolster thebrand’s popularity and customers’ trust in it. We can achieve this by means of consistent customer orientation, top quality products and full consumer protection.
▪ Customer orientation: In our business culture, consistent customer orientation is a central value. We want to attract and retain customers by means of our service promise and standards.
▪ Products: We will live up to our aspirationto provide the best quality products through comprehensive testing processes and extensive testing. Our understanding of quality also encompasses social and environmental factors.
▪ Consumer protection: We are in constant contact with our customers, putting all of our efforts into complying with the legal requirements that protect consumers and their personal data.
Service: at theheart of all we do
Why Tchibo values its customers and their satisfaction so highly.
Each week, over ten million customers visit Tchibo shops in Germany, Austria and Switzerland alone, as well as Tchibo’s online shops. Their satisfaction is our top priority. Consistent customer orientation is therefore a central value of Tchibo’s corporate culture. We listen to our customers, learning fromtheir criticism and suggestions just as we do from their wishes and ideas. We take targeted measures within the scope of our market research activities, not only to ascertain and evaluate opinions, but also to align our operations with customer feedback.
[pic]
We are judged by our standards of service as well as by our products, and therefore these standards have top priority. We want to bringpeople to our business through our service promise and standards. We present ourselves to customers with openness, honesty and transparency, values also represented by our skilled customer service operations and professional, comprehensive complaints management system. We want to harness these services to continue to improve our services and products in the future. “Whatever we do, we do it forour customers” is our business principle. If for some reason our customers are not satisfied, we do everything we can to find the causes and to avoid future mistakes.
Listening to our customers: The online survey centre
Before we can understand our customers’ expectations, we first have to know what these are. For this reason, we established the Tchibo Expert Online Panel customer surveycentre in July 2008. Over 4,000 Tchibo customers are regularly interviewed through this market research tool on topics concerning Tchibo. “Panellists” can provide their opinions online. Employees in the market research department then present the results and make these available to the appropriate departments, such as product development. Through this system we are able to base decisions concerning ourproduct range directly on our customers’ wishes.
When it comes to sustainability, our customers expect even more
In 2010, we carried out a survey on the issue of sustainability with the help of the Tchibo Expert Online Panel. The result: There is a fundamental interest in social and environmental issues, but half of the respondents were unaware of our activities in this respect – and only...
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