From Mailboxes to Mindsets: Navigating Tradition to Modern Customer Centricity

Swiss Post Ltd embarked on a transformative journey to redefine customer experience (CX), recognising the need for strategic alignment in a rapidly evolving landscape. Partnering with Pearl-Plaza, Swiss Post integrated CX seamlessly into its corporate objectives, setting the stage for enhanced customer loyalty and operational refinement.

Key Highlights:

• Cultural Transformation: Swiss Post underwent a cultural transformation to adapt to modern customer expectations, persuading management to prioritise customer feedback as fundamental to the core strategy.
• Comprehensive Customer Insights: Collaborating with Pearl-Plaza, Swiss Post gathered feedback from various touch points, including contact centres, parcel machines, and traditional post offices, gaining a comprehensive understanding of customer sentiments.
• Expanded Services: Beyond traditional post offices, Swiss Post extended its services to include sales, aligning with the demands of the modern customer and enriching the customer experience.

The collaboration with Pearl-Plaza yielded tangible results, enhancing overall customer experience, improving KPIs, and increasing customer satisfaction. Swiss Post remains steadfast in its commitment to enhancing all channels and fostering a customer-oriented culture.

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