{"id":74415,"date":"2024-03-19T10:14:37","date_gmt":"2024-03-19T16:14:37","guid":{"rendered":"https:\/\/inmoment.com\/?post_type=customer-stories&#038;p=74415"},"modified":"2024-03-19T10:17:48","modified_gmt":"2024-03-19T16:17:48","slug":"from-mailboxes-to-mindsets-navigating-tradition-to-modern-customer-centricity","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/en-gb\/customer-stories\/from-mailboxes-to-mindsets-navigating-tradition-to-modern-customer-centricity\/","title":{"rendered":"From Mailboxes to Mindsets: Navigating Tradition to Modern Customer Centricity"},"content":{"rendered":"\n<p>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.<\/p>\n\n\n\n<p><strong>Key Highlights:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Cultural Transformation:<\/strong>&nbsp;Swiss Post underwent a cultural transformation to adapt to modern customer expectations, persuading management to prioritise customer feedback as fundamental to the core strategy.<\/li>\n\n\n\n<li><strong>Comprehensive Customer Insights:<\/strong>&nbsp;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.<\/li>\n\n\n\n<li><strong>Expanded Services:<\/strong>&nbsp;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.<\/li>\n<\/ul>\n\n\n\n<p>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.<\/p>\n\n\n\n<p><strong>Download the full story here!<\/strong><\/p>\n","protected":false},"featured_media":74461,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"industry":[],"region":[331],"class_list":["post-74415","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","region-emea-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/customer-stories\/74415","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/customer-stories\/74415\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/media\/74461"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/media?parent=74415"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/categories?post=74415"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/industry?post=74415"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/en-gb\/wp-json\/wp\/v2\/region?post=74415"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}