Improving customer experience with the Maersk team amid globalization and outsourcing were good years for Maersk as they acquired different companies to build a solid base globally. In addition, they invested in increased vessel capacity. With the financial crisis in 2008 bringing markets to a stand still the sector found itself with over capacity and in a vicious cycle of price competition.
This is not the place the Maersk Line wanted to be and with its margins under pressure the leadership sought to differentiate Maersk as a Premium brand. With that goal in mind they needed to put in place a strategy for improving customer experience that would make them stand out from the competition.
Improving Customer Experience With Maersk Line CX Team
Maersk Line started a Customer Initiative and engaged Beyond Philosophy to help guide them, work with their Customer Experience team and provide a series of tools and techniques for improving customer experience in the shortest and most effective timescales. In this case study you will learn the key steps Maersk Line took. Take a look at this webinar or download the PDF.