Maersk wanted to build a global base and stand out from their competition in a time when their industry was experiencing much globalization and outsourcing. In response, Maersk acquired different companies to build a solid base globally. They also invested in increased vessel capacity.
However, there was a lot of pressure on their margins and their customer satisfaction was low. The Maersk leadership knew they had to make a change. They wanted to differentiate Maersk as a premium brand. They decided to accomplish this goal, they would improve the Customer Experience.
Maersk Line engaged Beyond Philosophy to help with their experience improvement initiatives. Our case study reveals the key elements of this program and how Beyond Philosophy and the Maersk Customer Experience team worked together to gain customer -driven growth.
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