Page 38 - Clean India Journal - Sept 2023 Digital Edition

Industry talk

The secrets of building customer loyalty

How does one of the world’s largest suppliers of cleaning equipment

and chemicals maintain its position as a preferred brand? Mahesh
Naik, Customer Service Lead, Diversey India offers a look into the
many customer retention strategies of his organisation.

iversey’s mission is markets. We provide customers We also involve the senior
to protect and care for peace of mind by helping maintain management and the VPs for
people through leading their brand integrity so they can every detractor response with
hygiene, infection focus on growing their business. a focus on arresting the root
Dprevention, and cleaning We deliver the highest standards cause, envisioning First Time
solutions. We develop and deliver across customer locations through Right deliverance all across
innovative products, services, and end-to-end repeatable services the organisational operational
technologies that save lives and to achieve improved operational commitments
protect our environment. Over the efficiency and environmental
course of 100 years, the Diversey sustainability. • New customers – post first order
brand has become synonymous As a solution provider, we thrive delivery – are reached out to,
with product quality, service, and on customer loyalty. Amongst to understand the experience.
innovation. the large number of industries After the feedback is received,
improvement areas, if any, are
Our fully integrated suite of we service, our one commonality clearly identified and positive
solutions combines patented remains customer satisfaction feedback is used to highlight
chemicals, dosing and dispensing and sustained loyalty over a large key parameters for customer
equipment, cleaning machines, number of years. delight.
services, and digital analysis. Here are some of the key
We are a trusted partner, serving initiatives taken by Diversey India • A dedicated professional
over 85,000 customers in over to ensure customer satisfaction and Customer Service Specialist is
80 countries with a network of delight. assigned to key customers with
approximately 8,600 employees • We measure Net Promoter Score a regional focus on Customer
globally. (NPS), Customer Satisfaction Order management.
We are the leading global (CSAT) and Customer • Extensive usage of automation
pure-play provider to the cleaning Effort Score (CES) through for ordering, complaint
and hygiene industry for the monthly Voice Of Customer management, visibility on order
institutional and food and beverage Surveys with our customers. cycle, etc enables live status
updates for the customers,
thereby improving customer
satisfaction.
• Consistent and periodic review
of the service providers, with
reformations if any surface in
the reviews.
• Diligent focus on internal
parameters to fulfill orders of
customers, known as ‘On Time
In Full’.
• Agile, flexible demand
planning, and production
planning processes in place to
ensure the best service extended
to customers. CIJ

SEPTEMBER 2023•Clean India Journal
38 www.cleanindiajournal.com