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2 | PEOPLE FLOW
EDITORIAL
In today’s business, one key word rises above anything else.
Understanding the
customer
, safisfying the customer’s needs,
delivering the best customer experience – that’s what counts.
But how do you know if your customers really are happy?
How can you manage something so abstract as a personal
experience?
KONE learns more about its customers through the Net
Promoter Score (NPS) process. Twice a year, 20,000 customers
are asked questions about their cooperation with KONE. The
simplicity of the survey brings in a high response rate, which
results in measured and reliable data for decision making.
KONE’s customer focus development program, launched
six years ago along with the new strategy, led to concrete
actions. To take customer focus to the next level, KONE set
up a Customer Experience team last year. The team has
now defined all interaction points KONE has with customers.
These touch points help KONE to get a holistic view of the
interaction and to develop the customer’s experience
systematically.
KONE’s goal is to produce solutions that keep our customers
happy as well as make doing business with us easy and enjoy-
able. Many of KONE’s development initiatives come directly
from customers. Improving the customer experience – this,
if anything, is a win-win situation.
Matti Alahuhta
President & CEO, KONE Corporation
The winning formula