ZIM, the global container line, is embarking on a new concept, Powered by Our Customers, which is about inviting customers to take an active part in designing service experience in using digital tools.
As part of the new methodology, ZIM is creating a customers’ panel of “Influencers”. The panel members will assist in decision-making related to ZIM’s digital services.
Customers and partners have already been approached and invited to become Influencers. They will begin to receive short questionnaires about their preferences regarding upcoming ZIM digital tools. As an example, the development and features of the new ZIM mobile application will be guided by the Influencers’ preferences.
Eli Glickman, ZIM’s President & CEO: “Launching our new customer service concept is a significant part of ZIM’s powerful and forward-looking strategy that simultaneously focuses on customer needs and digital innovation.
“The double focus on these two objectives is at the cutting edge of the shipping industry and will play a decisive role in shaping its future.
“The endless efforts we invest to meet our customers’ needs demonstrate the great importance we see in, as well as the great appreciation we have for, their contribution to the success of our endeavor.”
Recognizing the huge importance of end-users’ input in creating top-notch customer experience, ZIM has decided to integrate this customer-oriented approach as part of its new vision – Innovative Shipping Dedicated to You.
Assaf Tiran, ZIM’s VP Global Customer Service: “Powered by Our Customers means first and foremost having customers’ voices heard.
“We want our customers to be actively involved in shaping the course of ZIM’s future Service Experience.
“Our ultimate goal is to become an industry leader, and we strongly believe this is the way to go.”
SD Reza, our Indonesia correspondent, attended the briefing by Muhammad Lutfi, Indonesian ambassador to the US.