One customer experience
In addition to introducing our products and services successfully in new and sometimes unknown markets, we also need to ensure that our growing staff and customer base are on the same page. Especially following acquisitions, clients and employees sometimes get stuck in former owner mode, which is prone to generating confusion and division. In this respect, Sigrid Van Duffel, Customer Experience Director at SD Worx, has a clear mission: to provide our customers with the best possible customer experience, always and everywhere.
Our customer promise
Our customer promise
As your trusted HR solutions partner, we want to spark success at the heart of your business. That’s why we deliver integrated and smart HR solutions and services that you and your people can rely on.
We’re here for you, and we’re here with you.
We aim to provide the expertise and support
you need, right when you need it, so that you
and your people can thrive.
CX and HR go hand in hand
‘The quality of our relationships determines the quality of our lives.’ Sigrid can relate to this quote from psychotherapist Esther Perel. “Through our yearly relational NPS survey, we know that – despite the advantages of digitalisation – the personal relationship is still the decisive factor for customers when evaluating our services and collaboration. That’s why it is so important everyone at SD Worx treats our customers in the same friendly and proactive way, providing seamless, personalised and memorable interactions that leave customers feeling valued and satisfied,” Sigrid emphasises.
“Customer-centric behaviour grows from within the company and it’s a common responsibility, which is why HR also plays a vital role,” she adds. “In the last two years, we’ve developed internal courses and workshops on our corporate culture, company values, customer experience strategy and a new customer promise, leadership, etc. We’ve established a new governance structure and built a community with country-specific CX Champions who locally manage and implement our CX program.”
Hitting the road!
SD Worx has a long tradition of involving its customers as much as possible, but we needed structure to optimally use that valuable information. Sigrid: “In 2023, we’ve set up a new NPS methodology and tooling, a structured flow for feedback processing and for churn, so this will be aligned for all our customers everywhere. Also, we have implemented new metrics and measurement tools to track the impact of our initiatives, allowing us to gather even better customer insights. After raising data awareness and rolling out a process of ownership, 2024 will be the year of adoption.”
Enriching the lives of our customers
“Like any other company, we need to ensure we have satisfied customers, so that they also ensure happy employees,” Sigrid concludes. “If we create a spark for our clients – and thus foster employee happiness – they in turn can do the same for their customers, and so on, creating a positive chain reaction from which our society will benefit. As a company, you must take on that responsibility. That’s what I ultimately want to achieve with CX.”