| HOLDING HANDS FOR SUCCESS | |||
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| Date Of Issue: | 08/10/2010 | | |
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PRESS RELEASE FOR IMMEDIATE RELEASE HOLDING HANDS FOR SUCCESS Customer Service Program Proves a Big Hit for Crown Relocations LONDON, August 2010— Crown Relocations, a worldwide leader of global mobility services, domestic and international transportation of household goods, and departure and destination services, is setting a precedent in customer service with its "Holding Hands" initiative. Since launching the scheme in 2008, the firm has seen impressive improvement in customer satisfaction levels, with 97 percent of customers saying they'd use Crown again. "Holding Hands" focuses on training employees throughout the business in areas such as cultural awareness and communication behaviours, and enabling idea generation from staff to support the company's service and business development. The process of reviewing customer feedback throughout their relocation is an integral aspect of the initiative, including the likelihood that customers would use Crown’s services again in the future. Indeed, by the end of June 2010, 94.1percent of customers who responded were very satisfied with the service they had received, an increase from 87.5 percent at the end of 2008. In addition, the percentage of customers who said they would use Crown again rose from 94.3 percent to 97 percent. Stuart Lawson, Quality and Training manager at Crown Relocations, explained: "When implementing a new program, such as Holding Hands, it's important for companies to assess the long-term effect it has on the company. We are very excited about the impact that Holding Hands is having on our colleagues, especially because this is translating into successful customer experiences. "Furthermore, the fact that an impressive 75 percent of all customers return a feedback form shows their willingness to share an opinion of their experience with us." All of Crown's six offices in the UK review both positive and negative customer feedback on a weekly basis to stimulate improvements. In addition to introducing a weekly top tip, supplied by employees and related to a reward for successful submissions, the company has linked the scheme to its Employee of the Month award. Under Holding Hands, the Employee of the Year scheme is based solely on customer nominations, encouraging employees to continue delivering Crown Relocations' quality service everyday. Nominations for the award have increased by 53 percent, with 3,200 staff nominated last year, emphasizing the improvement in customer relations. Stuart added: "The changes we have seen are particularly pleasing and the figures speak for themselves. We are now exploring ways in which Holding Hands can develop in the future in order to maintain and build upon its success." Crown Relocations Crown Relocations (crownrelo.com) services include expense management, policy consulting and program administration, online tracking tools, storage, transit protection, home and school search, intercultural services, and domestic and international transportation of household goods. We provide services for corporations, diplomats and private customers. Crown Relocations operates from over 180 locations in 55 countries. Crown's other divisions include Crown Fine Arts, Crown Records Management, Crown Logistics and Crown Wine Cellars. Crown was established in 1965 and is a privately held company with global headquarters in Hong Kong. # # # GLOBAL & AMERICAS: Natalie Graveney Crown Relocations 1401 Summit Ave, Suite 10 Plano, Texas 75074, USA Telephone: 1 972 422-4288 E-mail: ngraveney@crownworldwide.com ASIA-PACIFIC: Susanne Österholm Crown Worldwide Holdings Ltd. Suite 2001, MassMutual Tower 38 Gloucester Road, Wanchai, Hong Kong Telephone: 852 2528 6111 E-mail: sosterholm@crownworldwide.com EUROPE/MIDDLE EAST/AFRICA: Marco Dilenge Crown Worldwide Wolf-Heidenheim-Strasse 12 Frankfurt, D-60489, Germany Telephone: 49 69 1539-4000 E-mail: mdilenge@crownworldwide.com | |||