By: Shlomit Drezner, Co-CEO
The inspiration for the development of OCEAN’s business model came from inspiring the world of education in which I worked for many years as a diagnostician and child caregiver for learning disabilities. The multi-systemic treatment method, which I implemented, was according to the method of psychological treatment – client-focused therapy.
When I entered the world of international mobility through the shipping service, I looked at the customers and realized that it was only through putting customers at the center of the process of relocating the center of life to another country, with a deep understanding of their needs in the transition process that I would be able to create value for them (USP).
I have learned that the initial interface with the client has aspects that come from the field of treatment (listening / inclusion / organization) and therefore it is important that the initial response be that of a role holder who has these abilities.
The broad familiarity that is created by tightening the relationship with the mobile and his family by channeling attention to the transition process in which he/they are located has shown that we will never be able to see through the glasses of customers their worldview, and how they reach decisions, but we manage to discover every day the deep needs and trends.
The principle of the customer at the center says that his opinions and worldview, the customer’s statement, should guide the sale of the service. We as relocation experts listen to the customer’s words, understand where he is in the mobility process, reveal relevant information to him, and offer him a service or services that can help him.
Placing the customer’s voice in the center (VOC) requires a team of employees with clean listening ability (BEING ATTENTIVE), in order to meet the customer’s needs and desires at any point in time when he is in deliberation, organizing for the exit or return, and in acclimatizing to the destination, without giving priority to any service and without judging his decisions.
By listening cleanly to the customer’s voice, we are able to collect information from different channels, create layers of learning, analysis and understanding what services are right for him and what we need to change within the service. We are confident today after several years of experience that the significant insights we received in accompanying the customer in the process (from departure to return) enabled us to build precise services.
As a result of this move, we have narrowed the gap between the customer’s expectations and the service he receives, thereby improving the customer experience and as a result of the satisfaction.
What does a customer at the center mean as Ocean sees it?
- Developing a program that relates to VOICE OF THE CUSTOMER (VOC) and is based on observing and listening to customer interfaces before offering solutions – the customer comes to the WE MOVE CENTER and meets the journey managers
- Documentation and concentration of multi-data – dysplinari in one place (duration of relocation / family status / leaving assets in origin and more)
- Analyzing the information
- Formulating an insight and deciding on providing solutions while sharing the customer, so that the customer has a clearer understanding of the transition process and understands what solutions the relocation world has to offer him in order for the transition to be part of a minimum of shocks.
The things that are important to the customer:
If we look from the customer’s point of view, what is important to him: that the language be clear and simple, access to information about what services exist in the world of relocation, someone neutral, who will accompany him in the process so that there will be no expectation gaps between the service provider and the customer. The relocation journey manager’s interaction with the customer at the interface points constitutes a kind of critical “sharing moments” that drive customer loyalty and determine whether his experience was positive or not. Quality and service experience are an important strategic asset.
We see that since customers’ needs are changing, there must be flexibility and dynamism in every service in order for us to provide a professional response. The service provider cannot be rigid, because then he will not have an advantage with the customer, for example in the whole context of the international shipping service we see a trend change, because the customer changes addresses several times he treats furniture and personal belongings differently. In many cases he decides to “give up” the furniture because he has options that are more suitable for him. The customer prefers to be allowed to choose what is right for him in the relocation package, converting a service in another service, reducing volume and taking additional service and more.
And in summary
We believe that through listening, containment and being an accumulated anchor of information we will be able to identify the highlights with the successful accompaniment of each client with the aim of copying the quality of life from the “home” country to the “host” country. To the extent that we reflect the professional information based on experience in accompanying thousands of customers, we will do so in a smart, efficient and accurate way so that our customers can immediately begin their routine by arriving in the host country and maintain a sense of security and improved standard of living throughout the relocation period, with us by their side.
