From ship to shore, our Director of Customer Care Luciana Slomp ensures good customer experiences throughout Aker BioMarine’s entire value chain. Our fully transparent value chain stretches from sustainable krill harvesting in pristine Antarctic waters through our Montevideo logistics hub, Houston production plant, and all the way to customers around the world.
Last year Luciana was recognized as Top 10 professionals in the Young Leadership Talents award in Norway in the category of company developers.
Here are her five best tips for succeeding with global customer care:
1. Be reliable and available
A high quality and reliable customer service system can help you stand out from your competitors.
We take care by confirming the order as fast as possible, scheduling shipment with reliable shipping companies, making sure the documentation is accurate and delivered on time. We also work proactively by constantly looking for new solutions for our customers. Each customer is special for us and we do our best to fulfill their individual needs and provide a positive customer experience. One of our goals is that we want customers to experience how easy it is to do business with Aker BioMarine. Therefore, in 2018 and 2019 the focus will be on simplifying the internal process and in 2020 we will simplify external processes.
2. Provide your team with the right tools
Your employees should be provided with all possible tools to ensure they are able to do their job in the best achievable way.
You're only as good as the tools you use
Source
As responsible for customer care at Aker BioMarine, my role is to provide my team with the right tools, environment, and strategic direction. For me, it is important that each team member has the trust to make decisions that will contribute to the overall customer experience.
3. Know your customer like the back of your hand
For a customer to keep coming back to your business it is important to know them like you know the back of your hand.
Each customer is special, at Aker BioMarine we do our best to fulfill their individual needs and provide a positive customer experience. We aim to not only deliver a product but also give a personalized care, listen to their needs and innovate on their behalf.
4. Create a customer-centric culture in your organization
There is only one boss. The customer. And he can fire everyone in the company from the chairman on down, simply by spending his money somewhere else
Sam Walton
To create a customer-centric culture in Aker BioMarine we have done some changes. In the past, our department used to be called Logistics. With minor focus on what the customer's needs were, and with more focus on the logistics, there was room for improvement.
After a strategic session with all team members, we decided to change the name. We wanted to go beyond logistics services and do more than just deliver as promised. Now we also wanted to make it simple to our customers and take care of their needs as well. The new name “Customer Care” represented this much better and it also created a more customer-centric culture within the organization.
5. Stay on top of the trends
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better
Jeff Bezos
This year Aker BioMarine was named Europe's most innovative company after a year-long journey in Europe's biggest and most prestigious business competition, the European Business Awards. In 2017, Aker BioMarine also won the award as Norway's most innovative company.
In recent years, Aker BioMarine has made significant investments in researching and developing new products. Since we are open for new ideas we manage to stay on top of the trends. There are several trends for customer care, such as:
- Live chat and live video streaming- the customers have the chance to contact you in real - time.
- Social media - customers can contact you on social media.
- Smartphones - more customers are using a mobile phone to look up product reviews, compare prices or find alternative store locations.
If you want to provide the best customer care to your customers, it is important to stay on top of the trends and be innovative.
Behind the scenes with Luciana
During my business bachelor studies, I started working in a Swedish Steel company in south of Brazil. In 2008, I was expatriated to the Swedish HQ to roll out SAP ERP globally. This was my first international experience and it opened my passion for working in a diverse and global environment.
In 2015 I received my master’s degree in management studies at Stockholm University, Sweden and Fudan University, China. After my graduation, I moved to Norway and started working at Aker BioMarine.
The complex and sustainable value chain, global business and unique product were the main reasons I was attracted and made me join Aker BioMarine. Aker BioMarine is a wonderful company and I really enjoy solving challenges together with my colleagues and the team.
What inspires you?
The search for progress, not perfection.
What’s your guilty pleasure?
Popcorn. Extra butter.
What does AKBM mean to you?
A company that allows you to think big and outside the ordinary.
Are you a dog or a cat person?
Dog.
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