It was a night of huge celebration for Brenntag and their research partner B2B International, being awarded with Silver in the B2B Customer Experience category at the prestigious UK Customer Experience Awards 2020 (UKCXA’20). A coveted event of acknowledgement and celebrations by the global customer service community, the UK Customer Experience Awards are noted as some of the highest accolades to the customer centric drive for people and organisations. This year’s keynote speaker was New York Times best-selling author Fred Reichheld, creator of the Net Promoter System of Management (NPS).
Whilst high levels of customer service have been inherent to Brenntag, four years ago the company set out on a journey to enshrine service excellence as a core value throughout the whole organisation. This started with developing a truly best in class insight program which put the customer and their feelings at the heart of everything it does.
Headquartered in Leeds, Yorkshire, Brenntag UK & Ireland is the market leader in the distribution of chemicals and ingredients across various industries. The company offers its customers a wide range of products and ingredients, technical and formulation support, regulatory guidance and compliance advice. Their 900 employees across the twenty four sites in the UK & Ireland work to ensure the delivery of vital supplies to critical industries such as water treatment, food & nutrition, pharmaceuticals, and hygiene, to name but a few.
Core to the Service Excellence value is the Customer eXperience (CX) programme. This has been a significant cultural change within Brenntag, uniting colleagues in their aim to provide the very best customer experience to every customer, every day. The programme is positioned around delivering world class customer experience and is not only targeted towards current customers and winning their loyalty to the business, but to also grow industry reputation and maximise all opportunities to encourage potential customers to trade with Brenntag in the future.
Shaun Myers, Director of Supply Chain and Service, Brenntag UK & Ireland, says: “When we set out to achieve our goal of becoming the easiest supplier of chemicals and ingredients to deal with, we were ready to take up a challenge of building a truly customer focused culture across our organisation. The UKCXA’20 Award for B2B Customer Experience reflects the great efforts of all of our teams, and I am absolutely delighted that our true customer focus has been recognised this way. Thank you to our colleagues who continue to dedicate their efforts into making Brenntag the easiest company to deal with. “
Brenntag’s commitment to deliver great customer experiences across the many industry sectors has also been recognised by businesses nationwide, as the company has been recording significant improvement in their Net Promoter, Ease of Doing Business and Customer Satisfaction scores throughout. The step change was made possible by listening and responding to customer feedback. It is the ongoing open conversation to working in partnership that has helped shape Brenntag as it is today. Over four thousand customer interviews later, it is a fitting testament to Brenntag’s dedication and commitment to customer service that the organisation received such a high profile accolade from the CX professionals worldwide.
So far close to 400 Brenntag employees received a comprehensive training in customer experience, with more members of Brenntag teams signed up to take part. Shaun continues: “The dedication of all Brenntag colleagues have clearly been recognised by customers, as our net promoter, ease and customer satisfaction scores are an all-time high. Our work, however, is certainly not over. I would implore our industry colleagues to continue their dialogue with us about what is working well and how we should continue on our journey to deliver a truly memorable positive Brenntag experience to every one of our customers, every day”.