SPARKS, MD – PHH Arval was recently recognized by two organizations for its innovations in customer experience. The company earned the 2012 Customer Experience Innovation Award from the Customer Experience Professionals Association (CXPA) and was honored as a Bronze Stevie Award winner from the American Business Awards.
PHH Arval won the 2012 Customer Experience Innovation Award for its nomination, titled “Mapping the Journey to Excellence in Customer Experience” that focused on the organization’s use of a Journey Map to illustrate every customer interaction.
Additionally, PHH Arval was honored as a Bronze Stevie Award winner in the Business-to-Business Marketing category for the company’s campaign titled “Creating the Customer Experience.” (For additional information, see press release announcing PHH Arval’s status as a finalist.)
“We are honored to be recognized for our advances in customer experience,” said Dave Zuidema, PHH Arval Senior Vice President, Customer Experience. “We believe these awards illustrate that we are on the right path of elevating traditional customer service to a customer experience.”
Both awards focused on PHH Arval’s use of a Journey Map, which was developed as part of PHH’s commitment to the customer experience. PHH Arval’s goal is to understand why and when customer interactions occur – whether it’s via email, phone, in person, etc. By doing so, we can identify areas where we can improve our interactions with customers.
“Providing a flawless customer experience is a top priority for us,” said Zuidema. “Our Journey Map allows us to focus on the quality of each customer interaction.”
To assemble the Journey Map, the company conducted a series of internal team meetings to identify the nearly 200 ‘touch points’ of customer interaction and understand how customers feel about these interactions. The Journey Map virtually displays how each interaction is related, which allows for a more in-depth analysis and view into the information.
“We believe that technology shouldn’t replace relationships – it should enhance them, and enhance our customers’ experiences with us,” said Zuidema.
Additional 2012 Accolades
In addition to winning the 2012 Customer Experience Innovation Award from the CXPA, PHH Arval has also won:
Two prestigious supplier awards from Diebold, Inc., a global leader in providing self-service security systems and services. This is the third year in a row that PHH Arval has won a supplier award from Diebold. (See press release for additional information.)
A third outstanding customer support award, which was presented to PHH Arval’s Driver Response Team, from the Fraser Group.
Background on the Awards
The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. This year, the organization created a new award to recognize successful and innovative work in the customer experience space.
The American Business Awards – nicknamed “the Stevies” for the Greek word “crowned” – are the nation’s premier business awards program. All organizations operating in the United States are eligible to submit nominations – public and private, for-profit and non-profit, large and small.
