Dear readers,
Where does the customer focus begin? I am convinced that it does not just start with excellent service and outstanding solutions, but much earlier on. It starts when we listen to our customers. Only those who really listen can find out what is troubling the other person. Those who truly really listen can avoid misunderstandings. This allows solutions to emerge that are in line with what is wanted and required. And when these are then also put into practice, all the parties involved can feel satisfied. That is one of the reasons why our cover story, which revolves around the topics of customer focus and customer satisfaction, is also closely linked with listening.
Customer focus itself is nothing new, even if it has not always been called that. Sometimes it appeared in the guise of friendliness, reliability, good value for money, or outstanding service. Customer focus has therefore always been one of the most important factors in every successful business. Just think of the many small shops where customers are greeted by name, where their wishes and needs are known, and where the product range is tailored accordingly. That is an outstanding service that has been brought to life. The topic therefore remains both current and pivotal. From the perspective of trans-o-flex, the topic is so important that we have decided to approach it in a systematic way and implement it meticulously – in projects, in all our processes, and not least in dialogue with you. How exactly we are going about this therefore forms the focus of our cover story.
Of course, we have also compiled many other important insights from the world of trans-o-flex for you. My favourite section in this magazine goes by the name of Customer Solutions. In this issue, for instance, we show you how trans-o-flex delivers to addresses in 19 European countries for Ludwig Bertram GmbH, a company specialising in medical aids and healthcare products for people and animals. We also show you how pharmaceutical wholesalers, as members of an association, benefit from a special framework agreement concluded by trans-o-flex with the association. And we show you the many ways in which direct shipments can be used as a logistics problem-solver: whether as a means of transport for 5,000 books to the Federal President’s citizens’ festival, the delivery of hazardous goods to a European island, or even the delivery of relief supplies to a war zone. The possibilities are virtually limitless – feel free to put our service to the test whenever you need it.
But first, I wish you an enjoyable and interesting read!
Kind regards
Martin Reder Chief
Executive Officer
