PHH Arval recently was 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 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, “Mapping the Journey to Excellence in Customer Experience,” that focused on the organization’s use of a Journey Map to illustrate every customer interaction. The company was honored as a Bronze Stevie Award winner in the Business-to-Business Marketing category for the company’s “Creating the Customer Experience” campaign.
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 e-mail, phone, in person, etc. By doing so, the company can identify areas where it can improve its interactions with customers.
“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.”