In 2016, the Confederation of Indian Industry (CII) institutionalized the CII Award for Customer Obsession, which recognizes companies that promote and practice a culture centered around their customers. The program also helps organizations to better understand the various elements that are essential for developing and delivering superior customer service across the value chain.
The award program was based on the requirements of the CII IQ Excellence Framework for Managing Customer Experience, along with their scoring guidelines. The comprehensive, rigorous assessment is designed with international business practices in mind. Once past the initial application phase, companies must then complete a self-assessment which included: an organizational profile with accompanying brief narration (mission, vision, products offered, market share, value proposition, etc.), and the results of key customer-focused processes, strategic objectives, supply chain results, engagement, experience and satisfaction results. Scoring for each of the requirements were based on four factors: Approach, Deployment, Learning, and Integration. For the results category, the scoring was based on four factors: Levels, Trends, Comparisons, and Integration. From there, tangible evidence was required in order to prove eligibility.
BDP International, India was pleased to meet the key criteria in order to warrant the next step in the process: an onsite assessment.
The onsite assessment took place in October 2018 – we welcomed the Lead Assessor and Assessor who had several meetings with the various department leaders, including products, strategic and key accounts, operations, customer service, and HR, and completed the detailed assessment. Additionally, there were face-to-face interactions and interviews with select customers and stakeholders organized by the assessors.
On January 22nd, 2019, BDP International was selected as a winner in the category of “active customer engagement”.
This outstanding achievement is a further testament to BDP’s ongoing mission to deliver the best global logistics solutions to our customers. BDP India has cultivated a very unique culture that is driven by putting the customer first, always.
I was honored to have accepted the award on behalf of BDP at the ceremony in New Delhi, but the award belongs to BDP International, India, as this was truly a team effort.