Helping “ONE TEAM CEMEX Go” across Europe, Richard Cowley shared his experience with Bulk Cement customers recently on a short video.
Richard explains: “CEMEX Go is for our customers so I try to understand customer needs and how CEMEX Go can benefit them, and approach with a positive manner. I’ve found it easier with office-based customers and pick the best time to visit them, e.g. when they place orders. I may ask them to place orders in advance and I look for support of Senior people/Directors in the customer to help drive CX Go adoption.
To overcome older demographics, I relate CX Go to other personal platforms, e.g. online shopping, online holiday booking. If customers say they prefer to use the phone, I ask them to try CX Go and report back in two weeks. It is vital to give onsite support with repeat visits or telephone calls – and keep asking have you placed an order yet?”