Creating a new culture: The CERT challenge

Drawing on the experience gained from the recent turnaround of fortunes at The CERT Group, describes the key role of customer service and the challenges associated with establishing a service culture in one of the UK’s leading third party logistics providers. The process was so successful that the company branded it “success with service”, thereby helping internal staff buy into the company’s mission and live the company’s mission, as well as delivering direct benefits to the company’s bottom line, by assisting customer retention and winning new business.