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10 | PEOPLE FLOW
KONE CARES
TEXT
RANDEL WELLS
PHOTOS
KONE
Finding out what the customer expectations are and shaping the business accordingly
is how KONE keeps producing solutions that keep their customers happy.
K
ONE has a long and strong
tradition in technology and
product development, in-
troducing game-changing
technologies to an indus-
try where the fundamentals had not
changed significantly in decades. Much
of KONE’s success can be attributed
to its technical prowess, but to remain
successful, the company needed to up
its game.
In 2005, KONE rolled out a complete-
ly new strategy with a number of devel-
opment programs. One of the programs
identified was customer focus.
“We decided then that we needed
to start listening to the customer much
more than we had been,” recalls
Juho
Malmberg
, Executive Vice President of
Customer Experience at KONE.
The customer focus development
program led to many concrete actions,
such as creating a new global sales
process. It redefined how KONE sells
solutions and included grouping
customers into unique segments. To
further support sales teams, KONE
implemented a global customer rela-
tionship management (CRM) system.
It was then integrated with a renewed
KONE.com website that brought to cus-
tomers a number of fresh online tools.
Customers can now work with layout
drawings, make product comparisons,
estimate traffic calculations for optimiz-
ing People Flow™, and more.
CUSTOMER RESPONSES
GENERATE INITIATIVES
Understanding the customer is the cor-
nerstone for everything KONE does to
build a better experience for customers.
Along with the new strategy five years
ago, KONE adopted the Net Promoter
Score (NPS) as the main tool for gather-
ing information about customers and
learning from them.
Each year KONE interviews some
20,000 customers globally, utilizing the
results to identify important areas for
development in customer service.