PHH Arval was recently 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 (CXPA) 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, titled “Mapping the Journey to Excellence in Customer Experience” that focused on the organization’s use of a Journey Map to illustrate every customer interaction. Additionally, PHH Arval was honored as a Bronze Stevie Award winner in the Business-to-Business Marketing category for the company’s campaign titled “Creating the Customer Experience.” (For additional information, see press release announcing PHH Arval’s status as a finalist.) “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.” 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 email, phone, in person, etc. By doing so, we can identify areas where we can improve our interactions with customers. “Providing a flawless customer experience is a top priority for us,” said Zuidema. “Our Journey Map allows us to focus on the quality of each customer interaction.” To assemble the Journey Map, the company conducted a series of internal team meetings to identify the nearly 200 ‘touch points’ of customer interaction and understand how customers feel about these interactions. The Journey Map virtually displays how each interaction is related, which allows for a more in-depth analysis and view into the information.