How a Customer-Centric Focus Promotes Loyalty, Open Communication and Better Products

By Minna Arminen, Manager, Customer Experience, Diebold Nixdorf

Diebold Nixdorf has always been an innovator — from our earliest bank vaults and ATMs — to our next-generation Payments processing platform thats modernizing the future of the payments ecosystem. Our software is powering millions of ATMs and point-of-sale devices around the globe, securely handling millions of transactions every day. But in addition to innovating the best hardware or software solution, our newest area of innovation includes enhancing strong relationships with our customers.

Diebold Nixdorfs impressive portfolio of customers includes the world's largest financial institutions and retailers. Our customers choose our products because theyre innovative, user-friendly, and industry-leading, but just like software can be improved, so can customer relationships, which is a critical part of our focus.

While many companies that focus on customer experience (CX) specialize in business-to-consumer sales, Diebold Nixdorf knows that focusing on the customer is equally important for business-to-business sales. After all, these relationships last years, if not decades. For new customers, this starts with onboarding, which is similar to the process of a new hire joining a company, but with a greater focus on showcasing the software package, including functionality and training. Our CX team also ensures customers have the support they need to best utilize our products and solutions and gives the company visibility into their own metrics and KPIs.

Diebold Nixdorf integrates CX into everything we do, and our customer-centric approach isnt  the job of just one team: it involves everyone from sales and support to development and training, encompassing everything we do to ensure our customers have the tools and knowledge to be successful. At the same time, CX is a two-way street, and we want our customers to engage with us as much as we do with them. This two-way dialogue and interaction not only goes a long way to enhance the relationship but it also gives us key insights into what were doing right when it comes to our products and what we could improve. This feedback can also spark the development of new features and services and help fine-tune existing products, particularly in the early phase of new product development when getting a trusted outsider's view is invaluable.

Diebold Nixdorf's culture has always been about supporting our customers. In fact, its a key reason why weve been so successful at developing long-term relationships with the best-known names in the financial services and retail industries. Our CX team is filled with passionate customer-centric advocates who will work to build stronger bonds with our new and existing customers, create more effective ways to communicate with them, and ensure they take full advantage of what our software can do for their operations. Our goal is to create a mutually beneficial relationship that can withstand the test of time.

For more information about Software careers at Diebold Nixdorf, visit our Careers page at Careers | Diebold Nixdorf


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