F2F Customer Experience and Miele’s Way of Approaching It - Journal

Miele is not just a single premium brand that is trying to sell more products – they are a family business and all customers are members of this family.

How are you dealing with basically non-existent face-to-face customer experience? What is its role within your company specifically?

Miele as a 121-year-old traditional premium brand still focusing on the F2F customer experience in this digital world, on top of the digital solutions we are offering personalised services & solutions via sales and customer service experts also. Miele is not just a single premium brand that is trying to sell more products, but we are a family business and all customers are members of this family.

How are you handling the huge amount of data to better target customers and suggest products they really need?

Miele is still focusing on the face-to-face interaction with the customers, after the first virtual or personal meeting, offering few rounds of additional negotiation in the Miele showroom or at the customer site, we try to fully understand the customer needs, then we start a long journey together…

What is the biggest challenge you face while creating tailor-made customer experience?

Trying to be different from all other brands means always offering exactly the products and services the customers really need for their “life”, and being there in time when services or solutions are needed.

Attila GERZSEI is a Director of Client and Customer Service from Miele, but most importantly, he is a father of two – his son is 8 years old, his daughter is 5, and they are the most important elements of his life. Secondly he is a renaissance man with engineer background, but with economic and art focus resulting him to be a 44 years of age alien living in Szentendre, Hungary. A maximalist and a result-oriented man at all times, who tries to be the best in everything and serve the clients on the highest level regardless if we are talking about a global company customer like at Samsung or Miele, or just a private client in their family owned business. Travelling, culinary and design are the magic giving him inspiration all the time. India, China, Morocco and so many spiritual journeys around the world, the modern culinary with extraordinary dishes or just some traditional food with a special twist, and designing chic apartments in the heart of Budapest – this is Attila.
His journey at Miele: Tradition, quality, engineering and premium brand, where they try to offer extraordinary customer experience during the whole customer journey starting with the product purchase and ending somewhere minimum of 20 years later.