The SheTrades Mauritius Hub, in collaboration with DHL, conducted the seventh session of the Trade Beyond Borders programme on Thursday, 12th June 2025. This marks another milestone in mastering the fundamentals for sustained commercial viability.
The theme of the webinar was ‘Customer is Queen’. It highlighted the significance of adopting a customer-centric strategy to help businesses differentiate themselves in competitive markets and drive sustainable growth.
The programme was delivered by two distinguished experts
- Ms Sindiswa Mafa from DHL Express South Africa
- Mr Martine Kamau from DHL Express Kenya
The workshop sought to equip women entrepreneurs with the tools and techniques for delivering exceptional customer service.
Customer excellence goes beyond traditional service and represents a strategic commitment to delivering consistent high-value experiences, fostering customer loyalty, brand advocacy and boosting profitability. To achieve customer excellence, it is important to understand and manage customer touchpoints, develop customer journey maps and continuously optimise key areas that influence customer satisfaction and loyalty. Focus was placed on consistently collecting and acting on feedback to stay attuned to evolving customer expectations.
Through practical exercises, the participants crafted value propositions based on comprehensive customer profiles. These hands-on examples provided actionable insights into delivering personalised experiences.
By the end of the session, participants felt a renewed commitment to customer excellence, gained practical strategies they could implement immediately and developed a clear understanding of how DHL maintains its global leadership position in customer satisfaction.
To conclude the series of capacity-building sessions under the Trade Beyond Borders programme, a final session will be held on Thursday, 26th June 2025 on ‘Leading people through change’.
