Values - Customers

We put our customers at the center of what we do.

We anticipate, respond to and meet our customers’ and consumers’ expectations by providing the best value, quality, and most innovative brands and technologies.


 
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Guiding Pattex customers around the shelves

Market research studies into consumer behavior during the purchase of adhesives have shown that they feel overwhelmed by the huge variety of products on show. So Henkel has developed a new shelf concept for household adhesives in DIY stores. It quickly leads consumers to the right product, increasing their satisfaction at a stroke. Colored orientation aids and a new classification structure within the shelving take the frustration out of the search. Plus: our widely known brands Pattex, Pritt and Ponal now have a new packaging design with clear category designations.

An easy-to-use customer advice computer with an online link at the shelving offers additional information on the bonding performance of more than 1,700 types of adhesive. By mid-2011, around 1,000 DIY stores will be equipped with this new adhesive product shelving system.



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Trade marketing manager Dagmar Nelles (left) and Jochen Wagener (second from the left), Head of Marketing Consumer Adhesives Germany, talking to do-it-yourselfer Philipp Schmid at one of the newly designed Pattex shelving systems.
Trade marketing manager Dagmar Nelles (left) and Jochen Wagener (second from the left), Head of Marketing Consumer Adhesives Germany, talking to do-it-yourselfer Philipp Schmid at one of the newly designed Pattex shelving systems.
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Pattex brings the internet to the shelves: with a camera phone, the link in the form of a quick response code on the pack is instantly captured, enabling the relevant web page to be quickly retrieved.
Pattex brings the internet to the shelves: with a camera phone, the link in the form of a quick response code on the pack is instantly captured, enabling the relevant web page to be quickly retrieved.
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A special web page adapted for cell phones offers directly information about Pattex-products on the shelves.
A special web page adapted for cell phones offers directly information about Pattex-products on the shelves.
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Creating added value for customers

Focusing on our customers and consumers is key to our success. Hence our corporate value of putting our customers at the center of what we do. And it isn’t just our employees in Marketing, Customer Services or Sales and Distribution – the people who are in direct and daily contact with customers – to whom this applies, it’s all our people. Because whether in research, human resources or accounting, the decisions made invariable filter through to our customer relations.

In all that we do, this core value reminds us that our customers in industry, in retail and in the building trades are more than just purchasers of our products, technologies and services – they are also our partners. Together with them, we develop solutions tailored to their specific needs. Our solutions also increase the quality and sustainability of the products that our customers offer to their customers. For example in the automotive industry where our customers are constantly striving to produce innovative vehicles capable of withstanding extreme stresses and loads. To assist them in this endeavor, our experts work closely with their experts, researching and testing in order to develop the right adhesives, sealants and surface treatments. Applied to car bodies, our products and technologies increase accident safety, damp vibrations and noise, protect against corrosion, reduce weight and thus fuel consumption, and extend vehicle service lifetimes.

Through our innovations, we create added value for our customers and consumers, at the same time laying the foundation stone for further growth in all our markets.

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Increasing customer satisfaction

“We want to enhance the satisfaction of both our trade customers and our consumers within successful, enduring business relationships. Our retail clients are also our partners and an integral part of our business model. Consequently, we need to ensure that their expectations are fulfilled to the best possible degree. Only by focusing on our customers can we achieve our full business potential. So it is all the more important that we support our trade clients in their efforts to satisfy the consumer.

Innovative solutions such as the new Pattex shelving system with its clear structure, informative labeling, and the integral computer for direct access to the latest information on the internet, ensure that consumers in the DIY store quickly get the details they need. Because these new concepts enable them to find the right adhesive, there is less load on the sales personnel, and the number of mis-buys, returns and complaints is reduced, thus promoting customer satisfaction.”




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ASK Academy Schwarzkopf trains hairdressers

ASK Academy Schwarzkopf offers hairdressers in 38 countries professional training to provide both technical and business know-how. Over 460,000 hairdressers passed through these Schwarzkopf Professional courses in 2010, learning cutting, coloring and styling techniques as well as management skills.

In Asia and South America in particular, ASK helps to establish training standards and development courses for hairdressers.

www.ask-schwarzkopf.com




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Practical tests for the cars of tomorrow

In the Global Technology Center of the Adhesive Technologies business sector in Heidelberg, Germany, customers and employees are trained and innovative adhesives, sealants, coating technologies and application processes developed – all to the highest standards. Our experts carry out tests for and develop prototypes with clients from the automotive, components and transport industries. Our customers benefit enormously from the knowledge of our adhesives experts, with optimum solutions the invariable outcome.




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