Communication and customer experience
Customer-specific sustainable solutions
As customer needs change, in line with digitalization and other trends, the Duni Group develops its ways of working. Customization is a necessity for success today – and tomorrow. This involves getting to know our customers and their needs throughout the customer journey, and using this as a basis to create a positive customer experience and to offer relevant products and services.
THEME: EXPERIENCE
“As a result of changes in the world around us, customers want greater individual customization. At the same time, the line between channel and product is now more blurred. In our digital pilot project in Switzerland during 2020, all customers will gain access to the entire product portfolio but also to quick individual customization.”
Marielle Noble, Communications & Customer Experience Director
A clearer offering
Improving the customer experience is one of the cornerstones of the Duni Group’s strategy. Our overall offering is now large, and starting in 2020, our products will be sold under our primary brands, Duni and BioPak. This change was made to make both product choices and communication clearer. The Duni brand offers inspiring solutions primarily for the set table, now with a focus on making this product range fully sustainable. The BioPak brand offers innovative, sustainable packaging for food. The Group will be called the Duni Group going forward.
Goodfoodmood 2.0 – increased focus on sustainability
In accordance with its split into two brands, Duni and BioPak, the Duni Group has revised the meaning of Goodfoodmood®. In line with the clear strategy to deliver the best customer experience and increased focus on sustainability, the Group’s vision is now to be a Global Creator of a Sustainable Goodfoodmood.
The goal is to tie together both brands, Duni and BioPak, into a broad and inspiring offering where sustainability is a given.
Better customer experience with digitalization
Digital solutions are becoming increasingly important to drive simplification and efficiency at every level of the value chain. In 2019, the Duni Group initiated a pilot project in Switzerland to learn more about and develop digital solutions that benefit end consumers as well as our distributors. Customers will be able to make purchases and see their order history online, while also being able to access product information. Additionally, we launched an app where customers can try out and compare different solutions for the set table virtually.
Increased demand for services
The Duni Group sees increased demand from grocery stores and retail outlets, as well as from customers in the HoReCa segment, for various services that drive simplification and efficiency. In 2019, we took a major step toward strengthening our role as a knowledge partner in environmental issues where the Group’s expertise is in demand. In innovation and corporate development, which the Duni Group strengthened in 2018, efforts gained pace with new partnerships in areas such as recycling.
