Customer centric means being very close to the customer.
Customer in focus
Customer orientation is a central value of our corporate culture and is firmly anchored in the Tchibo DNA. We want to inspire our customers again and again and involve them in walking the path towards more sustainability together with us. Because we are convinced: It's not just about our future as a company, but about our future as a society. Sustainability must reach all households. We are making our product ranges increasingly sustainable in order to enable our customers to live a more sustainable everyday life.
Sustainable Products
For us, sustainable products are those for which we minimize the negative impact on the environment and people throughout their entire life cycle. This means we look closely at the entire supply chain to ensure that manufacturing is done responsibly.
This means specifically:
- We take into account the entire production cycle as well as the environmental impact during production, use by customers and recycling (end-of-life).
- We rely on sustainable and recycled raw materials in our products and packaging. When we develop our products, we check their longevity and recyclability in order to reduce the ecological footprint.
- We respect human rights when growing coffee, cotton and wood and when manufacturing our products.
Our range mainly includes coffee, textiles made of cotton and viscose, furniture and other products made of wood - this is also where we focus our work. Sustainable products are easily identified by green sustainability ribbons, which can be found both on the packaging and in our webshop.
Sustainability Communication and Information
The prerequisite for promoting responsible consumption is not only the offer of sustainable products, but also supportive sustainability communication, because it offers customers a basis for decision-making and contributes significantly to increasing the acceptance of the products. We offer both comprehensive sustainability communication and specific product communication:
- Sustainability in general and overarching: We represent authentic and credible corporate communication and provide detailed information on the following platforms: www.tchibo.com, www.tchibo.de, https://www.tchibo.com/de/de/blog and www. tchibo-nachhaltigkeit.de . In particular, on our sustainability page www.tchibo-nachhaltigkeit.de we document our sustainability commitment in detail, including strategies, sustainability reports, policies, guidelines, memberships as well as the goals and results of our sustainable efforts - these are accessible to everyone.
- Product-related: We provide product information, especially about the material, both on the packaging and in more detail online. Sustainability elements are clearly visible on the front or back of the packaging, e.g. through green ribbons, to make sustainable products easier to recognize. Certified materials are identified by appropriate seals.
Simple and understandable
In order for our customers to choose our sustainable products, we have to explain sustainability in a credible, easy-to-understand and friendly way. We use credible and understandable language as well as easy-to-understand symbols and product information.
Authenticity and honesty
The trust of our customers is the essential basis of our success. That's why it's just as important to us to highlight gaps. We are “on the way”, not perfect and don’t want to pretend to be perfect. On the contrary: We also draw attention to grievances and show where we have not yet reached our goal but are on the way there. Because this is also important so that our customers feel taken seriously, but also so that we as a business community, civil society and politics work to find new ways of implementation.
Dialogue at eye level
Because this approach and therefore our customers' trust in us requires commitment and reliability, the exchange with our customers is of great importance to us: We listen to them, are open to criticism, deal with wishes and suggestions and direct our actions then out. We practice this open dialogue across all communication channels, especially those with response and dialogue functions: We use social media, customer service and our web shop to encourage people to contact us if they have any questions - be it via email, message or a message Contact form.