EFW Experience

EFW Partners with Owen CX Group Inc. as Part of Company-wide “We Care” Initiative

Nov 01, 2018

Estes Forwarding Worldwide, one of the leading domestic and international freight forwarders in the United States, recently announced its partnership with Owen CX Group Inc. as part of a company-wide strategic initiative to adopt the Net Promoter methodology to measure satisfaction across all aspects of the business.

Owen CX Group Inc., founded by industry thought leaders Richard Owen and Jonathan Hawkins will serve as advisory consultants on the development and implementation of a Net Promoter (NPS) program for Estes Forwarding Worldwide (EFW) and will play a key role in the development of the program’s foundation and training. “We’re excited to be working with Owen CX Group,” said Jay Ellis, Director of EFW Experience with Estes Forwarding Worldwide. “Richard Owen and Jonathan Hawkins are thought leaders in the NPS world, and we have great respect for their experience and innovation when it comes to delivering and measuring customer experience. We look forward to our collaboration.”

“We are equally as thrilled to have been selected to partner with EFW,” stated Richard Owen, co-founder and CEO of the Owen CX Group. “We are impressed by EFW’s early and aggressive adoption of the NPS methodology and their commitment to delivering the best EFW Experience. We’re looking forward to working with their team to craft a solid program and ROI metrics that will positively impact the business across all areas.”

Launched in September 2018, EFW’s “We Care” initiative has extended through all aspects of the freight forwarder’s business and is being driven primarily out of the desire to differentiate the company from its competition and clearly demonstrate the company’s commitment to exceeding client, partner and employee expectations.

“Whether it’s our employees, our clients or our carrier partners, these relationships are our most valuable asset,” explained Scott Fisher, President and CEO of Estes Forwarding Worldwide. “It’s important for us to truly understand our satisfaction levels and for us to demonstrate to our stakeholders that we care about them. We believe this partnership and our early adoption of the Net Promoter methodology gives us the opportunity to be the leader in the freight forwarding industry and we look forward to the program’s launch in January 2019.”