We are honoured to have Charles Brewer, Group Chief Executive Officer at Pos Malaysia Berhad, as our special guest speaker in the fifth episode of our “Ask the Expert” series. In this episode, he shares unforgettable customer experience stories and views on whether customer experience correlates with employee experience. 

Brewer firmly believes that employees who are enthusiastic about what they do are more likely to be happier and provide better service to customers. He further explained this by sharing a story that he witnessed recently at an airport.

The story describes how an airport staff had a different energy and enthusiasm for customers, i.e. travellers, as compared to internal staff, i.e. pilots and crew. Brewer was puzzled by how the employee could treat customers poorly but her colleagues well. He further explained that happy employees who understand the company's mission and the importance of putting customer experience at the heart of their business are more likely to deliver a better service to their customers. 

Brewer further shared another story about how Pos Malaysia managed to deliver a customer experience in line with their cultural beliefs. As an organisation, they believe in going the extra mile for the customer with a passion that aligns with purpose. Pos Malaysia’s purpose: building trust to connect lives and business for a better tomorrow. 

When employees feel valued at work, they feel empowered and more willing to help resolve customer problems. They are more passionate about meeting the customer's needs. This explains why companies with higher employee engagement generate more significant business growth. 

If you, too, want to ensure that your employees are engaged and can deliver an impeccable customer experience like Pos Malaysia, schedule a free consultation with our team. Let Budaya help you to create an engaged workforce that leads to customer loyalty and advocacy. 

About Charles Brewer

Charles Brewer is the Group Chief Executive Officer of Pos Malaysia Berhad with more than 36 years of experience in the areas of post, parcel, international shipping and e-commerce, globally. 

About Pos Malaysia

Pos Malaysia is Malaysia’s postal service provider and sole licensee for universal postal services in the country. With a history of over 200 years, the company has diversified beyond the traditional provision of mail and parcel delivery to also offer retail, logistics and aviation products and services. 

Pos Malaysia has the most extensive last-mile reach in the country, delivering to more than 10 million addresses across the nation. The company also has a network of more than 3,500 touchpoints with a presence across the country, providing Malaysians with the most comprehensive retail network.