In his interview with CEO Magazine Michael shares how a customer-centric approach to business requires a complete mindset change at Otto International.

I call all of us ‘the middle man’ – whether you are in our market or a travel agent or housing agent. Everyone who is a middle man needs to change substantially; it’s a culture change. In the old days, when this kind of business started, the main job was basically just to make sure that your order arrived at the destination on time. We are now a service provider, not just a sourcing agent

Michael Dumke, CEO

We have to make sure that we support every customer’s individual needs because there is no more one fit for all.
This is what we at OI are all working on together right now.

Read the full article here.