EUROPE makes you think differently in order to compete with big corporate businesses ,” he adds .
Customer centric
Despite its successes , totalling 21 awards throughout 2016 , Plusnet is very much undergoing a journey about understanding and continuing to put the customer at the forefront of everything it does . In order to grow in line with customer demand , the company invests heavily in research insights , sentiment analysis and customer feedback . Leather wants to understand what the customer is actually saying about the company . “ In my view , customer experience is a feeling . It ’ s hard to measure and not just a number ,” he says . Plusnet is on a mission to redefine its customer service and ask one simple question : is that in the best interest of the customer ?
“ Contact is not a bad thing . It ’ s an opportunity for us to fix things and better serve our customers ,” he says .
“ If they want to contact us , then let ’ s make it as easy as possible for them . Why make it harder ?”
It is through this approach that Plusnet works to three main principles of customer management .
The need to get personal
In order to better serve customers , Plusnet must understand who they are , what products they have and what events are happening within their lifecycle with the company . www . plus . net 63