Published on October 9th, 2019 | by The GC Team0
Exertis creates new ‘voice of the customer’ role
Technology products distributor Exertis has appointed Phillip Turner to the newly created position of global head of voice of the customer (VoC), reporting to global operations managing director Neal Johnston.
He joins Exertis from IG Design Group where he spent four years, most recently as managing director of its licensing business. Prior to that, he was business development director at office supplies distributor Spicers.
In his new role he will be responsible for developing the “voice of the customer vision and strategy”, and taking ownership of the entire customer feedback model including data analysis and insights.
“As Exertis expands on a global basis, it’s now more critical than ever that we listen to our customers and use their feedback to influence our go-to-market strategy,” said Johnston.
“In an extremely competitive market, customers demand a personalised experience and really knowing and understanding our customers is critical. Voice of the customer is all about delivering a culture of putting our customers at the heart of everything we do and ensuring that by analysing data and feedback, Exertis can take appropriate actions in order to improve customer experience and deliver positive business outcomes.”