Marking ‘National Customer Service Week’ (2nd–6th October 2023), Domino Printing Sciences (Domino) is pleased to highlight its continued commitment to excellence in customer experience (CX), with the appointment of Shane Burchett as its new Global Customer Experience Director.
The appointment comes following five years of work to reinforce the importance of CX across Domino’s global business operations, with strategic investments in people, process, and technology. Domino’s new Global Customer Experience Director will head up a team of specialists dedicated to driving the company forward on its ongoing journey towards CX excellence.
With over 20 years of experience in the printing industry, Shane joined Domino in September 2022 as Partner Programme Manager. Having successfully defined the partner programme for Domino’s global distributors – reinforcing the company’s commitment to its distribution partners – Shane was promoted to Global Customer Experience Director to deliver superior customer lifetime experience for Domino’s customers and partners.
“Domino is a company that places clear and documented corporate value on its commitment to delivering the best possible CX throughout the customer lifetime,” says Burchett. “As a company, we ensure that CX is a culture – with all Domino employees enabled and aligned under a shared commitment and CLEAR corporate values, to always provide the best for our customers.”
Burchett’s CX and Customer Support teams oversee a number of change and transformation programmes within Domino and facilitate improvements in processes and technological advancements for an improved lifetime experience for its global customer base.
Domino’s continued work to enhance its CX programme has not gone unnoticed by customers, as the company currently boasts a Net Promoter Score (NPS) significantly higher than industry benchmarks. Even so, Domino is committed to further improve its processes and has incorporated new enhanced customer feedback methods, including seven NPS metrics, Customer Effort Score (CES), and Customer Satisfaction (CSAT), as well as an improved customer complaints process to address customer feedback and identify the root cause.
Domino has also invested in key technologies, including Oracle Fusion, Salesforce, and ServiceMax, amongst others, to enhance CX further and deliver greater business insight to improve customer lifecycle management.
Burchett concludes: “Domino’s investments over the past five years have been geared towards meeting our customers’ needs now, and in the future. I feel honoured to be a part of this journey in my new strategic role – I am very excited to see what the next five years have in store for our customers.”
For further information on Domino, please visit www.domino-printing.com