Marianne Wright has an extensive background in customer experience and strategy. Before joining Domino, she ran her own consultancy business, delivering advisory services to a number of major blue-chip organisations, as well as holding Board level positions in customer experience and customer service, across a number of industry sectors.
Eddie Storan has over 25 years’ experience in senior technical service positions in leading-edge technology capital equipment manufacturers. He brings expertise in enabling businesses to deliver best-in-class customer services, supporting Domino’s growing portfolio of coding and marking solutions.
Following strategic investment in the customer service teams and process reviews and technologies for service engineers, Domino has seen its Net Promoter Score rise significantly over the past 12 months, a measurement of customer willingness to recommend a company’s products or services to others.
Marianne says: “Domino is a company that prides itself on a commitment to delivering the best possible customer experience and as a business, we are dedicated to helping them create added value and greater profitability.”
Eddie adds: “One of Domino’s key differentiators is its people. Our Service Engineers often go the extra mile to support our customers in the field and really do live the Domino values and ‘Do more’.”
Domino has invested in the global implementation of key customer experience tools such as salesforce.com, Oracle’s ERP suite and ServiceMax, the Cloud-based field service management solution to assist the company in its aim to not only meet its customers’ existing needs, but also to anticipate requirements for the future.