Broadliner Exertis has appointed Phillip Turner to the newly created position of global head of voice of the customer (VoC), reporting to Neal Johnston, Exertis, global operations, managing director. Turner will be responsible for developing the voice of the customer vision and strategy, as well as 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. 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”, said Johnston. “Phil has a great deal of sales and marketing experience and together with his analytical and leadership skills, made him an ideal candidate for the role. His passion for championing the customer and delivering on large, complex projects will be invaluable.”
Turner joins Exertis from IG Design Group where he spent four years, most recently as managing director of their licensing business. Prior to that, he was business development director at office supplies distributor, Spicers, for three years.
“I am looking forward to the challenge of undertaking this new role at such an exciting period of evolution and growth at Exertis. Voice of the customer initiatives represent a huge opportunity for driving loyalty and increased sales by focusing on customer needs, expectations and service. Exertis has a reputation for going above and beyond for customers and capturing and acting on their feedback provides a much better insight into the customer journey and how that can be improved”, said Turner.