Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and innovation, what good service looks like and what it means for SureFlap and why employee engagement is integral to that.
This interview follows on from my recent interview – Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics – and is number 175 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Sarah:
Sarah joined SureFlap six years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all SureFlap customers around the world. Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, SureFlap now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months.
Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. She is inspired by the teachings of great customer service companies like Zappos and Happy Ltd.