With strategic investment in the customer experience and customer service teams and process reviews and technologies for service engineers, Domino has seen its Net Promoter Score rise significantly over the past twelve months. The widely-adopted Net Promoter Score measures the willingness by customers to recommend a company’s products or services to others. Domino’s improvement takes it significantly beyond the typical NPS benchmark for B2B manufacturing companies of 45.
“Domino is a company that prides itself on a commitment to delivering the best possible customer experience, throughout the customer lifetime,” says Marianne Wright, Domino Customer Experience Director. “We are dedicated to helping our customers create added value and greater profitability.
“Domino strives to be the best in class for customer experience within the manufacturing industry and so we have 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. These tools assist Domino in its aim to not only meet its customers’ existing needs, but also to anticipate their needs for the future.”
Marianne Wright, who started her Domino career in late 2017, 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 organizations.
Prior to this, Marianne has held Board level positions in Customer Experience and Customer Service in major blue-chip firms in a variety of industry sectors.
Domino’s continued investment has also been boosted with the appointment of Eddie Storan, Head of Global Services. Eddie leads the Global Service team and continues to build on Domino’s track record of excellence in service: “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’,” says Eddie. “It is an exciting time to be Head of Global Services at Domino Printing Sciences, as we are embarking on the next phase of evolution towards Advanced Services with Domino Cloud, and are further increasing our focus on customer experience.”
Eddie has over 25 years’ experience in senior technical service positions in leading-edge technology Capital Equipment manufacturers transforming and developing global service organizations across a range of industries, including Semi-conductor, Medical, Electronics and Inkjet & Packaging.
Eddie brings expertise in enabling businesses to deliver best-in-class customer services with a focus on supporting Domino’s growing portfolio of coding and marking solutions and to ensure that customers receive the highest levels of customer service.