Web hosting company PEER 1 Hosting announced last week it has named Gaye Andrews its new head of customer service in Europe, Middle East and Africa.
In any industry sector, particularly for a high-expertise area like web hosting, customer service is a vital part of building a positive company reputation. Assigning a specific role to oversee these responsibilities can significantly benefit a web host.
The move a month after PEER 1 enhanced its SMART Partner Program, moving away from a four-tier revenue-commitment model to a two-tier performance-based model.
In this role, Gaye will build and develop the company’s end-to-end customer engagement program, delivering the business’ “passion of service excellence.”
Gaye will be instrumental in helping customers achieve success via PEER 1’s managed hosting, dedicated hosting, colocation and cloud services.
She has over 15 years of experience in the customer service sector, having formerly been head of customer experience at RBS, Capgemini and O2.
Using this extensive background and expertise, she will help transform and improve PEER 1’s customer satisfaction and loyalty, particularly using the Net Promoter Score.
She successfully rolled out an extensive NPS program at RBS, and at Capgemini, she delivered customer experience engagements with organizations such as M&S and House of Fraser.
At PEER 1, Gaye will be using the NPS tool to drive the business and stronger relationships with customers.
“Passion and customer service are at the heart of what we do,” said Dominic Monkhouse, UK managing director at PEER 1 Hosting. “Gaye’s experience of using NPS will be significant in driving forward our customer service and loyalty programs across EMEA, and ensuring we continually improve as a business.”
In other customer service appointment news, web hosting provider Newtek named Mark Denzin its senior vice president of customer operations.
Talk Back: Do you have a role at your hosting company specifically for customer service? Do you think this area warrants its own position, or should these responsibilities just be grouped in with another position? Let us know in the comments section.
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