We are excited to announce that Shaun Myers, Director of Supply Chain & Service, has reached the finals in the prestigious MyCustomer.com CX Leader of the Year Awards for the 2nd year running!
Congratulations to Shaun and the entire Brenntag team who bring CX to life every day!
CX Leader of the Year is an internationally recognised Award, designed to celebrate the leadership in championing Customer Focus and Customer Excellence. Shaun has been instrumental in the Brenntag UK & Ireland’s journey to a strong customer centricity. Work on this transformational culture change has been ongoing for a few years, and led to the establishment of new service metrics (including an over-riding aim to make Brenntag ‘its customers’ favourite supplier’) and a Voice of the Customer programme comprising the implementation of mechanisms such as real-time, event-driven surveys, interviews with service providers and Net Promoter Score (NPS) surveys – the results of which were used to help redefine the organisation’s service KPIs.
Having conducted significant research, including the company’s first Customer Journey Map, Shaun was able to set out a 'CX Agenda' which was shared business-wide, and was convincing enough to lead to the establishment of a senior-level steering team to help drive the plan throughout the business, supported by a strategy incorporating key metrics that would enable Brenntag to chart progress.
This has led to the roll-out of a host of CX programmes across the organisation, including monthly customer surveys to monitor and measure service levels against the KPIs; the development of a Service Excellence Scorecard (incorporating metrics such as ease of doing business, CSAT and churn rates); training of staff in conjunction with the Academy of Service Excellence, with nearly a fifth of staff now CX trained; the appointment of new CX specific roles; a yearly Service Excellence Award; customer focused awards on sites, and many more.
CX KPIs are up significantly from the original measurement and of target, including a big uplift in NPS and Ease, while the company also posted the lowest customer churn rates ever.
Shaun and his passionate CX team’s Customer Journey Maps are now used globally, translated into multiple languages and helping colleagues understand how they all have a part to play in the customer journey.
One year on from Shaun's appearance as a finalist in 2019’s CX Leader of the Year Award, he says Brenntag’s improvements can be felt in terms of a massive shift to a clearly-defined customer-focused culture. Shaun says: “CX within Brenntag is now a way of life. The change in the UK & Ireland business has contributed to significant financial success and has captivated the attention of many others as a result. This success has granted us the freedom to bring customer-centricity to the fore.”
For more information on Brenntag's Customer Experience strategy and culture please contact your local Brenntag site, or speak with Group Customer Experience Manager, Malc Magee, on +44 (0 )7483 068 487.
Visit MY CUSTOMER for more information about the Award!