In a bid to take the way it supports its merchant customers to “the next level”, Talasey has created the new role of Director of Customer Experience.
Rob Bullock has joined the independent supplier of landscaping solutions to look at ways in which the company can improve its “end-to-end” service delivery as part of a wider brief for the business to be more efficient and deliver greater value as a supplier. Rob brings a wealth of sales, customer service and tech experience to the role and states that he is looking to cherry-pick best practices from a range of industries to improve the experience of merchant customers throughout the entire journey of purchasing products.
He said that the Scunthorpe-based company – which recently celebrated its 20th anniversary – can, for example, learn lessons from the use of technology by online retail platforms as it eyes continued growth moving forward. He commented: “Given Talasey’s standing in the industry, it’s evident that they already have a great team and processes in place – but they have a genuine hunger to go to the next level with continuous improvement and constant refinement of their processes.
“We can see an opportunity to make a series of marginal gains to refine and develop our end-to-end customer experience, which will continue to make Talasey the supplier of choice in the merchant sector.”
He added: “It’s an exciting time to be part of Talasey – especially with the feel-good factor around the 20th anniversary of the business – and I’m looking forward to playing a key role in the continued growth.”
Rob – who is married with two children and coaches an under-13s boys football team – has already hit the ground running by mapping the Talasey customer service journey from the point of enquiry to placing an order, getting that order to branch/site and all the stages in-between.
The creation of the Director of Customer Experience role is said to highlight the level of ambition within the company that owner Mark Wall spoke about in a glowing message to staff and partners in both the merchant and landscaping industries on the exact date that the company celebrated its first two decades.
Mark said: “While we are proud of our past, we are equally excited about the future. The landscaping industry is evolving, and we are committed to staying at the forefront of innovation and sustainability. Our focus will be on reinvesting profits to support the development of new products, embracing cutting-edge technologies and continuing to provide exceptional service to our customers, through an ever-expanding and effective team.”
