Q&A
FLOGAS IRELAND HEAD OF CUSTOMER EXPERIENCE KERRI ROUSE TALKS ABOUT THE VITAL ROLE PLAYED BY INSTALLERS IN GUIDING CUSTOMERS THROUGH THE TRANSITION FROM OIL TO LPG…
Enhancing and improving the customer experience
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WHAT DOES YOUR ROLE ENTAIL AT FLOGAS? I have over 25 years in customer experience, but joining the energy sector was a completely new challenge—and a fascinating one. In 2023, I became Flogas’ first Head of Customer Experience, leading a team of 10 who support our LPG customers across Ireland and Northern Ireland. Our mission is to examine the entire customer journey, seeing it from their perspective at every stage and identifying opportunities to enhance and
customers feel consistently well looked after, they’re far less likely to leave. One of the key initiatives we’ve introduced is welcome calls to new domestic customers after their first fill. This simple but personal touch allows us to check in, gather feedback and reinforce the positive experience of switching to Flogas. The response has been overwhelmingly positive from customers, who were delighted to express their appreciation for their local Flogas representative and installer who put in their system. Passing on that feedback is a great morale boost for our team on the ground. Another initiative is that once a month, our senior leadership calls domestic LPG customers who raised an issue to understand their experience and identify areas for improvement. It’s a powerful way to ensure customers feel heard while also driving meaningful changes within the company. We’re also investing in technology and a new CRM system for LPG customers as automated reminders are now expected as standard, so by reaching out before peak seasons like autumn and winter, we can ensure customers never run out of supply.
improve their experience. Customer experience and customer service are often
mistaken for the same thing, but they are fundamentally different. Customer service is how a company responds to queries and complaints, while customer experience is about shaping the entire relationship a company has with its customers. Our installers are a vital part of this relationship because, for customers, they represent Flogas directly when guiding
Kerri Rouse’s unforgettable adventure on the Trans-Siberian Express.
WHAT CUSTOMER EXPERIENCE INITIATIVES HAVE YOU INTRODUCED FOR LPG DOMESTIC CUSTOMERS? A well-structured and resourced customer experience team is essential for building loyalty, reducing ‘churn’, and ensuring our team takes pride in delivering on our promises. Customers don’t just choose a company based on cost; they stay with businesses that make them feel valued and supported. It’s about building an emotional connection because when “A well-structured and resourced customer experience team is essential for building loyalty.”
them through the transition from oil to LPG. With over 400,000 households in Ireland still relying on oil for home heating, installers are instrumental in offering sustainable energy solutions to rural communities. LPG is the cleanest burning fuel outside of natural gas and will be part of a just transition as it works very well with solar and has the added bonus of being virtually theft proof. Flogas is committed to investing in the customer experience journey, giving installers confidence that any recommendation they make about switching from oil to LPG is backed by strong support—before, during and after a customer comes onboard.
WHAT ARE YOUR HOBBIES AND INTERESTS OUTSIDE OF WORK? When I’m not working or spending time with my three grown-up children, I love to travel, especially off the beaten track. One of my most unforgettable adventures was taking the Trans-Siberian Express from Beijing to Moscow via Mongolia. I’ve also explored the Canadian Rockies and Alaska in a camper van; the latter where I had the incredible experience of witnessing the Northern Lights firsthand. www.flogas.ie
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PLUMBING & HEATING MAGAZINE | 47
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