Focus on Customer Experience

Posted: 6/18/18

Category: Newsletters

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Meet our New VP of Customer Experience — Sheila Morris.
We are proud to announce the promotion of Sheila Morris.  Sheila’s 21 years of experience at Heritage has built a vast knowledge and understanding of the level of service our customers expect.  Sheila was hired as a Field Chemist in 1997 and over the years served as a Customer Service Representative, Technical Services Manager, Service Center Manager, and Director of Operations.  Sheila’s diverse experience in technical services, field services, emergency response, onsite operations, transportation and disposal serves as a strong foundation for leading excellent customer service for Heritage.

What is CX?  Why now?
According to Wikipedia, “customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.”

Recently Heritage formed a Customer Experience Review Committee and invested a significant amount of time reviewing our customer interactions.  The group identified those “moments of truth” when our actions influence our customer’s perception of us as a company and forms their satisfaction judgement.

At Heritage we understand that your CX cannot be fenced in by pre-determined processes and older conventions, e.g. “this is the way it’s always been done.”  In addition to being innovative in our search for better ways to provide waste solutions, we feel we have been progressive in modernizing our systems as well.  And, continuous upgrades to those systems are rolling out as fast as possible.  But what is next?  How can we be assured we are providing service in a manner that addresses the customer need?

Simply put, to assure that we meet or exceed your expectations (and retain or expand our business relationship), Heritage is starting from the top down.  We are paying attention at every business transaction level.  We are organizing our personnel to better focus on your needs.  We are investing our time and money — in training/mentoring for our personnel and in technology.  The motto for our CX Team is ‘High Tech, High Touch.’  And, we want your input and feedback on what we can do to meet your expectations and make your job easier.

Tell us what you think:  Heritage Customer Survey

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