Merkur UK has announced the creation of the position of Customer Experience Manager and has confirmed the appointment of the renowned hospitality professional Lola Wood to this new position, which was created with the aim of providing a consistent and outstanding customer experience.
Merkur UK has highlighted the successful career of Wood, who has previously served for organizations including Whitbread, the holiday operator Tui and airport hospitality brand, No 1 Lounges.
On this appointment, Mark Schertle, Chief Operating Officer at Merkur UK, affirms that it is an outstanding event for the brand and for the industry. In this sense, he explained: “As far as we are aware Lola is making history by becoming the first Customer Experience Manager in the low stake low prize sector of the UK industry”. He also emphasizes that customers will choose one brand over another based on the quality of the experience.
On the other hand, Schertle has highlighted the challenge of guaranteeing a customer experience of the highest quality and states: “we always want to be on the front foot and the Customer Experience role will enable us to pre-empt any issues and ensure that we are delivering on our social responsibility undertakings deployed via the 360 safe gambling program and the Merkur Initiative community support plan".
In reference to her appointment, Lola Wood, has emphasized how exciting this new opportunity is because she will be able to apply both her experience and her knowledge in a highly dynamic sector, so she looks forward to the reopening scheduled for May.
Additionally, Wood wanted to explain the difference between customer experience and customer service and says: “Customer Experience is about a philosophy which should be at the heart of how a brand behaves whereas Customer Service is more of a function. Customer Experience is all encompassing and involves contributions made by every component part of the business and excellent external partner / stakeholder relationships, underpinned by a clear strategy and a shared set of goals”.
Referring to the specific case of the gaming sector and the brand she represents, Wood assured: “High Street gaming is a highly competitive sector and delivering a positive Customer Experience in which consumers have fun with their friends and play both safely and responsibly are key in helping to differentiate the brand and building the player-base".
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