Behind the Scenes: James Hayes – Head of Customer Experience
There’s someone we’d like you to meet, someone integral to how we can deliver our dedicated account management service. He’s the man working to make your life that little bit easier; it’s James Hayes, our Head of Customer Experience.
Tell us a bit about yourself.
Well, I’m family man; married with two kids and three step-kids. I have one grandchild, George, and another on the way! I am also the owner of a ferocious beast by the name of Boadicea, my Dalmatian. She’s been cracking the whip to make sure I stay focussed while working from home. Aside from my family, I love football (Leeds United fan) and I have an unhealthy addiction to Adidas trainers.
What is your job role and what does that mean on a day-to-day basis?
As my job title suggests, I look after customer experience. That means looking at the customer journey from before someone even come to Route 1 Print, and looking after them every step of the way to well after they’ve become a customer. It’s my job to see where we can make that journey easier.
On a day to day basis, it means checking in to keep close with our customers’ thoughts, feelings, and feedback. I work with all departments – from account managers, to our communications team and web development – to put that feedback in action. Together, we aim to build a journey that’s as simple to navigate as possible and one that adds value to our clients.
What is the role of an account manager?
Our account managers each work to look after a portfolio of clients, ensuring that we are meeting the needs of each individual and their business. We are passionate about truly understanding our clients and their unique world. With a solid understanding, we can be serious about helping them achieve their goals
Why do you like working for Route 1 Print?
I like working here because my role allows me to blend my two big passions; sales and customer experience. Specifically, I like working at Route 1 print because I can work to find innovative solutions. We aren’t held back by traditional methods or what has always been done. We’re a very forward-thinking company and it’s exciting to be a part of that.
Some of our clients are experiencing a challenging time in regards to COVID-19, what is your best piece of business advice for them?
Make sure you are maximising each and every opportunity. Lots of things are going to be changing about the way people conduct business but if you can see these changes as opportunities, you’ll be much better placed to get through them. Remember you are the expert and you can guide your customers to solve their problems. Make the most of this time to promote yourself and your expertise so that when we come out of this, you’re in the best position going forward.
We are always here to help with any new ventures or problems and, more importantly, we want to help. Reach out to us with any questions or tell us about a challenging situation you have and we’ll get on the case to finding a solution. We are happy to share our advice and skills on developing business in these tough times.
If you have any feedback for our team, or if there is something we could do as a company to make your life easier, pick up the phone and give us a call. We’d love to chat with you.