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What do you do?

Client Experience (CX) is my thing.

Think about how you felt when you had an awful experience in a shop: feeling ignored by the sales team; a massive queue every time you shop in there; your delivery being messed up so your dress didn’t arrive in time for your holiday; feeling like you’d been an inconvenience.

Then think about when it was fantastic: they remembered you from last time; someone went out of their way to track down an item for you and they held the door for you on the way out. It leaves you feeling amazing, right? That’s how I want all of our clients to feel every time they work with CP

Why do you do it?

After I got made redundant last year, from a job I loved in print management, my friend who works at CP recommended me to The People Team. A CX role came up, I applied, and the rest is history! I absolutely love working at CP – the people and the culture here are top notch!

CX is the icing on the cake for me. You can pretty much go anywhere and receive a service, but it’s the CX as a whole that makes you want to go back to that place again and again.

My drive is creating a service that goes above and beyond for our clients; a relationship that makes them say WOW. And one that they love being a part of. Often, it’s the small things that can have the biggest impact, and when we receive great feedback, that’s when we know we’re making a difference.

What kind of projects have you been involved in?

Client feedback – Gaining feedback from clients and ensuring that we’re learning from what they tell us. In essence, doing more of the things they love, and avoiding the things they don’t.

Celebrating key moments for clients – I love hearing a client’s feedback when we’ve surprised them to celebrate big events such as an award win, a birthday or the arrival of a baby.

The Internal CX Survey I launched this year was a great one for me because it really made us all think about CX and how it’s part of everyone’s role at CP. The feedback and examples we got really helped us to look at what we can do more of to create an irresistible CX for our clients.

What’s on top of your bucket list?

I’d love to go with my family to Disneyland in America for my big birthday coming up in the next couple of years.

My grandparents took me when I was 5 and I can vaguely remember bits of it, but I know I had such an amazing time. I’d love to do it all again now as an adult and take my two daughters to experience the magic with me!

sarahs@cooperparry.com

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