Yell, the company which publishes the Yellow Pages, has created a new role of Chief Customer Experience Officer to improve customer satisfaction and operational efficiency.
Tim Schuh has been given the task of leading the transformation of Yell's "end-to-end customer service and support capabilities, with the goal of creating world-class engagement that builds loyalty and drives the highest levels of customer satisfaction".
He joins Yell from Sitel Corporation, a global business process outsourcing provider, where as General Manager, Northern EMEA, he was responsible for leading a 10,000-employee, $300m revenue business.
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Schuh will report to Mike Pocock, Yell Group Chief Executive Officer, and will be based at Yell's offices in Houston, Texas.
Yell is desperately trying to transform itself into a digital services provider for small-and-medium-sized enterprises.
It aims to become a "full-service business and marketing partner to SMEs and a trusted source for consumers searching for and connecting to local businesses".
"[Schuh's] expertise and insight will help us create a global, customer-centric service philosophy that will re-enforce our position as a valued partner to SMEs and consumers," said Pocock.
"By delivering quality solutions, becoming easier-to-do-business-with and by providing excellent pre- and post-sales service, Yell will become synonymous with superior customer experience," he said.
In the last three months of 2011 Yell saw digital revenues go up 111.8% to £35.4m.
However, total revenues for the quarter were down 15%, while digital directories (the Internet version of the Yellow Pages), fell 15.7% compared to the year before.
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