For Brenda Owen, Customer Experience Manager at Fletcher Insulation, customer experience is about much more than responding to enquiries. It’s about creating confidence through every interaction and helping customers achieve the best possible outcomes.
Working across the business, Brenda helps ensure the voice of the customer is reflected in decisions, supporting a culture where trust, consistency and continuous improvement remain central to the customer experience.
We spoke with Brenda about what great customer experience looks like and why it plays such an important role in building lasting customer relationships.
What does great customer experience mean to you?
“Great customer experience is about making life easier for our customers. It means doing what we say we’ll do, being easy to work with and providing support when it’s needed.
“Every interaction is an opportunity to build confidence. When customers know they can rely on us, that’s when lasting relationships are built.”
Trust and consistency go hand in hand. How does Fletcher Insulation deliver both?
“Trust starts with delivering on our promises. We build it by being transparent, communicating openly and consistently delivering reliable products and service.
“Consistency is equally important. Customers should receive the same high level of service every time they interact with Fletcher Insulation, regardless of who they’re speaking with. That’s why clear processes, strong communication and ongoing training are so important.”
How does customer experience support Fletcher Insulation’s purpose?
“Our products and innovations only create value if customers can easily access the right solutions.
“Customer experience connects our products, innovation and service, helping turn our purpose into something customers experience every day through simpler interactions and positive outcomes.”
Customer expectations continue to evolve. How do you stay connected to what matters most?
“Reliability and consistency remain essential, but customers also expect faster communication, simpler processes and a genuine business partner.
“We stay connected by listening to customer feedback, working closely with our frontline teams and using those insights to continually improve the experience we provide.”
Looking ahead, what excites you most about the future of customer experience?
“I’m excited by the opportunities to use technology and customer insights to make doing business with Fletcher Insulation even easier.
“Whether it’s creating simpler customer journeys, delivering more personalised experiences or finding new ways to add value beyond our products, there’s always an opportunity to improve.”
What do you enjoy most about your role?
“For me, it’s knowing we’ve made a customer’s day a little easier.
“I also enjoy seeing our team grow in confidence, building long-term customer relationships and helping turn challenges into positive experiences. That’s what great customer experience is all about.”
Whether customers are choosing Pink® Batts®, Pink® Partition, Soundbreak®, Sisalation® or another Fletcher Insulation solution, the commitment remains the same: delivering quality products backed by knowledgeable people, responsive service and a customer experience built on trust, consistency and long-term partnerships.
