The challenge for Leather lies in that development. "Customer expectations have changed astronomically with regards to product performance, the usage of those products and what customers expect in relation to the money they are spending," he says.
"As an industry, we have a long way to go to match those expectations, and I think the danger for us is that that is where the benchmark is." Leather believes that the needs of the customer should form the basis of any improvements the company makes and is part of the company's strategy for scaling its services and capabilities.
Leather wants to understand what the customer is actually saying about the company. "In my view, customer experience is a feeling. It's hard to measure and not just a number," he says.
The second principle is the response to the proliferation of mobile and smart phones. Leather admits that Plusnet must recognise that the way to get through to this generation of customer is through mobile. "It could be everything from rendering web pages, simplified information to video self-help information. Mobile and the customer is a transformation that will only continue to get bigger," he comments.
A major challenge with customer service has been the inability to separate a customer in need of immediate support from a customer who is just making an enquiry. Ultimately, both customer types will need to queue for the same amount of time. "This isn't consistent with the way we operate in everyday life. We require information on the move, so why should we make people pause everything to obtain the information they need?" he says.
Plusnet Mobile has built on the company's ongoing commitment to offer customers great value deals without compromising on the excellent service the brand is famous for. The Plusnet Mobile network offers a range of tariffs, combining generous data, minutes and text bundles at great prices. "Customers have responded incredibly well to our latest offering proving that there is definitely an appetite for it," Leather expanded.
What is it that residents really want?