As Miele evangelists know, the company stands for two important things: Quality and customers. So, it is fitting that its customer service reflects this, too. The brand, its products, and its thoughtful engagement with customers and employees remain difficult to match in an increasingly competitive marketplace (both instore and online). As I sat down with Miele Canada’s VP of Customer Service & Operations, Eric Esguerra, it became clear that the company’s strides in innovation come from the long-standing mission articulated by its founders: “Success is only possible in the long term if one is totally and utterly convinced of the quality of one’s products.” This, too, applies to the quality of its customer service. Joined in conversation by CSPN’s VP of Business and Customer Service Strategy, Jessica Cryer, and Dolly Konzelmann, CSPN’s President and CEO, it was also revealed how Miele and its partnership with CSPN created a unique and unmatchable program which both optimized customer service operations, and transformed the Miele Canada employee experience forever.