We are very much a Norfolk owned, Norfolk business. We created our vision focusing on people, service and the environment seven years ago and everything we do from boardroom meetings down stems back to that visionIan Hacon Chief Executive, Blue Sky Leisure
Customer Care Award Sponsored by Greater Anglia
Potters LeisurePotters Leisure is a business built by generations dedicated to customer service. From recruitment at the very start through to rigourous ongoing training, all Potters’ staff have the customer at the heart of what they do. A comprehensive range of customer surveys, mystery shopping and reward and recognition of those staff who go the extra mile to meet customer needs ensure the business seeks constantly to meet and exceed expectations. The levels of repeat business and high net promoter scores demonstrates its success. Potters is a privately owned and family operated resort that takes genuine pride in offering inclusive short breaks in a friendly and entertaining environment where guests enjoy quality time together. The team of 535 friendly staff out-number the 350 rooms on the resort an indication of its commitment to outstanding customer service.
Richardson's GroupRichardson’s has served the boating market for over 50 years and has expanded into holiday villages ensuring that their 75,000 holidaymakers each year are delighted with the holidays they chose. With extensive customer feedback, a key training platform for all staff irrespective of whether they are customer facing and a very clear vision and purpose, all staff engage and interact with their customers consistently and through many channels. ‘Expand, excel and delight’ is at the core of the business’s customer strategy and product enhancements include activity sheets for children, an engaging digital strategy as well as prompt action on feedback received.
Naked WinesNorwich-based Naked Wines’s clear commitment to a customer focussed strategy led to an innovative business approach which turns the conventional wine retailing model on its head – through customer funded winemaking connecting wine drinkers directly with wine makers. With a dedication to quality, support, the happiness team and wine advisors acting as shepherds and not sharks to customers, the business has grown from strength to strength. Securing quick, detailed feedback from customers, and acting in direct response to that input, has led to a reduction in the number of customers cancelling their accounts. In turn, higher customer retention has delivered increased sales and added significant value to the company. Care for the staff leads to care for the customers and with every employee being a shareholder, their mission is to ensure that all customers are well served - an approach which is a fundamental bedrock of the company’s strategy and success.
Judges will be looking for companies with a passion for customer care which can also demonstrate how that has also had a positive impact on the business. This award will look at those who have listened to their customers, but also gone beyond that and put into practice innovations which can demonstrate that.
Jonathan Denby, head of corporate affairs at Greater Anglia, said: “We’re passionate about delivering excellent customer service and ensuring that the railways play their full part in helping our region to be both economically prosperous and a wonderful place to live. We are therefore committed to consistently raising customer service standards over the course of our franchise to July 2014.
“We work hard to support the local economy, tourism and communities, working with Visit Norwich and Visit East Anglia, as well as sponsoring the Norfolk and Norwich Festival and providing increased support for the Bittern and Wherry Line Community Rail Partnerships. On a wider scale, we’re also at the heart of efforts to secure greater investment to deliver major upgrades for rail services in our region in the future.
“Looking ahead, our aim is to build on our positive progress, to increase service reliability further and raise customer service standards even higher. Customer satisfaction has increased, but we know passengers are looking for greater consistency and more enhancements. So the impor-
tance of customer care is something that resonates strongly with our company and explains our support for the Customer Care Award.”
Judges will be looking for entries from businesses which show a clear focus on their customers’ needs, examples of customer-driven initiatives designed to raise service standards and evidence of increased customer satisfaction.
Submissions should also illustrate how employees are consistently doing their best for customers and seeking to continuously improve their performance.
From product development to service delivery to the handling of service problems, every aspect of the customer experience drives customer loyalty and better commercial performance, so entries should outline the business’ overall customer service strategy.
The finalists will be those businesses which demonstrate how they exemplify outstanding customer service, consistently delivered at the highest level, by a customer-focused individual or team.