Dulux Decorator Centre’s dedication to upholding top class customer service has resulted in the company being shortlisted for three UK Customer Satisfaction Awards. It has made the shortlist for:
- Customer Feedback Strategy Award
- Customer Focus Award – Large Enterprise
Jo Williams, Senior Marketing Manager at Dulux Decorator Centre has also been recognised for the Changemaker Award for her positive impact on customer experience through innovative Voice of the Customer and Mystery Shopper programmes.
The UK Customer Satisfaction Awards are held by the Institute of Customer Service and recognise businesses that have gone above and beyond for their customers. The Customer Feedback Strategy Award category looks for organisations that have a customer feedback strategy that has led to significant improvements. Dulux Decorator Centre has been shortlisted for its Voice of the Customer programme that was launched in 2020 to help the paint merchant further understand its customers’ feedback. The company uses this insight to adapt and improve its services to ensure that customers’ experience is the best it can be.
Dulux Decorator Centre has also been shortlisted for the Customer Focus Award – Large Enterprise, which celebrates companies that have placed the customer at the centre of their operations and strategies. Dulux Decorator Centre demonstrates this by ensuring that its customers are considered throughout all business operations and by taking a customer segmentation approach. Segmenting its customers enables Dulux Decorator Centre to tailor its proposition and experiences to individual customer needs. This results in all customers receiving the right service offering, with the right product range in the right way, at every touchpoint with Dulux Decorator Centre.
Guy Butterworth, Managing Director at Dulux Decorator Centre, says: “We’ve always made sure that we fully understand our customers’ needs, be that via research, customer service data or ongoing conversations. We are constantly striving to improve and ensure that the needs of all our customers – from decorators to specifiers and more – are listened to, so we can tailor our offering to them. With our new customer segmentation approach and our Voice of the Customer programme, we have really amplified putting the customer at the heart of all we do. As a business, we have transitioned away from simply delivering customer service to having a customer centric approach ingrained in our company culture.”
Finally, Jo Williams, Senior Marketing Manager at Dulux Decorator Centre, has been shortlisted for the Changemaker Award. This category seeks individuals who have had a considerable impact on the customer service offering of an organisation. Jo’s empathy and desire to improve the customer experience, led to the launch of the Voice of the Customer programme. She has also shaped customer experiences with training tools for the company’s 230+ store teams. To uphold a truly customer centric culture, Jo has also implemented a Mystery Shop programme to ensure continuous quality assurance, consistent customer service and improvement across the full store estate.
Guy Butterworth added: “Jo’s specialism in customer service and customer segmentation has paved the way for impactful, strategic changes within our organisation that benefit our customers. Her insights and knowledge of developing bespoke customer experience programmes has ensured that the initiatives she has implemented all complement each other. Together, this makes Dulux Decorator Centre’s service offering centred on our customers. The launch of the Voice of the Customer programme, for instance, complemented the Mystery Shop programme by ensuring that the experience our customers feel every day is not just internally evaluated but also externally validated and acts as a springboard for future enhancements to that experience.”
Dulux Decorator Centre’s achievements at the UK Customer Satisfaction Awards follows the recent announcement about the company achieving the British Coatings Federation award for Customer Service, for its customer segmentation programme last month.
For further information about Dulux Decorator Centre and its customer services visit: https://www.duluxdecoratorcentre.co.uk/customer-services