Carphone Warehouse reigned supreme last night at Retail Week’s Customer Experience Awards as the retailer scored a hat-trick of gongs.
The electricals giant was crowned overall winner alongside picking up awards for The SMG Best Use of Staff Engagement in Delivering Customer Experience and Customer Convenience Initiative of the Year. The judges praised Carphone Warehouse for its unwavering focus on the evolving needs of its customers, and its continued success in delivering a first-rate experience throughout all levels of its business with impressive results.
The glittering awards ceremony took place at The Hilton on Park Lane, where Marks & Spencer received a duo of awards. The retailer was crowned the winner of Loyalty Initiative of the Year as well as The Informatica Customer Insight Initiative of the Year.
The UK’s Most Loved Retailer of the Year with ICM Unlimited, voted for by 2,000 consumers, was revealed to be Amazon, with the etailer fulfilling every shopper’s overriding need for convenience and efficiency in a crowded retail market.
For the second year running, the winner of Content Marketing Initiative of the Year was Pets at Home, which was praised for its incredible success at tapping into its audience’s emotions and continually building on its close relationship with its customers through its innovative content.
Mothercare scooped The Teleperformance Customer Service Initiative of the Year award for its increased focus on personal interaction to dramatically improve its customer relationship while Halfords won the award for Social Media Customer Engagement.
Further accolades went to Specsavers, which picked up the award for the Personalisation Initiative of the Year. Meanwhile, John Lewis was given the award for Outstanding Digital Experience for its launch of My John Lewis on smartphone apps.
Scooping the prize for Retail Theatre, judges said Pro-Direct had mastered the art of tapping into its customers’ emotions and reflected its core brand proposition through in-store innovation.
Harris + Hoole with ribot pipped others to the post to win the award for The Marketforce Best Use of Technology in the Customer Experience and Moo was crowned Customer Experience Team of the Year.
Full list of winners
Content Marketing Initiative of the Year
Pets at Home
The Informatica Customer Insight Initiative of the Year
Marks & Spencer
MARK OF EXCELLENCE: House of Fraser Project Gold
The Teleperformance Customer Service Initiative of the Year
Loyalty Initiative of the Year
Marks & Spencer
Personalisation Initiative of the Year
MARK OF EXCELLENCE: Monsoon Accessorize with RichRelevance, Project MAX
The Award for Outstanding Digital Experience with Retail Week Prospect
My John Lewis on smartphone apps
The Award for Retail Theatre
MARK OF EXCELLENCE: T2 Tea, LEAF
The SMG Best Use of Staff Engagement in Delivering Customer Experience
MARK OF EXCELLENCE: Wiggle with BrightStarr, Inspiring Staff with a Unified Intranet
Marketforce Best Use of Technology in the Customer Experience
Harris + Hoole with ribot
Customer Convenience Initiative of the Year
Carphone Warehouse with Equifax
Customer Experience Team of the Year
Social Media Customer Engagement Award
MARK OF EXCELLENCE: Hobbycraft
Overall Award for Excellence in Customer Experience
UK’s Most Loved Retailer of the Year with ICM Unlimited