DIXONS PLUGS IN CUSTOMER TO HEART OF ITS BUSINESS
Dixons Retail has been awarded “Customer Service Initiative of the Year” at High Street Oscars, the Oracle Retail Week Awards 2012.
Dixons has re-engineered its business to ensure that the customer is at the heart of everything it does. Its Renewal and Transformation strategy has rewired the business objectives designed to deliver an unbeatable combination of value, choice and service.
The introduction of KNOWHOW, the customer service initiative that underpins the retailer’s positioning, has resulted in an increase in customer satisfaction as well as market share growth. As part of the strategy new products have been launched and KNOWHOW service bars have been installed in approximately 250 Curry and PC World stores.
The retailer also merged its logistics, repairs, delivery and call centre teams to provide one central point of contact, as well as introducing a streamlined one stop service, offering customers a wide range of delivery time slots, SMS updates and tracking tools, as well as a state of the art repair lab.
The biggest and most established event in the UK retail industry calendar, a total of eighteen awards were presented at the Oracle Retail Week Awards ceremony, held in London’s West End. The further seventeen winners are:
The Oracle Retailer of the Year; Burberry
Outstanding Contribution to Retail; Lord Harris of Peckham
The Clarity Search Retail Leader of the Year; Ian Cheshire, Kingfisher
The Wipro International Retailer of the Year; Apple
The Allix Partners Emerging Retail Leader of the Year; Catriona Marshall, HobbyCraft
The Premium Tax Free Speciality Retailer of the Year; Holland & Barrett
Store Manager of the Year; Ian Allcock, Homesbase (Aylesford, Kent)
The Deloitte Employer of the Year; Morrisons
Growing Retailer of the Year; Hallett Retail
Store Design of the Year; Next Home and Garden, Holmbush Centre, West Sussex
Responsible Retailer of the Year; B&Q
The Wates Retail Destination of the Year; Westfield Stratford
TCC Marketing/Advertising Campaign of the Year; Sainsbury’s, Feed Your Family for £50
The Brandbank Multichannel Retailer of the Year; Debenhams
The CA Technologies Retail Technology Initiative of the Year; Oasis
The RR Donnelley Pure Play Online Retailer of the Year; Wiggle
The Ashton Partnership Product Innovation of the Year; Chad Valley, Argos
Speaking about the award, George MacDonald, Deputy Editor of Retail Week, commented: “Dixons has successfully executed a step change in the way in which it runs its business and serves its customers. Now, more than ever, retailers need to demonstrate a strong investment in the consumer to encourage customer loyalty.”
Sarah Taylor, Senior Director, Oracle Retail said: “These important Awards recognise the achievements of those individuals and organisations that make British retail great. Oracle is committed to supporting the development of excellence, innovation, creativity and agility within retail businesses and we offer our congratulations to Dixons.”
For further information, please contact:
Emma Hammond Emma Phelan
FTI Consulting FTI Consulting
Tel: 020 7269 9347 Tel: 020 7269 9313
Mobile: 07754 667 639 Mobile: 07711 378600
Email: emma.hammond@fticonsulting.com Email: emma.phelan@fticonsulting.com
About the Oracle Retail Week Awards
Now in their seventeenth year, the Oracle Retail Week Awards 2012 are designed to celebrate and reward the foremost aspects of the retail sector. One of the most important dates in the retail calendar, the awards are the biggest in the UK retail industry, with over 1,600 people attending the sold-out event each year to celebrate the best in retail.
In total, there are 12 categories that are open to entries ranging from Marketing/Advertising Campaign of the Year to Store Manager of the Year. In addition, six awards are voted for by a panel of judges comprising some of the most senior figures in the UK retail sector, including the Oracle Retailer of the Year and Retail Destination of the Year.
The judging panel comprises some of the most influential names in the UK retail sector, including;
Andy Clarke, Chief Executive, ASDA Group
Terry Duddy, Chief Executive, Home Retail Group
Ian Filby, Chief Executive, DFS
Simon Fox, Chief Executive, HMV Group
Alan Giles, Chairman, Fatface
Vanessa Gold, Managing Director, Ann Summers
Mark Newton-Jones, Chief Executive, Shop Direct Group
Richard Pennycook, Group Finance Director, Morrisons
Mike Shearwood, Chief Executive, Aurora Fashions
Euan Sutherland, Chief Executive, B&Q
Rob Templeman, Chairman, Gala Coral and British Retail Consortium
Laura Wade-Gery, Executive Director Multichannel E-commerce, Marks & Spencer
