The Customer Loyalty Award
Customer loyalty is the strongest foundation for growth and resilience, enabling businesses to prosper in all market conditions.
Do you provide an outstanding service, with market leading feedback scores and reviews to prove it? Have you built long-term client relationships? Do you have high levels of repeat or referral business? Are you continually innovating to increase client value?
This award celebrates businesses who can demonstrate the highest levels of customer loyalty, engagement, and experience. Judges will look for evidence of how your approach to client management and service have enabled your organisation to:
• Attract new customers or increase client base
• Generate increased revenue and profitability
• Improve customer satisfaction & loyalty
• Increase market share or client value
• Differentiate from competitors
SCORING
In this category judges will compare the extent to which each candidate has demonstrated excellence in the following areas:
Employee & Customer Engagement 30%
- How have you attracted, retained, motivated and optimised your team to deliver the best levels of service?
- What talent strategies, workforce models or initiatives have improved employee engagement, increased productivity and enabled you to achieve your growth objectives?
- Provide brief case study examples or NPS / client feedback scores and reviews to show how good your service has been.
- Provide case study examples and top line data to demonstrate how you have increased your customer base, value, market penetration, client retention or referral over the last 18 months.
Leadership & Innovation 20%
- How have leadership & management created a culture of improvement or innovation for the highest levels of customer engagement?
- Tell us about how you have innovated with technology, automation or better use of data to improve client service
- Examples of how your approach to customer service has made you a market leader or successful challenger
Financial Performance & Growth 30%
- Explain your key growth metrics, including financial targets, KPIs, timescales and overall ambitions plus examples of milestones and barriers/challenges that have been overcome. Include growth metrics related to customer service such as value, retention, referral, client base, NPS scores, etc.
- How do you benchmark against your peers in terms of sales, profitability or market share?
- How has your company performed against your growth plan and what will help you to sustain future growth?
- Show examples and/or case studies of what has supported, or will drive further, commercial success.
Purpose Beyond Profit 20%
- Include a customer-related example of how putting purpose before profit has contributed to your organisation’s success.
- What is your company doing to improve environmental, social or governance (ESG) impacts and how are these initiatives aligned with customer service and your commercial objectives?
- How has your approach to diversity and inclusion improved customer engagement?
- How has your approach to ESG or DE&I differentiated your business service / product / solution and helped you to win or retain clients?
