20 Mar 2012
Dixons Retail Plugs In Customer to Heart Of Its Business
LAUNCH OF 'KNOWHOW' SERVICES BRAND WINS PRESTIGIOUS INDUSTRY AWARD
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 for customers.
The introduction of KNOWHOW, the customer service initiative that underpins the retailer's positioning, has resulted in a significant increase in customer satisfaction as well as market share growth. As part of the strategy new service products have been launched and KNOWHOW service bars have been installed across the Group's Currys 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.
Katie Bickerstaffe, UK CEO for Dixons Retail, commented, "I am exceptionally proud of the entire KNOWHOW team, who have helped us deliver a total transformation in the breadth and quality of the services we offer to customers. We will keep innovating and building the KNOWHOW brand, which I know will continue to delight customers and lead the market."
Dixons Retail was also commended for the design of its 'Black' concept store in Birmingham in the Store Design category. The store has already won numerous national awards since it opened a year ago.
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 Retail 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 Retail."
For further information, please contact:
Mark Webb, Head of Media Relations, Dixons Retail plc: 01727 205 019
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NOTES TO EDITORS:
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|