Contact Center Solutions Featured Article

March 12, 2010

Cisco/Real Business Crowns UK's 'Customer Kings'

By Brendan B. Read

Senior Contributing Editor

Which British companies truly treat their customers like royalty? Leave it up to a partnership of an American-based firm i.e. Cisco (News - Alert) and Real Business, a leading UK magazine for small and medium-sized enterprises (SME) to decide in a search of 2010’s best customer-focused firms i.e. the Customer Kings.

Cisco/Real Business awarded the crown jewels, the ‘Winner of Winners’ to Green Energy UK, an environmentally focused energy provider, who had bestowed on it a £5,000 ($7,500) cash prize. Green Energy had impressed the judges with its drive to be a transparent energy company, leading to the founder and chief executive Douglas Stewart giving half the business away to its first 100,000 customers through an innovative share scheme.

Some of the other firms crowned include:

True Lovers Knot -- A New Forest pub that transformed itself from an old local inn to the UK's most disability-friendly pub, including making it staff policy to be proficient in sign language and introducing Braille menus

Glasses Direct -- An online spectacles retailer allows its customers to virtually try on its glasses frames through innovative webcams and software that superimpose the frames onto the customers’ faces

Nationwide Autocentre -- The winner in the newly introduced commercial category, Nationwide Autocentre has moved its customer feedback service back in-house and automatically alerts the area manager if negative feedback is received so that they can immediately contact the unhappy customer to offer a solution

Tots to Travel -- An online holiday company specializing in child-friendly accommodation that sends a team of inspectors (all mothers) to visit each and every property listed on the website so that they can ensure they are safe and properly equipped for young children

“Once again we found that in spite of tougher times, customer service is still alive and kicking at the heart of UK business,” says David Critchley, director of Cisco's UK SME and Commercial division. “Each and every one of the firms named as a Customer King in 2010 shows innovation and commitment to customer service that is second to none, and we were delighted with the overall standard of this year's entries.”

Candidates were judged by a panel of business experts including Simon Nixon, founder of online price comparison site Moneysupermarket and SimonSeeks.com, Real Business’ Charles Orton-Jones, Tricia Philips (News - Alert), business, careers and finance editor for The Daily Mirror and Cisco's own David Critchley. Customer Kings recognized eight winning companies with eight more celebrated as highly commended.

“It's great to see how focused UK SMEs are on seeing the big picture and keeping their customers happy instead of simply slashing costs when things get tough,” says Nixon. “Not only does it show that Britain's businesses understand the value of customer engagement but it also proves that the personal touch is no longer just a 'nice to have' but a vital asset for successful businesses.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard

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