Championing the Best
There are independent businesses the length and breadth of Britain who put their customers first.
They battle against the out of town shopping centres, the major multinational brands and the challenges facing the high street by making themselves stand out.
Their stores are a destination, a must-visit because their level of service elevates them from the competition. Their passion for ensuring they make their customers lives a bit easier, that they give them cheer and add some colour sees them succeed where many others fail.
They deserve our support as well as our custom.
In 2011 the Customer at the Heart Awards were established to celebrate this commitment to excellence in service.
Each venue is nominated by a member of the public. The Insight with Passion team conducts a mystery shop. If they are sufficiently wowed the nominee receives a Customer at the Heart Award.
It is free to enter and showcases the best in customer service.
Nominate your favourite gallery, café, restaurant, bookshop or even travel agent.
There are independent businesses battling to make sure our town centres remain exciting and vibrant destinations. They should be praised.
Insight with Passion founding partner Kate Hardcastle is a retail expert and ‘The Queen of Customer Service’.
Kate has a proven and award-winning track record in helping businesses to achieve their potential and engage with their customers. Her message is simple. You need to be switched on to a consumer’s needs. You need to be prepared to sacrifice a sale in the short term to send the customer somewhere they can get the right size, right product or an item that’s stocked by a competitor.
It takes real strength and confidence in your own product. It takes a need to put the customer heart and above and beyond the call of duty.
Sadly, Kate recognises that this isn’t the experience many customers are going through day in day out.
Consumer’s need to be able to shout from the rooftops when they have great service and force a change when it’s bad.
Only by understanding the impact customer service is having on the consumer, and how it’s witching them off, will retailers and businesses realise how vital it is to get it right.
This is at the heart of Kate’s approach to clients. Insight with Passion is a business transformation company that helps turn client’s vision into value. By understanding and engaging with their customers only then can they achieve their potential and succeed.
We were delighted to receive the “Customer at Heart Award” in our Gift Store on Bold Street earlier this year. As a company we pride ourselves on our excellent customer service and the team were really pleased to learn that our own customers had recognised this and had nominated us for the award. It has helped us stay focused and remain positive and has given the team enormous pride in their work.
Kate Cowie, Utility