New initiative rewards good customer service

Insight with Passion have developed a scheme by which consumers can have their say about positive customer service experiences and nominate companies they would like to undergo the Customer at the Heart treatment.


Customer at the Heart has been designed to encourage and reward small and medium sized UK enterprises in the retail and service sectors, for their treatment of, and positive attitude towards their customers.


The objectives of the initiative are to highlight the service levels attained by SMEs against which service excellence can be measured, encourage SMEs to raise their customer service standards and reward SMEs that provide exceptional customer service


In achieving these objectives, Insight with Passion are supporting companies in a unique way encouraging them to connect with their customers by seeking their feedback and responding to their needs.


Insight with Passion’s Founding Partner, Kate Hardcastle commented ‘Customers are not loyal by nature and research shows that emotion influences purchase decisions six times more than rationale. It’s therefore imperative that in this current economic climate companies ought to be striving to connect with their customers on an emotional level, which is something that can be achieved by delivering excellent customer service and is something which we feel ought to be rewarded when done well’.


The first recipient of a Customer First Award was the Potting Shed Spa in Leeds, recognised for its uplifting ambience, incredibly friendly and intuitive staff and little points of difference, such as the retro TVs to enjoy coupled with a DVD of your choice when having a pedicure.



Sam Pearce, the brains behind the brand commented ‘We are delighted to be the first recipients of an award as part of the ‘Customer at the Heart’ initiative. The Potting Shed Spa has only been open a few weeks and has so much to live up to in respect of our sister business Eastthorpe Hall, which is now an award winning health and beauty destination. An acknowledgement such as this demonstrates the team is delivering a premium service and that our clients are embracing our ethos. We want our customers to know that when they enter The Potting Shed, our employees will work hard to welcome them and earn their trust whilst they enjoy a truly unique experience, and winning this award underpins that objective’.


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