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Clothes2Order wins national award for customer focus

Clothing supplier Clothes2Order has scooped a national award for its focus on customer experience.

The online company, which prints and embroiders logos on to corporate uniforms, promotional and event clothing, won the digital category prize at the fourth annual UK Customer Experience Awards, which were held in London.

The judges praised Clothes2Order’s management team for their innovative approach to ensure customers enjoy the best-possible experience when ordering from the company, which is based at Trafford Park, Greater Manchester.

The rapidly-growing business was in good company at the awards, with other winners including Virgin Media, Capital One Europe and Greene King.

Clothes2Order has invested £350,000 this year to upgrade its e-commerce operations and make ordering simpler, and to increase capacity to speed up production.

Its bosses hold weekly meetings to monitor customer behaviour and reviews, analysing ‘the good, the bad and the ugly’ of feedback, and the firm runs an ideas competition to encourage staff to suggest ways to improve its service.

In addition, employees do not hesitate to go the extra mile – literally – to ensure customer satisfaction.

Managing director Michael Conway said: “Members of our team have frequently personally delivered garments to customers who are desperate for their goods but have left their orders until the last minute for an event or trade show.

“These include uniforms for the opening night of an Indian restaurant, shirts and hoodies for a rugby club about to set off on tour, and promotional t-shirts for exhibition goodie bags at Manchester Central just before visitors started to arrive.”

Mr Conway added: “Customer experience comes before short-term profit as we strive to create a great impression on those buying from us, irrespective of the size of the order.

“Our strategy is to grow by offering an exceptional service. The measures we have taken have not only led to higher levels of customer satisfaction but have also contributed to the rapid growth of the business, with year-on-year sales currently 60 per cent ahead.”

Clothes2Order supplies polo shirts, t-shirts, hoodies and sweatshirts to more than 10,000 businesses and organisations across the UK and Europe.

It is the fastest-growing part of Quayside Group and employs 41 staff. Last month, the firm announced the appointment of well-known entrepreneur Lara Morgan as a non-executive director.

This was posted in Bdaily's Members' News section by Clothes2Order .