The finalists in the Customer Care category at the Norfolk Business Awards 2018
PUBLISHED: 11:57 17 October 2018 | UPDATED: 12:30 17 October 2018
Introducing the finalists in the Customer Care category of the Norfolk Business Awards 2018, sponsored by Greater Anglia - and what our judges thought of them.
• One Traveller
One Traveller is the UK’s leader in single holidays for over-50s. The all-inclusive holidays allow travellers the peace of mind that everything is paid for in advance of their trip, with no single supplements or single rooms. The company was founded in 2007 by Ian Darkin, who led the first tour to Prague. Since then, the family-run company based in Swaffham has grown to offer more than 50 different holidays around the world in over 30 countries.
Judges’ comments: One Traveller is an independent tour operator, catering exclusively for the mature single traveller. This Norfolk-based family-run business, has grown from its original kitchen table set-up to the successful business it is today, employing more than 20 members of staff in its Swaffham headquarters and a further 30 members of staff internationally. The entire business is built around the unique needs of the customer. Every tour is meticulously curated by the in-house team, who are constantly reviewing and improving the offering and services to ensure that they continually deliver the full four and five star experience, while ensuring that they maintain the all-important personal touch. There is no doubt One Traveller is fulfilling its goal of empowering guests to continue, or begin to travel alone.
FXhome is a technology company based in Norwich. It develops industry leading software including “HitFilm” - now the fastest growing video editing software in the world. It employs more than 20 people, many of whom are local graduates. It was founded in 2001 to be the best place for young and emerging creators to start out. It now has a rapidly growing community of 3.2 million users across 160 countries.
Judges’ comments: FXhome believes in creativity and making powerful tools accessible to everyone. Its software powers countless creative projects worldwide, from video tools to photography tools; FXhome is committed to designing advanced software for the next generation of creators. What started as a big idea on a little budget has grown into a global movement. Strong leadership with a clear direction to stay committed to users has paid dividends. Empowering users to become part of an ambassador programme ensures that their products continue to be developed for the users, by the users. The passion and enthusiasm for their product and their ability to connect with their customers was evident throughout.
NorseCare provide care and support for over 1,400 people in residential care homes and housing with care schemes in all areas of Norfolk. It provides specialist care and support in many of the homes and schemes for people living with dementia. All of NorseCare’s customers are therefore very special, as well as their friends and families. NorseCare employ over 1,600 care staff in Norfolk, contributing a massive employment opportunity in Norfolk.
Judges’ comments: One of Norfolk’s largest care providers has a person-centred approach to care, which puts the 1,400 residents and tenants at the heart of everything the company does. This was evident in the customer satisfaction measures and scores from both internal and external sources. NorseCare summarises its ethos as: “Our customers make our reputation and this is recognised nationally and locally as being exceptionally good. Our care philosophy for customers has a very simple test: “Would I or one of my family members be happy living here?” If the answer is an absolute yes, then we know we are delivering the right service.”
• Cornerstone (East Anglia)
Cornerstone (East Anglia) is an expert installer of external wall insulation, render and cladding. A family-run business with a reputation for excellent customer care, Cornerstone is a member of the Checkatrade platform and an active member of the local community. Having grown organically since 2004 to become a regional industry leader, Cornerstone now directly employs 18 people, all of whom are specially trained and highly motivated to give its customers the best possible experience.
Judges’ comments: Cornerstone is a family-run business established in 2004 that specialises in the installation of energy efficiency measures and particularly external wall insulation. It has built a business entirely through organic growth over the last 14 years. The core work that Cornerstone undertakes – external wall insulation – is highly visible, often transforming the appearance of a property and becoming a local talking point. Energy efficiency measures are frequently one-off jobs, so the customer service strategy is to enhance reputation on every project, resulting in the highest standards of customer care being delivered.