We’re chuffed to bits to have won the Kingston Business Excellence Awards Customer Service Excellence category.
We beat off stiff competition from 10 other very deserving and excellent companies, to win the category outright.
Gordon Smith, Head of SEO at Dotwise, said:
This is the first time we have entered a competition like this, so to win in our chosen category is really special.
We chose the category of Customer Service Excellence because it’s something that is very close to our hearts.
There is a lot of competition in our sector. So, we have to deliver something special.
When customers buy services like ours, they do so because they don’t have the knowledge or experience to do the job – whether that’s getting to the top of Google or saving money on advertising campaigns, or whatever it might be.
The main way customers can differentiate between us and our competitors isn’t because of what we do, but how we deliver it to them and explain it to them.
In many ways, they are buying the customer-facing experience rather than the technical knowledge, which they assume (rightly) that we can deliver.
To differentiate ourselves, we use customer service.
This is built into our business model and starts from the first contact with a customer and goes all the way through the customer life cycle.
What makes this work is having a team who are totally on board with the idea of customer service. Even though so much of what we do is technical work, having a team that is passionately dedicated to customer service is essential. But in our market, it’s rather rare.
So I dedicate this award to the incredible hard work of the Dotwise team.
That’s Ros Rowlatt, our head of PPC, Michele Andrews who is our Client Co-ordinator – her job is all about customer service – and Anthony Annarino our Web Technician. They have all contributed a continual flow of brilliant ideas on how to keep our customers happy and smiling.