The Dixons Retail Group has been recognised for its dedication towards its customers by winning the “Customer Service Initiative of the Year” for their KNOWHOW brand. By delivering a combination of good value, wide selection, and a friendly service, the team of KNOWHOW experts are able to provide help and support for a whole range of technological products, including 3D TV’s, kitchen appliances, and computers.
All customers are able to find KNOWHOW counters at their local PC World and Currys stores. As well as being able to offer help and advice, the in-store assistants can also organise the delivery and installation of your latest purchase. In addition, KNOWHOW boast team 1,400 of experts in a UK-dedicated 24/7 contact centre, along with 500 mobile technicians who are able to visit people in their homes.
The introduction of KNOWHOW was a part of the larger Renewal and Transformation strategy for Dixons Retail. This new program has resulted in the company significantly improving its consumer satisfaction scores, as well as increasing their market share.
The strategy has also seen the retailer merge its logistics, repairs, delivery, and call centres to provide one central point of contact. To further introduce a streamlined one-stop service, Dixons Retail has taken the steps to offer their customers a wide range of delivery time slots, SMS updates and tracking tools, and a high-end repair lab.
Katie Bickerstaffe, UK CEO for Dixons Retail, commented, "I am exceptionally proud of the entire KNOWHOW team, who have helped us deliver a total transformation in the breadth and quality of the services we offer to customers. We will keep innovating and building the KNOWHOW brand, which I know will continue to delight customers and lead the market."
The Dixons Retail Group was also commended for the design of its “Black” concept outlet in Birmingham in the “Store Design” category. The store has already received many national awards since it opened a year ago.
As the biggest and most established event in the UK retail industry calendar, the Oracle Retail week presented a total of 18 awards. Sarah Taylor, Senior Director, Oracle Retail said, “These important Awards recognise the achievements of those individuals and organisations that make British retail great. Oracle is committed to supporting the development of excellence, innovation, creativity and agility within retail businesses and we offer our congratulations to Dixons Retail.