Best Customer Service Team : Pet Circle
Retail Supplier of the Year : Tryzens
RETAILER AWARDS
Best Customer Service Team : Pet Circle
Sponsored by Alltel
Retail Supplier of the Year : Tryzens
Sponsored by Octomedia
H elping its clients compete successfully on the world stage , Tryzens took home the award for Retail Supplier of the Year .
Known for its expertise in helping clients to navigate omnichannel , international and multi-branded digital commerce , Tryzens has created digital flagships for the likes of Cotton On , Sweaty Betty , Priceline and Penfolds , just to name a few .
Drawing on a wealth of experience , it is able to assist retailers with everything from enhancing customer experience and capitalising on opportunities in new markets , to choosing the best third-party technologies for payments , loyalty schemes , content integration and personalisation .
Beyond this , clients praise Tryzens ’ willingness to ‘ go the extra mile ’ to deliver the best possible outcome for them and their customer , thus adding value through every step of the process .
Tryzens ’ client strategy and success director Simone Busch said the company was grateful for its continued client partnerships and humbled by this recognition .
“ Our talented team of digital commerce consultants are passionate about helping clients define , prioritise , and deliver customer informed and validated roadmaps . In doing so we help our clients have greater confidence and organisational alignment [ in ] the initiatives in which they are investing ,” she said .
“ We help create the moments that matter for their customers and in doing so positively impact their trading performance .”
A ccording to vice-president of customer experience Keira Warren , a key feature of Pet Circle ’ s customer service approach is its commitment to building deep and genuine relationships with customers and their pets .
This is epitomised by its ‘ WOW moments ’ customer service initiative , which enables “ pet parents ” to share images and special moments on social media . Warren explained that this initiative has strengthened customer loyalty , and contributing to its impressive customer satisfaction score of 95 per cent .
Pet Circle has identified its customer service team as a key differentiator . It has developed a strong onboarding program , and develops leaders to provide the best support for its team . The company also offers ongoing training for staff , and makes sure to celebrate its team with awards to build brand pride .
“ We have built a team of knowledgeable , curious , empowered and engaged specialists who are adept at creative problem-solving , have a deep compassion for our customers and love pets ,” Warren said .
“ We provide enough guidance to ensure consistency and quality , while still letting our team members be themselves so they can have conversations with pet parents that allow them to connect and uncover WOW moments .”
She added that Pet Circle ’ s social media team responds to each review within 24 hours – acknowledging positive feedback while seeking to understand and remedy less favourable experiences .
“ We aim to create genuine relationships with our customers and their pets through building trust , providing memorable moments , encouraging loyalty and ultimately helping [ people ] ‘ pet ’ better ,” she said .
What the judges said : “ The customer service ‘ philosophy ’ is very good , with empowerment and motivation extensively addressed through sharing of information and transparency .” — Gary Mortimer ►
What the judges said : “ Positive outcomes are clear and supported by evidence . There is a strong link between the industry partner ’ s role and the retailer ’ s delivery of exceptional customer service .” — Gary Mortimer , professor of marketing and customer behaviour , Queensland University of Technology
May 2023 www . insideretail . com . au | 47