Irish fuel and convenience retail leader Circle K Ireland are through to the finals of the inaugural Irish CX Impact Awards alongside Voice of the Customer specialists Maru/edr.
Recognised for CX Impact in the Auto and Fuel category, the Irish CX Impact Awards recognise achievements in measuring and managing Customer Experience excellence that delivers better outcomes for both customers and the organisation.
Despite having launched less than 12 months ago, Circle K Ireland’s ‘talk2us’ Voice of the Customer programmes is already delivering tangible results for the business, colleagues and customers.
Competition within the fuel industry is fierce and customer expectations for a compelling experience are higher than ever. With over 40,000 responses in a nine-month period, ‘talk2us’ has given Circle K Ireland customers a voice.
Resulting insight is shaping strategic investments and new initiatives, as well as day-to-day operations, helping to stand the Circle K Ireland customer experience apart. ‘talk2us’ has even supported reductions in call centre contacts, alleviating pressure on a busy customer care team.
Derek Nolan, Senior Retail Director for Circle K Ireland, said, “Rolling out our talk2us customer feedback programme has been a fantastic success for us. It allows us to garner detailed insights into our day to day trading and most importantly ensure that we are listening and acting on this hugely valuable feedback from our customers across the country.”
Gary Topiol, CEO at Maru/edr, adds, “It’s fantastic to be recognised for our work with Circle K Ireland and their Voice of the Customer programme. It demonstrates how, if embedded in business effectively, VoC really can deliver tangible outcomes and ROI almost immediately”.