Ferry firm Red Funnel enjoyed Titanic success at the 2017 UK Customer Experience Awards, but unlike the supposedly ‘unsinkable’ Belfast-built ship, their fortunes are set to continue.
The company claimed the Hospitality, Tourism, and Leisure Award at the Wembley gala event, leaving runners-up London Midland in their wake.
Judges got on-board with their ship-shape CX solution, in which the firm trained staff to ‘think like a customer’.
This process – carried out in partnership with fellow 2017 CX Award winners Brand Biology – led to the overall reduction in complaints.
Kevin George, Red Funnel’s CEO, told CXM of his team’s joy at winning the coveted title.
“Being recognised at this level is a real honour. We take tremendous pride in what we do and we like to think we’re doing a good job, but to hear it from our customers and now to be acknowledged by industry experts is a tremendous compliment,” he said.
“Our staff work tirelessly to make the crossing to and from the Isle of Wight a warm and memorable experience for our customers, so this award truly belongs to them. I could not be prouder of their achievement.”