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.”

About The Author

Editor, Customer Experience Magazine

Experienced media professional with over a decade working in Irish journalism. I am a former newspaper editor now helming executive editorial duties with CXM.World, the premier online source for customer experience news, features, and opinion in the MENA region. Along with my previous appointment as editor of the County Antrim Post, I have worked for and contributed to numerous publications and broadcasters within the last ten years, including the Irish News, Irish Times, Daily Mirror, BBC, and more.