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By British Baker 2022-08-10T11:00:00+01:00
Sponsored by CSM Ingredients, the award celebrates businesses that have gone the extra mile for their clientele.
Here are the finalists for the Customer Focus Award 2022:
J W Rose Bakers has been in business since 1940 but does not stand still and last year invested in state-of-the-art technology to ease and speed the experience of its 220 customers who come in daily to order freshly made sandwiches. Before the installation of two kiosks with easy-to-use menus, it required two staff to manage order slips plus four to make; now, all six staff concentrate on making orders. Another plus is that customers can order ahead – be it 10 minutes or five days – as the tech links into the bakery’s online ordering system. It’s been so successful that a third Kurve kiosk has already been installed. “Great customer focus,” said the judges.
Lovingly Artisan opened the Kendal Bread Store directly opposite to its bakery headquarters in response to customers who were craving a new shopping experience and a return to the high street post-pandemic. The store is designed as a community-nurturing bread emporium that showcases ancient artisan methods and organic heritage grains as well putting the bakery’s entire range on display, from fougasse to grissini. There’s also a tasting table.
The store showcases innovation and nutrition and feeds, says the company, into a customer demand for shopping that is not just transactional but educational and builds meaningful connections. “An impressive customer-facing move, opening a physical store alongside a successful online business,” said the judges.
This entry from The Village Bakery shines the light on the bakery’s support for Marks & Spencer’s in-store ISB teams, providing product knowledge and training at a purpose-built on-site Academy that, at the time of entering, had already hosted 100 M&S bakery colleagues.
The academy is fully equipped to the same standard as a M&S ISB, with ovens, chillers, freezers, display stands and even the same POS. It’s managed by ISB specialist Phil Martin. The purpose is to ensure the M&S ISB teams are passionate and knowledgeable about the products and enhance the M&S customer experience as well as maximise sales. “A unique project with a positive impact,” said the judges.
Thanks to our category sponsor
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