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What does dedication to customer service look like?

The Institute of Customer Service (ICS)’s Customer Satisfaction Awards ceremony last Tuesday in London is a very good representation. Imagine a room full of over 750 people who have been committed to driving exceptional levels of customer satisfaction for their organisations cheering on the presentation of 13 awards and sharing their stories of success with each other. I was there with 10 other representatives from our Support, Account Management and Professional Services teams, waiting to see whether we would be honoured with the Customer Focus Award after our fifth shortlist in a row and a win in 2014. Being one of the 127 nominees was quite a feat in itself, as the ICS is the only independent professional body for customer service. They receive hundreds of applications each year and it was great to see a number of our customers also nominated.

We were incredibly thrilled when the presenter announced Adestra had won the Customer Focus Award for the second time, and we were so pleased to accept on behalf of every team member. This great news comes just a week after Adestra won the Bronze for Customer Service Department of the Year at the Stevie Awards. And one of our longest-standing clients, UBM, presented us with their Supplier of the Year Award in January.

In a marketing technology industry that is ever expanding – as we’ve seen in Scott Brinker’s annual Marketing Technology Landscape – every team member at Adestra, from our programmers to accountants, employees who have been with us for 14 years or 14 days, ensures we keep our dedication to customer service at the core of our business. We truly believe that the need for a real partner in leveraging the enormous potential from data and technology in digital marketing is bigger now than ever, and by working closely with our clients, the biggest successes can be achieved.

From the day we were founded, we knew that marketing success takes more than just technology which is why we like to say we are a Software AND a Service company. We’re humbled by the positive feedback that we get from our clients but beyond that, winning these awards, recognizing the value of an obsession with customer success, from prestigious organisations and clients, has made us prouder, more excited and more appreciative than ever!

One vision to be constantly focussed on our customers’ First-Person Marketing success!