“Excellence in CX” Awards 2024
It’s that time of the year again!
At Deep-Insight, we have the privilege of partnering with some amazing organisations who work hard to ensure that their customers – and employees – have their voices heard loudly.
Good companies use the Voice of the Customer to drive strategy across all areas of their business. We are proud to work with customers who align with our mission to ‘Inspire Transformation’ based on open and honest feedback from customers. That is what our Customer Relationship Quality (CRQ) framework and methodology is designed for.
With these awards, we want to showcase some of the great CX work that we have seen in 2024.
4 Award Categories in 2024
Each year, we ask our Deep-Insight CX consultants to reflect on the ordinary and extraordinary things that their clients have done over the previous 12 months. We ask them to nominate any client that has taken a different or unique approach, or that has simply done the basics customer experience tasks really, really well.
We then have a series of discussions to decide what awards should be given, and which clients should be nominated for those awards.
This year, we have decided to make four awards in the following categories:
Using CRQ for Growth
The layers of CX maturity are many and varied. As with any methodology, the value from CRQ is only as effective as the teams who use it. The most mature organisations not only use CRQ to inform strategic decisions. They also use it as an integral sales tool to validate, support and drive revenue growth.
Best CRQ Response
When customers share their views with you, they expect you to respond. The surprising this is that the leadership teams in many companies struggle to respond effectively. A good response requires decisive action and an ‘execution’ mindset to follow through with decisive strategic decisions.
Embracing CRQ
Many people view customer experience as a set of tasks: customer journeys, mapping, surveys. Steps in an overall programme. Few companies embrace it as a way of life. It’s not easy, and requires leadership. Companies that embrace CX invariably receive strong recognition – and more business – from their customers.
Best CRQ Comms
Customer Relationship Quality (CRQ) is not just about sending out surveys. It requires active involvement from customers, and it needs all employees in a company to embrace it wholeheartedly. Communications – both internal and external – are key to a successful CX programme.
In the second week of December, we will announce the winners, just in time for Christmas.
We can’t wait!
A Reminder of Last Year's Winners
open eir was awarded Best CRQ Newcomer in the Deep-Insight Excellence in CX Awards for 2023.
Insight won the award for Best CRQ Engagement last year. They contacted 203 key decision makers, influencers and operational contacts across their strategic clients in Europe. 100 of the 203 responded – a whopping 49% engagement rate.
DWF, a long-standing customer of ours, has been awarded Best CRQ Score with a a CRQ score of 6.0 (as well as a Net Promoter Score of +62).
Pelican Self Storage was awarded the Best Focus on ERQ prize for its ongoing commitment to Employee Relationship Quality (ERQ), the sister methodology to CRQ.