Gerry Ford, of Caffe Nero fame, doesn’t dilly-dally… the winner is NET-A-PORTER.COM!!! It’s the world’s premier luxury online fashion retailer with a site currently viewed by more than 1.8 million women per month. Net-a-Porter’s website, presented in the style of a fashion magazine, offers the international fashion-savvy customer all the latest, hottest looks and all the world’s cutting-edge labels via worldwide express delivery. And that means a lot of demanding customers. (After all, many of them will be spending up to £10,000 per year on designer clothes.) So the constant improvement of customer service is right at the top of the priority list. This year has been no exception. A global customer care manager has been appointed; local language customer service teams now dispense fashion advice in a variety of languages; more than 1.5 million e-mails are now sent every week including a “what’s new” e-mail that is tailored to the individual subscriber’s product, category and designer preferences; a dedicated area within the Virgin Upper Class lounge at Heathrow with an on-site personal shopper has been created. The results? For the financial year to January 2008, turnover grew from £37m to £55m. The number of new Net-a-Porter customers each month currently averages 6,500 compared to last year’s 3,500. Chief operating officer accepts the award, telling us it’s “really very thrilling”. He also thanks all the ladies in the room for their support!
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