Iconic Digital - Customer Service Team of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Iconic Digital, London, United Kingdom
Entry Submitted By: Awards Intelligence
Company Description: Iconic Digital is a multi-award-winning digital marketing agency, helping our global portfolio of customers succeed online. We manage all aspects of their digital strategy from search engine optimisation to social media and email marketing automation.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Transforming lives through business growth

Tell the story about what this nominated team has achieved since 1 January 2016 year (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Iconic Digital’s exceptional customer service is based on our unique principle of: “Transforming lives through business growth.”

For clients, this means substantial increases in sales and profitability thanks to our groundbreaking guarantee of a 3:1 return on investment (ROI).

We combine investment in leading-edge customer service technology with exceptional staff – all 17 of whom are members of our customer services team.

And we stand apart by giving 30% of our profits to charity to transform the prospects of thousands of vulnerable people – meaning that the more we earn through great customer service, the more we can give away.

2016-17 has been a phenomenal year for Iconic Digital: turnover hit £1M for YE2017, while sales and profits are up 400% in the last three years.

We have developed brand fans by delivering outstanding customer service. We were rated 9.8 out of 10 stars for customer service in our latest client survey, we achieved 95% retention of all repeat customers in 2016-2017, and 87% of clients have actively referred us new business in the last 12 months.
We work hard to achieve these outstanding scores. For example, 100% of our staff team engage with our customer service culture and win Directors’ Commendations for positive feedback. The entire team is KPI driven on 90% client retention and rewarded for this. Staff retention is over 95% – because our employees know they are doing a fantastic job.

We develop 'magic moments' with every customer, from sending a boxset to a client who missed the series on Netflix, to buying data for a client's campaign at no charge to them. Each client has a monthly meeting with one of our management team and we have created technology that alerts us if we have not spoken to a client in a week. To make sure we act on client feedback quickly and effectively, we have developed technology to record and monitor every client interaction, from voice recordings to email. This unique system is all part of building the strong relationships that give us our competitive edge.

Why are we so successful?

We express our values as “Trusted, Strategic, Integrity”: we are trusted by our clients to deliver success. The advice we give is fact-based, consultative, and strategic. We execute digital marketing campaigns with creativity, imagination and expertise, and with the utmost integrity. This means being the best we can be as a boutique agency where we nurture our clients as an extension of their team. This concept of partnership is not a cliché to us, it is critical to how we operate as a business.

We broke the mould in our industry by guaranteeing 3:1 ROI – for every £1 spent on marketing, our clients get a minimum of £3 back – and while very few competitors have successfully replicated this approach, we have achieved up to 15:1 return.

Case studies are supplied in the supporting material attached.

Our charity motivator

One of our drivers to deliver fantastic customer service is that we devote 30% of our profits to funding charitable projects. Our goal is to donate £1 million a year to good causes. We have our own charity, Crown Global, leading social regeneration, education, healthcare and water filtration projects in Uganda, Rwanda and Kenya, where our CEO, Steve Pailthorpe, is personally advising the Vice-President on how digital media can engender peace and democracy ahead of difficult elections. A third of our giving also goes to British charities such as The Teenage Cancer Trust and Urban Youth Action.

Iconic Digital uses technology to develop the very best relationships and highest standard of service for our customers so they refer and recommend us – and we can keep on transforming lives.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated team since the beginning of 2016 (up to 150 words).

-9.8 out of 10 stars for customer service in latest client survey
-Staff retention 100% – and 95% retention of all repeat customers in 2016/2017
-87% of clients actively referred new business in the last 12 months (the rest saying they would if they had the opportunity)
-Monthly engagement with 5 million individuals via social media and Klout score of 54 on Twitter – sector average is 20-30
-European Business Excellence Awards winner
-Acquired key prestige client accounts including The Royal Collection and Hackett London
-CEO Steve Pailthorpe ranked in the top 0.1% of people talking about social media and digital marketing on Twitter
-Listed 16th in the global ‘Top 100 Digital Influencers’
-Introduced highly motivating expenses-paid trips for staff to volunteer on our charity projects, such as in Africa.
-2016/17 turnover hit £1 million.