The Lloyds Bank - National Business Awards UK 2017   

 

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Investment in customer focus pays dividends in growth for Clothes2order

Investment in customer focus pays dividends in growth for Clothes2order

27 Aug 2015 by: Rohma Ahmed

Clothes2orderClothes2order is a rapidly-growing business based in Manchester, producing printed and embroidered clothing for uniforms, promotions & events. Operating in the personalised clothing industry, Clothes2order's client list includes blue-chip businesses such as Kelloggs, McDonald's and Microsoft, through to SME's, charities, clubs and organisations.

Improvement of the customer journey and experience saw 98% of customers over the past 18 months stating they'd repeat a purchase

2014 was the most important year in the company's history, as they saw sales grow from £4.4m to £6.5m, with profit almost five times higher than in 2013. They produced 50% more customisations than in 2013, not only reflecting excellent sales growth but successful operational management of increased demand.

The success centres from investments during 2013 in every area of the business, with customer focus as the forefront of the company’s annual investment. Over the last 12-18 months, Clothes2order have focused on continual improvement of the customer journey and experience, with 98% of customers over the past 18 months stating they would purchase with clothes2order again. Investment in people and processes has also enabled the company to make innovations and increase the use of the latest digital technologies, which has led to significant improvements in production, speed, quality and reliability.

Further investments across the board, include marketing and e-commerce has enabled clothes2order to focus on customer acquisition. Additionally, lead generation cards and advertisements on social media have enabled the company to target specific customer types, allowing them to approach customer acquisition in a more tailored manner.

Michael Conway, MD at Clothes2order, has said: “It is incredibly pleasing to have our efforts recognised and has further driven our aspiration to continually enhance our offering through creating customers who are not only happy with our service, but who become advocates of our brand.”  

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