Dulux Decorator Centre has been awarded the British Coatings Federation award for Customer Service for its new ‘Customer Segmentation’ programme. Dulux Decorator Centre has led the way for paint merchants with its new initiative that has seen it become even more customer centric, with targeted and personalised experiences for all.
The British Coatings Federation (BCF) Awards celebrate excellence and innovation within the UK coatings industry. The Customer Service category recognises the importance of customer service within the paints, coatings, inks and wallcovering sectors.
Since 2020, Dulux Decorator Centre has been enhancing its service model and encouraging a ‘customer first’ culture across its business. By segmenting its customers, the paint merchant has ensured everyone receives a personalised experience that is relevant to them and their company goals.
Guy Butterworth, Managing Director at Dulux Decorator Centre, says: “Our service philosophy is based on building partnerships, establishing lasting support, reliability and trust. We exist to help customers succeed, which is why we strive to create personalised experiences and make life easier for them every time we connect.
“The more we learn about our customer segments, the more we see that a one-size-fits-all approach to range, merchandising, and communications isn’t suitable. To provide the best service possible, we need to be flexible and work with customers to understand their individual needs. That is why we are taking a ‘Centred on You’ approach to everything we do at Dulux Decorator Centre.
