Customer Contact

Travel Counsellors, the provider of bespoke corporate and leisure travel, has been recognised by the National Business Awards for its outstanding levels of service, claiming the 2017 Customer Focus Award.

This rounds off an exceptional 12 months for the Manchester-based travel company, which this year witnessed record sales figures, both in the UK and internationally. Between March 2016 and March 2017, total transactional value hit £500m for the first time, while accounting turnover rose to £188m in the year to October 2016, up from £162m last year. This is the 11th consecutive year of double digit revenue growth, while profits also rose by more than a third.

This international growth has seen the company secure a place in the 2017 Sunday Times HSBC International Track 200, the sixth time that Travel Counsellors has been included on the list.

Held at London’s Grosvenor House Hotel, the National Business Awards recognises and rewards excellence across the UK. Now in its 16th year, the event is attended by more than 1,200 business leaders across the country, with a judging panel including the likes of IBM, M&S, Unilever and the Prince’s Trust.

The Customer Focus Award was designed to recognise those companies that strive to innovate around customer experience and exceed existing industry standards. The judging panel considered how Travel Counsellors’ customer service strategy contributed to its improved financial performance, as well as the ongoing operational performance and leadership.

Steve Byrne, CEO at Travel Counsellors, said: “This award is testament to the quality of the people at Travel Counsellors and the care we show our customers, and reflects the success of the business model created 23 years ago. Travel Counsellors’ highly relational model is based on empowering our 1,700 travel business owners to create lasting relationships with their customers, building trust and caring for them more than anyone else.

“We invest heavily in technology to enhance the really personalised experience they provide, rather than replace it. We are constantly innovating and looking at what we can do next to support our people even further in doing this. So, we are delighted to have been recognised for our commitment to doing the right thing for our customers with such a prestigious award.”

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