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How Maggie Sottero won the Special Recognition Award for Exceptional Customer Service

We interview winners of the 2020 Bridal Buyer Special Recognition Award - Exceptional Customer Service from a Supplier - Maggie Sottero.

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How did it feel to know you were nominated by so many boutiques across the country for providing outstanding customer service during a global pandemic?

This recognition means the world to us. Through this tough time, we have been constantly inspired by the resilient Maggie Sottero Retailer community and their strength has ignited our hope for the future. To be recognised by such an amazing group of people is truly heart-lifting. We couldn’t succeed without our boutiques, and we can’t wait to continue our award-winning service and win-win partnership they have come to expect.

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Could you please tell us about the programme you have run this year and how it led to you winning this award?

Maggie has been evaluating how we can use this time to lead forward. We have been using this time to take an in-depth look at our business and implement practices that will be successful and lead in this new normal. We are adapting to the evolution necessary for the bridal industry to be in an even stronger space. We’ve been committed to providing the best-in-class resources for retailers during this time to support their efforts with distance-based experiences, digital sessions, and virtual appointments. These resources include in-depth, personalised webinars for stylists and retailers with topics such as Diversity in Bridal, Establishing a Marketing Routine, Crisis Communication, Reopening with Impact, and more. We’ve provided a weekly email with helpful tips and tricks on going digital, how to have a successful reopening and providing marketing materials for retailers to utilise on their website and social media. Our committed Sales Team has had consistent check-ins with our retailers to make sure our valued partners were supported during this time. We were the leaders in the industry to offer such support and valuable guidance during an unprecedented time.

We also sparked the Maggie Magic by quickly shifting and adapting to a digital format after our Spring markets were canceled. We were the first ones in our industry to do so, as our quick adaptability and agility allowed us to be leaders in this space. We hosted our first-ever virtual runway for retailers to debut our Fall 2020 collections through a live watch party, and we continued this digital platform for our Spring 2021 debut.

What are your plans for supporting your retailers in the future? Are you going to continue running your award-winning digital programme?

Absolutely! We are thrilled to explore the realm of digital even more. We are already planning more virtual runways, digital experiences, and distance-based touch points. Our webinar offerings continue to evolve to ensure relevancy and that our resources reflect the market needs to best support our retailers with the changing industry. The prospect of tomorrow is met with joy, creativity, innovation, and even more Maggie Magic!

Why is it important to build relationships with your retailers and what are your three key points to successfully deliver outstanding customer service?

It’s important to build relationships with our retailers as this is a win-win partnership, their success is our success. We love seeing our boutiques succeed, and we truly care about them and their unique business. We love connecting with our valued retail partners. We are here to support them as much as possible and are constantly training to better serve them. We share the same goal, which is to make a bride’s dream a reality and we truly love working with them to make that happen. Our lines of communication are always open to our partners.

At Maggie, the three key points to successfully deliver outstanding customer service are

1. Innovation. We are always striving to evolve with the changing industry and be leaders.
2. Quality. Maggie is committed to providing best-in-class support.
3. Win-Win Partnerships. Mutually beneficial partners are crucial to Maggie’s success.


Click here to read the full article in the latest issue of Bridal Buyer and see who won each category for the Bridal Buyer Special Recognition Awards.

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