High Blantyre Family Shopper and Post Office, Glasgow was awarded overall Best Shop at the Independent Achievers Academy Gala Night, a wonderful achievement.
Postmaster Mo Razzaq picked up the award, as well as a category star for Digital Engagement, at the glittering awards ceremony on 22 November.
Memorable shopping experience and digital skills impress judges
IAA award judges said: “Thanks to his digital innovations and excellent facilities, including a dessert and breakfast bar, Mo has created a memorable shopping experience for all his customers. His work on social media to engage shoppers with new promotions, along with his ambition to improve his store, is why Mo continues to maintain his store footfall.”
“Mo has an incredibly comprehensive digital strategy. He has set up his own shopping app and started deliveries, resulting in doubling the average basket spend to over £16 and improved margins. He has also developed his own branded loyalty scheme. Mo has free Wi-Fi in-store and power points and wireless points for customers to charge their phones.”
Mo Razzaq, said: “I am absolutely thrilled to be named Overall Best Shop and Digital engagement category star. “At Family Shopper, we believe in looking after our customers and pride ourselves in working closely with the community, charities and local businesses. We put our shoppers first and are always looking to add value to their daily life, by delivering the best bargains every day.”
Customers appreciate targeted special offers
Mo Razzaq and his son Nein have been busy developing a Privilege scheme for shoppers and making greater use of social media. Customers signed up for the privilege scheme get special member deals and early bird sale alerts. They use a computer package called Darius to personalise offers for customers based on information given when they sign up.
These targeted offers have really helped sales. Someone without a Privilege card spends on average £7.99, someone with a card spends £12.99 on average, incentivised by the deals.
Postmaster Mo Razzaq introduced a one-hour delivery service, unlike most supermarkets which only offer next day at best. Uniquely, customers can pay by card or cash and they can order on line or by phone, as not everyone has the internet or likes using it. Four extra staff have been employed to help with the delivery service, bringing the team up to 35 staff.
Mr Mo Razzaq, said: “Customers really appreciate the targeted special offers, as they are for items they’re interested in and they save money. The number sign ups is increasing week by week and around 12 per cent of customers are fully making the most of the offers.
Mo and his store are at the heart of his community. His use of technology to improve customer experience is ahead of its time. The addition of his Roxy’s dessert bar gives Mo’s store a clear point of difference and ensures his store remains at the front of people’s minds. This, complemented by his Privilege scheme and Subway franchise are ensuring High Blantyre Family Shopper and Post Office maintains footfall at a challenging time in the retail market.
Great role models
Neil Ennis, Post Office Network Transformation and Network Development Programme Director: “We are thrilled that High Blantyre, Cloughoge and Woodhouse Street Post Offices were Category Stars in the IAA awards, great results. We have many amazing postmasters. Congratulations to all of the 33 shortlisted branches and 12 finalists with Post Offices, they are all great role models as we look to the future.
“We are proud to support the IAA awards, sponsoring the Customer Service award and offering expert advice to retailers. We recognise that these awards help motivate retailers to grow their sales and profits by following expert advice and learning from the best practice and innovative ideas from the UK’s best independent retailers.”