Award-winning Retail from Blue Whale Spa

Award-winning Retail from Blue Whale Spa

Blue Whale Spa is a Nottingham based company and a leading manufacturer of acrylic shell hot tubs in the UK. The company is the only one that makes the journey from concept and design right through to installation at the home of the customer.

Their offer combined with friendly knowledgeable sales staff and customer service team gives customers the best possible hot tub purchase experience from start to finish.

Having won the Retail & E-commerce category at the UK Business Awards 2017, this article covers Blue Whale Spa's mission to bring customers high specification and high-quality hot tubs in a competitive retail world.

Business Context

Blue Whale Spa’s ultimate aim is to provide a luxurious and stress relieving product that is affordable to everyone. Achieving this mission meant that the company had to develop a strong online presence and an impressive showroom. Fundamentally, Blue Whale Spa wanted to create market-leading hot tubs with the best specifications for the lowest possible prices.

The company was created in 2011 out of the realisation that an average Brit spends less than an hour a day relaxing, leading to high-stress levels, depression, anxiety and other illnesses.

Over the years, Blue Whale Spa built on the in-depth know-how of the hot tub business, ultimately becoming a UK leader in the industry. Committed to developing their in-house expertise even further, Blue Whale Spa focused on addressing the ever-changing needs of their customers with better offers and better service

The Outstanding Initiative Achieved

Specialising in high volume production of premium quality, Blue Whale Spa creates hot tubs designed specifically for the UK market.

Their comprehensive product range, which continues to expand through research and development initiative, includes different shapes and sizes of hot tubs, swim spas and accessories.

Recent advancements brought the wide range of products to Blue Whale Spa’s customers through online offer optimisation as well as a new and improved showroom.

The company’s presence online is strong thanks to their e-commerce websites, social media presence and presence on third-party websites. Furthermore, their online presence is also supported via partnerships with major retailers such as Costco and Argos.

In order to continue providing customers with the best possible service, engagement and experience, Blue Whale Spa has recently moved and expanded their showroom offering.

Optimising their operation further also meant that Blue Whale Spa teams were on-board and able to provide new levels of service.

The company took the initiative to educate their customer service and sales teams to target new customers while providing them with high service standards that build long-lasting relationships with customers and suppliers.

The delivery and installation teams were also expanded to meet customer expectations and Blue Whale Spa implemented a delivery and post-delivery check to ensure and retain high levels of post-sale customer engagement and satisfaction.

Business Impact and Results

Blue Whale Spa’s operation has grown drastically in the last year with expected increases in repeat business from last year thanks to these changes.

Their highly trained and dedicated customer service team have also become the finalists in the eCommerce Awards for Excellence in 2017. The team contacts customers within short set times to improve customer journeys and after-sales processes.

As a result of the constant conversation with their customers, Blue Whale Spa is also able to design new, versatile and energy efficient hot tubs that are based on consumer needs, helping them engage with consumers and satisfy demand.

The UK Business Awards 2018

Is your organisation shaping the future of business?

Entering the awards is a valuable opportunity to bring your team together and celebrate your success. Not only that, the finalists receive a benchmarked feedback form from our panel of independent and impartial judges, and you have the opportunity to present your entry live to them at the awards finals in front of other industry leaders.

This year we have 25 categories aimed at organisations who want to shape the future of business and increase their engagement, reputation, and turnover. Entries can be from individuals and/or organisations, as well as companies who have partnered with other businesses to achieve their goals. To see which categories you could enter this year click here.