New age milko

Aussie farmers is the winner of the BRW and AMP Capital Shopping Centres Best Customer Experience award

Since it started in 2005, customers have relished the return of this business’s “old-fashioned” home delivery service that delivers fresh bread, milk, meat, fruit and vegetables to their door.

Aussie Farmers Direct – winner of the BRW and AMP Capital Shopping Centres Best Customer Experience award (the only category open to popular vote) – places a premium on customer service. Its goal is to transform good customer service into something more – a customer experience. The chief executive of Aussie Farmers Direct, Braeden Lord, pictured, says customers expect service providers to meet “transactional” service measures such as billing, delivery times and product quality – “that’s the service they’re buying” – but the aim has always been to exceed those expectations.

“The ability to provide the practical elements of customer service is important ... but over and above that we seek to provide what we describe as a holistic experience,” he says. An important part of being an Aussie Farmers Direct customer is the knowledge that buying its products supports Australian farmers and contributes to the sustainability of rural and regional communities, he adds. “These are benefits layered into the business; it’s not something we’re too overt about but it adds an emotional dimension to the practical side of being an Aussie Farmers Direct customer.”

Customers say: Aussie Farmers’ customer service is of a high standard. The delivery person is amazing and always happy. This is a great Australian company.

To see the other winners:

The Body Shop (Multi Channel Retailer of the Year)

Woolworths (Sustainable Retailer of the Year)

Bankwest (Successful Retail Marketing Campaign of the Year)

Dan Murphy’s (Outstanding Retailer of the Year)

Aussie Farmers (Best Customer Experience)

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