INDUSTRY VIEWS INDUSTRY
Comment by Matt Jinks, National Sales Manager, Liebherr
Why Customer Experience Matters
Customer Experience encapsulates
A green future for refrigeration
There is extraordinary innovation happening in the refrigeration category. As consumers demand more from their appliances, technology is developing at pace to help users lead more convenient, healthy and crucially, sustainable lifestyles. Whilst long-term financial savings and energy efficiencies are important factors in converting sales, the wider environmental impact of products is increasingly key in shifting consumer purchasing patterns.
From the lifecycle of a unit and the reusability of its components to a brand’s renewable manufacturing techniques and eco logistics, consumers care what impact their appliances are having on the planet. As we look to the future of the refrigeration sector, there are impressive strides being made to ensure all fridge-freezers can be entirely recycled. Just look to Liebherr’s BluRoX technology that is leading the way here. As a sector, we must work tirelessly to provide products and services that drive and uphold a more circular economy if we are to see any real change.
everything a business or an organisation does to put customers first. From managing their journey through ordering and delivery, to offering advice, guidance and product support, the key is to ensure they’re fully informed and that interactions exceed their expectations. For Customer
Experience to be truly successful, all
departments need to be aligned so that they work together efficiently. This is something we work hard to maintain, as it enables us to provide
VIEWS
Comment by Rebecca Langton, Customer Experience Manager, HiB
our customers with memorable and relevant experiences. The more satisfied a customer is, the more likely they are to return. It has been reported that 87% of people who had a positive encounter with a company are likely to buy from the same company in the future. After all, when a customer purchases a product, they’re buying in the knowledge that they’re going to be looked after during the process, so it is hugely important to get it right.
Sustainability in the bathroom industry today
Sustainability can be best described as meeting the needs of the present without compromising the ability of future generations to meet their needs. It has three main pillars: Social, Environmental and Economic. People, Planet, Profits.
This has become the most important challenge businesses and in turn customers face today. What we purchase is our greatest vote if you want a sustainable planet you need to make sustainable choices. We as businesses need to offer that product, independent studies have shown that consumers are increasingly favouring brands with a commitment to environmental sustainability.
Unfortunately this has led to a lot of companies green washing to gain this business, this shows how valuable this desire for consumers to make sustainable choices is but as an industry and as a society we must maintain integrity.
It is the choices we make and offer today that lead to tomorrow’s opportunity. We must act now to avoid obsolescence in the future.
Comment by Claire Wilkinson, Marketing Director, JIS BKU FEBRUARY 2023 7
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