p06-p07 BKU-JAN22 Industry Views x 6_bku 07/01/2022 09:03 Page 7
INDUSTRY VIEWS INDUSTRY A Customer Centric Culture
Customer centricity plays a crucial role in any business, and it goes beyond providing a positive buying experience at the pre-sale stage. The message to our workforce in Uform is simple, without the customer we don’t exist. The journey starts with the customer and ends with the customer and our being is to create an environment which meets their needs and expectations. Our customer centric culture reinforces our vision of, “making it easy for
customers to create and deliver the heart of any home.” Our commitment is to deliver on our promise of quality, choice, service
and value. We are fixated with innovation and creativity at every opportunity and it’s this approach that has enabled us to build long term relationships Uform’s
Comment by Simon Oliphant, Group Managing Director, Uform
Customer Services department provides a pivotal role in delivering on our promise. It’s a vital element of what we do. However, there is no point offering a customer service centric culture without investing in
the engine room. Both are equally
important, and our continued focus and investments will enable us to offer an even better buying experience in the future
The constant evolution of the showroom
Are you afraid of change? How do you feel about the advancements made in retail technology?. We’re fortunate to cross paths with many retailers who are happy to embrace technological changes to strengthen their business. But there’s still some that won’t. The fact is that technology has always been changing retail. From the
bartering systems of the early civisilations in 9000BC, to the UK’s first shop opening in 1706, technology has been there. From the first cash register invention by James Ritty in 1883, to the invention of the shopping trolley in 1937, technology has been there. From the first credit cards in the 1940s to the emergence of barcodes in 1974, technology has been there. And retail has always been better for it. As far as digital is
VIEWS
concerned, nothing has changed: everything changes. The only threat to retail is the misplaced fear of change.
Comment by Nathan MacLean, Managing Director, Virtual Worlds
Traditional design, modern functionality
Lately, blurring the divide between traditional and contemporary interiors has become somewhat of a best-seller in kitchen design. By creating a blended décor that is both classic and modern, homeowners have been able to shift their focus towards taps that are period by design but advanced in functionality. Added to that, high lustre finishes with discernible patinas like antique brass and brushed finishes are elevating the traditional kitchen accessory with trends looking towards distinct polishing and surface treatments to elevate principal components like sinks and taps. We have long felt that UK homeowners would welcome more choice when it comes to the provision of hot water taps in the kitchen, so we are pleased to discover the research confirms there is a now strong demand for hybrid tap designs that combine traditional style traits with modern functionality like instant steaming hot and filtered water on tap.
Comment by Leanne Adamson, Marketing Manager, Abode
BKU JANUARY 2022
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