INDUSTRY VIEWS INDUSTRY
Customer Experience, not just Customer Service
Customer experience within kitchen showrooms should not be underestimated. Clients need to be nurtured and made to feel entirely special. From the moment they step foot into your studio they should begin to experience the luxury environment that they will eventually take into their own home.
A well thought through space can create a journey for the customer where they can see and feel different luxury finishes down to curtain samples and cushion covers. The customer should receive a full holistic approach to design, adding these items into your sale will also boost profits.
Comment by Scott Rotchell, Dealer Manager, Poggenpohl UK
Offering clients a selection of drinks in the studio is essential. Utilise the appliances on display, use the built in coffee machines to offer lattes or cappuccinos and give clients the experience they want to be able to offer their guests at home. Customer service needs to be tailor made. Building long-lasting relationships with clients, who will return if they move or recommend to friends is the ultimate goal. Their overwhelming sense of joy from the service will then be translated in recommendations for your services – and that’s the best form of marketing there can be!
The changing face of customer service
Brands rise or fall based on the quality of their customer service. No matter how innovative or enticing a product may be, it will not lead to sustained success without streamlined, efficient, and informative customer support, both before and after sales. We are at a pivotal juncture where traditional customer service approaches must evolve to meet the demands of a technology-first society. Embracing cutting-edge technologies, such as video and augmented reality (AR), is essential for staying competitive and enhancing the overall customer experience. At Quooker, our customer service remains exemplary. We have more engineers on the road than ever, accessible support helplines, and clear care guides across all our channels. Our customer care is world-class. Furthermore, we have embraced innovative technologies to elevate our service even further.
For brands to thrive in this competitive market, they must adapt to innovative technologies that drive qualified sales.
Comment by Stephen Johnson, Managing Director, Quooker UK & Ireland
VIEWS
Why material choice matters in kitchen design
Porcelain worktops are undoubtedly becoming a go-to choice for modern kitchens, and it’s not hard to see why. The advancements in printing and firing techniques have revolutionized their appeal, offering a plethora of stunning designs that emulate natural materials like marble and granite with
impressive realism and durability. This versatility in design allows homeowners to express their style boldly, whether they prefer sleek modern aesthetics or timeless classic looks.
Beyond aesthetics, the eco-friendly credentials of
porcelain, exemplified by surfaces like Inalco MDi, (Minerals, Design, innovation) make them even more attractive. The
Comment by Simon Boocock, Managing Director, CRL Europe
responsible use of natural resources and its high recyclable percentage make MDi outstanding products, with 360º full visual continuity, achieved by carefully selecting and combining each of the minerals that make up the surface surfaces and textures in a unique production process. Created and designed using the purest natural minerals in an innovative, exclusive, sustainable production process MDi surfaces have high added value.
Introducing the new Formica Aria® collection
is the official distributor of Formica® Worktops
wextrade.co.uk BKU JULY 2024 5
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