INDUSTRY INDUSTRY VIEWS VIEWS
Tapping into the Benefits of Great Customer Service
In the highly competitive KBB sector, achieving exceptional customer service is an indispensable differentiator that elevates a business above the rest. This understanding is the cornerstone of our own “First Choice” strategy, which is dedicated to the pursuit of unparalleled customer care. Key to this approach is our Voice of the Customer programme, an initiative use by many leading companies. This initiative doesn’t just gather basic customer feedback; it learns from both the positive and negative comments, adapting and evolving in response to customer views. By engaging customers in meaningful dialogue, companies can comprehend their needs and preferences. This ongoing cycle of feedback and adaptation ensures services are finely tuned to what customers genuinely value. Investing in customer service triggers a beneficial effect throughout the organisation too. It works in synergy with other investments, such as expanding delivery fleets, increasing stock holding, extending UK-wide deliveries, and introducing cutting-edge technologies such as e-commerce sales channels. When employees witness how their dedication to superior service is acknowledged and appreciated, it enhances morale and motivation, which we actively reward. This fosters a proactive culture centered on customer satisfaction, leading to a loyal customer base and a robust brand reputation. In our industry, where products and prices often closely match, it is the exceptional customer service that becomes the real game-changer. It is about making every customer feel valued and understood, thereby transforming them into brand advocates. To excel in today’s market, prioritising and investing in customer service, in tune with strategic advancements in delivery and technology, is not just advisable—it’s crucial.
Embracing the black kitchen trend
In today’s world of kitchen design, the trend towards black kitchens continues to gain momentum, captivating homeowners and designers alike with its timeless allure and modern sophistication. Black appliances, sinks and taps have emerged as focal points in contemporary kitchen spaces, offering a sleek and minimalist aesthetic that complements a variety of design styles. The appeal of black kitchens lies in their ability to create a sense of drama and elegance. Whether integrated into industrial-inspired schemes or paired with warm woodgrains for a cosy ambiance, black elements add depth and character to any kitchen environment.
There has been a broader shift towards darker hues in interior design generally in recent years, from rich paint colours, patterned wallpapers and Critall style doors, to shower screens, sinks and brassware across the kitchen and bathroom segments. Organic neutrals and white of course remain popular but accenting them with key pieces in black is a great way for homeowners to create customised design and express their individuality.
Comment by Jo Sargent, Sales & Marketing Director, Franke UK
4 BKU MARCH 2024
Sales of our black sinks and taps tells us of the ongoing consumer desire for black and our recent addition of Mythos Black Line appliances, provides a fuller portfolio that gives homeowners the freedom to create inviting and elegant spaces for cooking and entertaining.
Comment by Brett Jenkinson, Head of Retail Customer Experience, PJH
Embrace your Expertise
Online retailing has been a threat to bricks and mortar businesses for many years. However, the fact remains that kitchens and bathrooms are problematic to sell online as they are high value and every design is different. Although software that allows consumers to design their own kitchen/bathroom online is constantly improving, they are still a long way short of what a skilled designer could produce.
Of course, independent kitchen and bathroom specialists must accept the online world and have an up-to-date website, as well as active social media channels, as this is where many consumers will start when considering a new kitchen or bathroom. Use online channels to direct consumers to your showroom. Remember that you are selling your expertise, experience and specialist design skills and services, not just products. Therefore, if a consumer is looking for advice, a great customer experience and value for money, they will take their purchasing journey offline and arrange to visit a showroom.
Comment by Bill Miller, Managing Director, KBBG
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