insideKENT Magazine Issue 27 - June 2014 | Page 151

BUSINESS CUSTOMER SERVICE AND THE ECONOMY: ARE THE TIMES CHANGING? THE INSTITUTE OF CUSTOMER SERVICE HAS CLAIMED THAT IN SUCH TURBULENT TIMES, AND WHEN ASPECTS OF THE ECONOMY ARE CHANGING ALL THE TIME, CUSTOMER SERVICE HAS BECOME “THE NEW GLOBAL ECONOMY”. An era of unprecedented complexity has driven a rise in customer expectation. Educated consumers are now smarter than ever, with the choice of shopping around online with comfort and ease, and researching purchases carefully so that they can make an informed decision on price and product, or service. In fact, 78% of UK GDP is generated by the service sector; 25% of manufacturing companies’ revenues come from service; and over 70% of the UK’s employees deal with customers. In addition, the number of crises that occurred last year has increased, which has put further pressure on organisations and their responses to perform at their best. This agility is critical to whether organisations fail, just survive, or prosper. At Wilkins Kennedy, customer service and satisfaction is permanently at the heart of our business. Our roots stem from a family company, so our ethos means that we treat our customers as we would treat a family member. Looking forward, the rate and pace of change has increased, and the changes are beginning to affect organisations with greater intensity, as they undergo close scrutiny from consumers. In order to drive progress in customer service, the need to keep focused and continually build successful organisations is paramount. This also means responding to new technology, new communication methods, and changing expectations of employees and customers alike. The clarity of focus and the values of customer service hasn’t changed for years, but now it is more important than ever to combine this with accountability and responsibility. Those organisations investing in their culture and their people are listening to their customers, and their employees will be the ones who continue to achieve higher results. Why not take the opportunity to refresh your customer service strategy in 2014, and see if it can pay you dividends? We also believe that customer service is important for individual organisations, jobs and employability, social responsibility, and the reputation of the UK as a whole. Organisations that demonstrate inclusive, responsible, and consistent behaviours tend to be more attractive to customers who are looking to part with their hard-earned cash. If you would like to find out more about the services Wilkins Kennedy offer, please contact Lyn Newbury on 01233 629255 or [email protected]. w w w . w i l k i n s k e n n e d y . c o m 151