How good customer service is key for UK manufacturing growth
The UK’s manufacturing industry ranks up there as one of the strongest in the world, and it’s our excellent customer service that helps to keep businesses coming back for more

Here in the UK, we have a strong manufacturing industry, both nationally and globally. Manufacturing accounts for 10% of the UK GVA (Gross Value Added) and 45% of UK exports, showing how important it is to the country.

While manufacturing has seen its fair share of ups and downs, most recently in the aftermath of the European Union referendum, it is still a strong industry and will continue to expand. There are various factors that will help the growth of UK manufacturing. Investment, research and an interest in developing new technologies (for example, sources of renewable energy) all contribute, but good relations between businesses and their customers is what really keeps the cogs turning.

With new players in the global manufacturing industry cropping up, it’s important for businesses to stay at the top of their game and develop a rapport with customers that sees them return time and again, building up a strong partnership. Repeat orders and word-of-mouth marketing helps to improve confidence in a business, which will strengthen their position when competing for new work.

At the moment, the UK sits as the 9th largest manufacturer in the world (according to the latest EEF Factcard), a huge jump from our previous position as 11th in 2011 and 2012, so UK manufacturing must be doing something right. It’s a position we need to hold on to, especially as we enter a big period of change in the 4th Industrial Revolution. Factories and processes may become more automated and efficient, but people will always be at the heart of customer service.

But what makes good customer service? It’s about the ability to listen to a customer’s needs and respond to them appropriately. Taking the extra steps needed to meet their demands, work with them from start to finish, and exceed their expectations. It requires sales teams to build up a partnership with their customers, not just a business transaction, in order to gain their trust and deliver on their exact requirements. In return, a customer who has a good experience is likely to return with more business as well as encourage referrals for potential new customers.

Key elements of good customer service include competitive cost, meeting deadlines reliably and delivering high-quality products. This is true whether dealing with a small local customer, or a large global corporation. A report by McKinsey Global Institute, suggests that by 2025 a new global consuming class will have emerged in developing economies, offering new market opportunities. In both these and established markets, customers will become more demanding in their requirements, aided by technologies that make this possible, such as additive manufacturing. If they’re not happy with the way they are dealt with, they will simply move elsewhere.

At Corrotherm we’re proud of our customer service experience. The Sales team works hard to meet the needs of every client, whether big or small, from start to finish. Contact us to find out how we can help with your next project.

Topics: Corrotherm News

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