How a customer-focused approach fuels consistent growth
By Natasha Erskine, co-founder & marketing director, UKO Group.
In today’s competitive landscape, businesses must do more than deliver quality products. There has to be a bigger focus on building and maintaining meaningful relationships with customers.
At UKO Group, our growth story is rooted in the simple but powerful principle of putting the customer at the heart of everything we do.
From our early days, we recognised that sustainable success would come not just from innovation and operational excellence, but from listening to our customers, understanding their evolving needs, and delivering solutions that genuinely make a difference.
This customer-first mindset has shaped every decision, every investment, and every interaction across our group of companies.
Strengthening teams
One of the most tangible ways we’ve embedded customer focus into our culture is through our people. We’ve invested heavily in talent, welcoming new team members across departments, expanding our production capabilities, and nurturing future talent through our apprenticeship programme.
The recent graduation of Celia Brook, once a business administration apprentice, now a full-time member of the customer service team, is a testament to our commitment to developing individuals who understand and champion customer needs.
To meet growing demand and improve service delivery, we’ve scaled operations at UK Doors Online. By transitioning to a double-shift system, we’ve unlocked significant increased capacity, enabling faster turnaround times and greater flexibility for our customers.
This is something we are actively working towards adapting across the whole group. These changes weren’t just operational decisions, they were strategic moves to ensure we continue exceeding expectations in a fast-paced market.
Strategic growth
Our growth isn’t just about size, it’s about relevance, ensuring that every step forward aligns with the evolving needs of our customers, the dynamics of our industry, and the values that define our brand.
The appointment of Sam Weber as group sales director reflects our dedication to strategic leadership that understands the glazing industry and prioritises customer relationships. His experience and vision align perfectly with our mission to evolve and innovate while keeping customer needs front and centre.
Marketing that works
As marketing director, I’ve seen first-hand how a customer-focused approach transforms brand engagement. Our marketing strategies are built on data-driven insights, real conversations, and a deep awareness of what matters most to our customers.
Product promotion is only part of the picture, we focus on creating relevance through insight, innovation, and customer-focused messaging. This approach has strengthened our brand presence and deepened trust across our customer base.
Looking ahead
At UKO Group, we believe that consistent growth is a journey powered by people, purpose, and partnership. By staying close to our customers, adapting to their needs, and delivering with integrity, we’re advancing with confidence, driven by clarity and connection.
This approach enables us to remain agile, build lasting relationships, and respond to market shifts with confidence, ensuring our growth is both meaningful and sustainable.
As we look to the future, our commitment remains clear: to empower our teams, evolve our services, and continue exceeding expectations because a customer-first mindset doesn’t just enable growth, it sustains it.