If you’ve noticed customer service in the UK is becoming a bit more… enthusiastic, you’re not alone. More UK companies are borrowing from the American playbook, putting an emphasis on warmth, proactivity, and customer loyalty. And it’s not just businesses; we’re adopting more American traditions too—hello, Halloween trick-or-treating! But why is this shift happening, and which American traits actually work well here in the UK?
Trick-or-Treating: A Case Study in American Influence
Halloween used to be a quieter affair in the UK. Now, kids eagerly dress up, ready to hit the streets for sweets, and shops stock their shelves with everything from costumes to creepy decorations. Halloween’s growth in the UK is a solid example of how American traditions are making their way across the Atlantic, influencing our seasonal events and shopping behaviours.
This shift isn’t just about holidays. We’re seeing similar changes in customer service. UK companies like John Lewis and Tesco are exploring friendlier, more engaged approaches to service, breaking away from the traditional, reserved style we’ve always known. It’s customer-first, and it’s proving to be a win.
American Traits That Could Boost UK Customer Service
1. Loyalty Programmes with a Twist
American brands have mastered loyalty. Just look at Starbucks or Amazon Prime; they know how to keep customers coming back by offering real value. The UK could take notes here by introducing loyalty schemes that go beyond points—personalised rewards, exclusive events, and even small perks can make customers feel genuinely appreciated. This UK company (&Sons) has an amzing approach to a loyalty programme – tiers, points, exclusive discounts, invites to events – all of it engaging, inclusive and makes you feel connected to the brand,
2. Personalisation Done Right
American brands often use data to create personalised experiences, from tailored marketing to birthday freebies. While data privacy is critical, there’s room for UK companies to responsibly use customer insights to add value. Imagine personalised recommendations or exclusive offers just for you. Done correctly, personalisation can feel like a thoughtful gesture rather than an invasion. Even responding to reviews with a personalised message makes the customer feel valued.
3. Engaging on Social Media
American brands know that social media is more than a place to post updates. It’s where brands can build relationships by interacting with customers, addressing issues, and celebrating wins together. UK companies could make strides by actively engaging on social channels—responding to comments, initiating conversations, and showing personality. This approach can foster brand loyalty in a digital space that feels crowded and impersonal.
4. The Power of Positivity
Ever notice how American customer service teams are trained to be relentlessly positive? Brands like Disney and Apple lead the charge here, training staff to be solution-oriented, optimistic, and genuinely enthusiastic. Imagine if UK brands empowered their staff to focus on positivity, turning issues into opportunities to surprise and delight customers. I love that expression – ‘ to delight customers’ can you think of the last time a company ‘delighted’ you? I know i can, when it happens, it really stands out.
Moving Forward: Balancing British Tradition with American Flair
Adopting certain American approaches doesn’t mean the UK has to lose its distinctive charm. A friendly smile, a proactive approach, and a little extra thoughtfulness could go a long way in enhancing customer loyalty here. Ultimately, it’s about creating experiences that make customers feel valued without compromising authenticity.
So, what could the future hold? By blending the best of American enthusiasm with British sincerity, UK businesses can offer a service style that’s unique, engaging, and, importantly, resonates with customers. Here’s to a new era of customer service—one that’s warm, thoughtful, and a little more willing to go the extra mile.
Want to explore how improving your customer service can help cement your brand in a customers mind? Get in touch.
