Customer service is the number one priority for bathroom manufacturers, ahead even of product innovation, delegates to the recent Annual Bathroom Conference heard.

Customer service ran through the conference as the main theme, featuring presentations from experts in the field as well as economic overviews from the Bank of England and Glenigans.

John Young from the Bank of England said that the economic growth forecast was lower than earlier in the year due to a softening in business and consumer confidence, and there is a slower than expected improvement in credit conditions.

Allan Wilén from Glenigan agreed that the housing market was still difficult, particularly social housing following the Government's spending review. However, he said there had been a marked turnaround in private starts this year and he predicted a gradual recovery from this point. But private RMI work was still vulnerable as consumers' disposable income continues to be squeezed.

Dealing with sustainability and environmental issues, Charles Phillips from the Department of Energy and Climate Change told the conference that new government initiatives such as Green Deal were refocusing ideas on how consumers perceive the benefits of 'green' products.

"If they're going to make fabric changes to their homes, they need to be absolutely sure it will work," he said.

Away from the economy, customer service experts addressed the conference. Bob Johnston from Warwick Business School urged an 'inside-out' perspective. "Think about what a good experience looks like from a customer's point of view, deliver what you promise, deal well with problems and provide the personal touch," he said.

Consultant Stuart Cross added: "Focus effort on areas where you can have the biggest impact on customer behaviour, don't dilute your resources. Customers don't remember what you said, or what you did. They remember how they felt."

Keynote speaker Larry Hochman, former British Airways and Airmiles executive, gave a series of soundbotes and guides to how businesses should be operating in the new economy.

"Everyone is looking for value in one form or another," he said. "Where is the unique value in your business? Quality and cost are not competitive advantages, just the things that allow you to compete."

See here for copies of all the speakers' presentations.