What's Happening?
The Builders Merchants Federation (BMF) has released a comprehensive report titled 'The Builders Merchant Branch of the Future,' aimed at setting new standards for the trade customer experience over the next decade. Authored by industry expert Steve Collinge and co-sponsored by the BMF and LEK UK, the report provides actionable insights for merchants of all sizes. It focuses on seven critical areas: Convenience, The Right Range, Expertise & Advice, Payments & Pricing, Health & Wellbeing, Personalisation & Loyalty, and Sustainability & Responsibility. The report is based on research that includes visits to merchant branches and discussions with suppliers, service providers, and tradespeople. BMF CEO John Newcomb emphasized the need for merchant branches to adapt to the changing needs of younger tradespeople, who are increasingly influenced by digitalization.
Why It's Important?
This report is significant as it addresses the evolving needs of the construction and building materials industry, particularly in adapting to digital trends and the preferences of younger tradespeople. By focusing on areas such as sustainability and personalisation, the report aims to guide merchants in enhancing customer experience and loyalty, which are crucial for long-term growth. The insights provided could lead to more efficient and customer-friendly operations, potentially increasing competitiveness in the market. Merchants who adopt these recommendations may see improved customer satisfaction and retention, positioning themselves better in a rapidly changing industry landscape.
What's Next?
The Builders Merchant Branch of the Future report is available for free to BMF members and can be downloaded online. Merchants are expected to review the report's recommendations and consider implementing changes to align with the outlined standards. As the industry adapts, there may be increased collaboration between merchants and digital service providers to enhance customer experience. The report could also prompt further research and development in areas like sustainability and digital integration, influencing future industry standards.
