Builders Merchants Journal – BMJ Publishing to Builders Merchants and the UK merchanting industry for more than 95 years
The Builders Merchant Branch of the Future, a comprehensive report sponsored by the Builders Merchants Federation, is designed to set new standards for the trade customer experience for the next decade.
The report, written by industry expert Steve Collinge, is co-sponsored by the BMF and the global strategy consulting firm L.E.K. Consulting.
It provides actionable insights for merchants of all sizes on how to transform their businesses across seven critical areas: Convenience, The Right Range, Expertise & Advice, Payments & Pricing, Health & Wellbeing, Personalisation & Loyalty, and Sustainability & Responsibility.
The research-based report was informed by visits to and conversations with merchant branches, suppliers, service providers and tradespeople.
BMF CEO, John Newcomb, said: “The report highlights the changing needs of different generations of customers. Many merchant branches are geared to serve and support a typical customer in their fifties. The internet and digitalisation have created a fundamental shift in how younger tradespeople run their business, and the merchant branch of the future must respond to reflect these changes.
“The seven service themes covered in the report are both aspirational and achievable, showing merchants how to enhance customer experience, loyalty, and long-term growth. It offers practical guidance to help shape the future of any merchant business, whether a single branch or a multi-site operation.”
The Builders Merchant Branch of the Future report is available free to BMF members, and can be downloaded online.
