p24 BKU-AP21 2020 intro_bku 08/04/2021 15:28 Page 24
SOFTWARE SOLUTIONS
The success of the KBB industry resides in hybrid strategies
I
n the past twelve months, people have been spending most of their time at
home, unable to travel, eat out at restaurants, or go to the theatre. It is no surprise, and has been proven by multiple surveys and studies, that homeowners have decided to spend their leisure money renovating their homes for better comfort. While homeowners have been looking to update their kitchens and bathrooms, KBB retailers have seen a surge in the number of new projects coming through. On the other hand, the lockdowns and closing
Comment by Audrey Lenoir EMEA Marketing Manager, 2020
of KBB showrooms have amplified the uncertainty and competitiveness in our market. Retailers unable to open their stores and those located in remote or highly saturated locations have struggled to connect with their customers, work from home, and sustain enough revenue to survive. In these difficult times, flexibility is required more than ever for businesses to adapt and thrive. Software suppliers have had an important role to play in helping retailers cope with these
challenges, as it is our responsibility to provide them with flexible, time-saving and creative solutions. Firstly, by enabling them to work remotely as well as connecting with their customers in their home. Secondly, by offering operational solutions to help them logistically, allowing them to focus their efforts on their clients’ needs. Finally, by giving them innovative tools to increase conversions, better close deals and grow their business. We now need to build a sustainable tomorrow;
the post-pandemic world we are all looking forward to seeing. With the vaccination campaign moving up a gear, we can all hope that tomorrow is just around the corner. The beauty of it resides in how we – the suppliers, retailers and manufacturers – can all work hand in hand in creating the future of the KBB industry. A mixture of online and in-store engagement, coupled with enhanced design and presentation solutions, will ensure the success of our business strategies moving forward. In a word - Hybrid.
Showrooms must evolve to become a destination | 2020 S
howrooms used to be the epicenter of information and the trusted
advisor of the end consumer. The increasing visibility of KBB brands online and the evolution of e-commerce product sales of complete kitchens and bathrooms created a challenging environment for showrooms to thrive as they once did. The pandemic then changed the customer journey by increasing the time spent digitally—the brick-and-mortar model of selling also had to compete with manufacturers offering e-stores standard buying terms. With lower operational
costs, physical locations couldn’t compete with online retailers. To combat this, showroom owners across the
country focused on increasing their service level and hoping to leverage consumers’ horror stories (e.g., returning large items, email communication while managing live installations, multiple option phone lines, & much more). With technology, online e-stores were able to improve their consumer experience significantly. For the showroom model to survive, it must
evolve and maximise its strengths. The consumer web experience needs to be a seamless extension of the showroom. Design software
helps a customer visualise their new kitchen or bathroom. Technologies such as VR can help add to the ergonomic understanding of your physical space. Physical displays address the kinesthetic experience coupled with the human touchpoint of a personalised sales conversion. Combining these two experiences is key for a showroom to be competitive in the growing digital market.
u+44 01233 649700
usalesuk@2020spaces.com
uwww.2020spaces.com
24 BKU APRIL 2021
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