INDUSTRY UPDATE
Merlyn ShoweringWins CMMA (Customer Contact Management Association) - Customer Services Centre of the Year (Small) - 2024
Customer Services Centre of the Year (Small) award at the 2024 CCMA Awards. This marks the third time Merlyn has earned this accolade, showcasing its dedication to excellence in customer service. Renowned for offering premium shower enclosures to markets in the
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UK, Ireland, and France, Merlyn has built its business on a simple yet powerful ethos: “To deliver on everything we promise to our customers.” The CMMA judges noted that this mantra is not just a slogan but a driving force that ensures Merlyn’s 34-person-strong customer service team consistently puts the customer at the heart of everything they do. They also noted that the company demonstrates an integrated
approach to serving customers, with collaboration between all departments ensuring that customer needs are not only met but exceeded. The impressive results in key metrics clearly demonstrated the strategic value of this operation to the overall business. Kathy Egan, Customer Experience Director at Merlyn Showering
“Winning this award for 2024 reflects the continuous high performing results of this team but above all its passion and commitment to delivering solutions every day to all Merlyn customers. At Merlyn, we believe that a great product deserves an equally great
experience, and our Customer Experience team embodies that philosophy by consistently achieving high-performing results. This recognition is an award for everything we stand for as a company.”
BiKBBI –What can we expect from 2025?
businesses. I think this will result in difficult decisions being made by businesses in the early part of 2025, leaving business leaders with no choice but make cuts and even halt growth plans. But, despite the current political and economic turbulence, and no
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doubt the subsequent inevitable casualties, change is on the horizon and that is an incredibly exciting prospect for us all. Positively, history has shown that our sector is robust and whilst the
recent budget’s negativity towards business cannot be ignored, other areas of the announcement lean towards encouraging homeowners to improve rather than move, with the reduction in the Stamp Duty threshold – which is good news for the home improvement sector. For our part of the sector in particular, I am incredibly excited about
plans for long-overdue change and the role that BiKBBI is playing in leading this development. Our recently announced AiM initiative, coupled with the work that we are doing in the Super Sector groups, will bring about an improvement in installed services right across the home improvement industry. These strategically coupled schemes will make a significant difference in the standardisation of not only who delivers installation services on the front line, but also those businesses that are ultimately responsible for the delivery of those services. There is all to play for in 2025, and we as in industry can be very much
in charge of our own destiny. I am a big believer in our industry’s ability to not only improve our contribution to the construction and RMI sectors, but to in fact lead the industry and be the best.
Damian Walters Chief Executive Officer, BiKBBI
42 BKU JANUARY 2025
024 was a turbulent year which has left the market fragile, with mixed messages from the different sectors and
erlyn Showering, the Kilkenny-based European premium shower enclosure company, has won the prestigious
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