Resetting the retail-supply balance: The Retail Revolution – book review
In this issue our friend and colleague Thierry Coeman reviews a recently published, and in his view outstanding, retail book, The Retail...
Step 3 – Be Chosen: Why customer experience builds long-term value
Customers do not just choose the cheapest option. They choose the business that delivers consistent, memorable experiences. Being chosen is not only...
Defining your OSAT -Overall Satisfaction Rate
In this series of articles, Gina Schaefer writes about her “Big 5” - the metrics her team uses to track, report on...
Unlocking the trends likely to define the home improvement industry in 2026
The Home Improvement industry enters 2026 in a very different place to where it stood just a few years ago. The extraordinary...
Step 2: Be Knowns – How to build reputation in today’s market
A neighbour might recommend your store, but 8 out of 10 customers now check online before they buy. If your online profile...
Understanding profitability in the Hardware / Building Materials and Timber Industry and how salespeople...
Top line sales are for egos - it’s the bottom line that counts.
That line always gets people’s attention....
When sustainability evolves towards competitive advantage
Nordströms - pioneering a Net-Zero future in DIY & Trade.
Our colleague and friend Thierry Coeman has provided an...
AI at the counter: The next frontier for builders merchants
For generations, the builders’ merchant counter has been the heartbeat of our industry, a place where relationships are built, advice is given,...
Step 1 – The Power of Being Seen
This article is Step One of Grit Blueprint's Visibility Framework, created by founder Stefanie Couch. This is a three-step system they use...
Interchalet, the Dutch hidden DIY treasure
Our colleague Thierry Coeman visits the Dutch Province of Limburg at the crossroads of Belgium, the Netherlands, and Germany, where the Romans...
