Page 18 - BOSS Today Issue 57

BOSS Today #57 SPECIAL REPORT
“It’s not just about the
actual product anymore,
but the whole experience
surrounding it from the
ordering process to the
actual receiving.”
Avery’s Commercial
Leadership Team
“Managing customer
expectations is always
an important element
to keep front of mind.”
Darren Aston, Aston
& James
“Take advantage of the
demand that comes back
into the market as other
suppliers fail and/or some
organic growth returns.”
Simon Drakeford, EO Group
“Focus on how to bring
more products and
services to customers
in key industry sectors,
not just office based
businesses.”
STUART DERBYSHIRE, GROUP
SALES DIRECTOR, OT GROUP
AV: We think that products and supplier visible shopping basket.
services that align with these Managing customer expectations
themes can do well in 2023
is always an important element to
(and beyond): Convenience over keep front of mind.
Effort (make it easy for people
to access and use the product/ BT: Outside of product trends, what
service); Mindful Consumption
will be the key focuses of your
(provenance and sustainability business in 2023?
are at the forefront of consumers’
minds when making a decision); AV: We want to increase
communication and activation
Experience Economy (it’s not
just about the actual product with customers to help them
anymore, but the whole experience get the right message out there
surrounding it from the ordering about our products. Of course,
process to the actual receiving.
sustainability continues to be
People place value on every single a focus, and our Green Month
interaction point with your brand/ activation (which we have now
business). expanded since 2020) will bring
those priorities to life.
BT: How will product availability
change this year and what actions SD: Efficiency; deeper customer
can businesses in our industry penetration; sell and cost price
take to ensure a robust supply management; online customer
chain? management; diversification.
AV: We aim to achieve similar delivery DA: We want to grow the team and
of service levels in 2023 as in make sure we have continued
every year. This means reviews of resilience and growing resources
inventory levels and safety stocks, to support our endeavours. We are
also are going for BCorp status,
but also proactively assessing
global procurement arrangements so that will be something we are
and acting to Insource/close really focussed on.
source, where possible.
OTG: Being fully on board with a robust
SD: Whilst China has opened up, there ESG plan is also important for our
are still concerns about whether growth aspirations. In particular,
in the contract market where
COVID chaos will cause ongoing
disruption. The UK wholesalers are suppliers need to be able to
still suffering disruptive service demonstrate their commitment
due to internal infrastructure to the environment and society
and show how they can support
challenges. Dealers are re-fleeting
and turning to independent 3PL, their customers’ goals and
which secures a more robust ambitions in this area. The dealer
supply chain but also puts cost community will be facing this
back into already challenged P&Ls. challenge too, and our objective
is to help support our dealers by
DA: A big factor is whether you can ensuring we have a robust and
hold stock and forecast needs or extensive environmental and
rely entirely on the supply chain to societal strategy that can be used
provide a good fulfilment service. by them to showcase how they
We believe in a hybrid stock model: are managing their supply chain
hold and stock what is needed, and responsibly.
the rest will play out into our multi
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