Shaun Barrett of Barrett’s Digital World.

Barrett’s Digital World enjoyed a good year in 2010, and I believed that the market had recovered after the credit crunch and recession of 2007-08. What made 2011 so hard to grasp and comprehend was the size and speed of the downturn throughout the year.

The independent service engineer is facing very tough times. At the annual conference of DASA, the industry’s trade association, the sector’s experts and suppliers reviewed ways of improving its profitability and suggested ways of modernising its service offer. Anna Ryland reports.

As its European home appliance manufacturing base expands significantly, Korea’s LG is aiming high with its white goods ambitions. Ian Calcutt reports from Poland.

The independent service engineer is facing very tough times. At the annual conference of DASA, the industry’s trade association, the sector’s experts and suppliers reviewed ways of improving its profitability and suggested ways of modernising its service offer. Anna Ryland reports.

It has been a difficult year. The television boom, fuelled by consumer demand for flat panel screens is now largely over and the industry is once again in a replacement market. Persuading consumers to replace visual product through innovation is now the challenge, be it 3D, internet connectivity or other technology. DVD-based product are increasingly packaged with screens and hold little sales value. Hi-fi sales are slow, with audio equipment now dominated by iPod docks.

Buying a Loewe television is like ordering a new car: a customer goes to the retailer and specifies the model they need, the individual settings, the colour etc. The order is sent to Germany and assembled there. Within five days it is delivered to the retailer and then installed in the customer’s home. We don’t leave our customers to struggle with packaging, cables and instruction manuals.” Marc Nicolai, managing director of Loewe UK, has ambitious plans for the brand in the UK. He spoke to Anna Ryland about the compelling reasons why independents should be supporting Loewe.

The consumer electronics business regained its momentum at IFA 2011. While key themes, such as 3D and network connectivity, remain unchanged from last year’s show, genuine product innovation was most definitely back in fashion. One company that appeared completely refocused was Sony. Its chairman and chief executive, Sir Howard Stringer, was in fine fettle, delivering an opening address that was both self depreciating and deliciously confrontational.

The Electrolux Design Lab competition, annually conducted by the manufacturer since 2003, has again proved Electrolux’s commitment to design innovation and its dedication to finding the best of the new talent. This year, industrial design students from all over the world were asked to consider intelligent mobility in the context of home appliances.

Vogel’s market research clearly shows that customers are still reluctant to mount their flat screen TVs on the wall, while independents are missing out on this significant sales opportunity, says James Attfield, Vogel’s UK manager.

The last decade has seen a significant advancement in  the technology used in torches and other portable light devices. Vince Armitage, divisional vice president of consumer batteries manufacturer Varta, explains why independent electrical retailers should refresh their sales strategy for these products to reduce consumer confusion.

The Independent Business Awards 2011 were held at the Forest of Arden Hotel, Warwickshire, on 23 June 2011. The winners of this year’s Awards, organised annually by the Independent Electrical Retailer and voted for by the independent  retailers – the readers of the IER magazine, collected 22 awards in 10 categories.

Surviving the current recession will require not only considerable business acumen and a good understanding of the market and the customer but also a robustly positive attitude, argued the speakers at the annual retra conference. Anna Ryland reports.

The theme of the 51st annual retra conference ‘Making it happen’ was indicative of the market imperatives which the electrical independent faces at the moment. Times are tougher than ever and independent retailers will have to demonstrate considerable skills and stamina to get through the next twelve months. Yet, “The British consumer has an insatiable desire for new technology. It’s also in the interest of the industry to maintain the independent channel with its heart and its skills,” said Steve Norman, retra president.

Haier has just become a member of Euronics and its first offer to the buying group’s members will be available from mid-May. Jeff Moody, sales and marketing director of Haier UK & Ireland, spoke to Anna Ryland about the significance of this step for the Chinese company and the benefits for CIH members.

With the launch of the Neue Kollektion, Electrolux has reminded the industry of the strengths of its AEG brand. Anna Ryland reports.

Electrolux acquired the AEG brand in 1994, to enter the premium sector of the market with AEG’s solid German engineering and sharp design. In the company’s portfolio it is complemented with the Electrolux brand in the middle of the market and Zanussi as the mass market proposition.

All three BSH brands have received new multi-million pound training and showroom facilities which reflect their distinctive characteristics and demonstrate BSH’s commitment to training. Anna Ryland, reports.

Looking around the stunning training showrooms of the BSH brands at the company’s HQ in Milton Keynes, two things are clear. First, that the BSH group truly believes that training its trade partners is the best way of fostering knowledge of the company’s premium technologies and its passion for raising the bar in the industry. The company also strives to preserve the distinct personalities of its three brands and their place in the market.

Panasonic’s latest products and technologies have a strong green focus. The company is also determined to maintain its position in the 3D market and keep customer loyalty by expanding its connected television offer. Anna Ryland reports on Panasonic’s plans for 2011.

In 2011, Samsung plans to provide its customers with a wide range of digital solutions which will help them to benefit from the manufacturer’s fast expanding Smart television. Anna Ryland reports.

Opening the Samsung Forum 2011 in Budapest, Seok-pil Kim, president and CEO of Samsung Electronics Europe, said that 2010 was the most successful year ever for the company. In Europe, Samsung became the market leader in several product categories, including television, home cinema and side-by-side refrigeration. In 2011, the company will aim to become the number one in all CE categories, with a particular focus on business-to business and the IT market. At the same time, however,  Samsung will be making a considerable investment in internet television, expanding the applications and connectivity of its Smart TV.

Following a huge investment in the latest CE technologies in 2010, in the current year Sony plans to consolidate its market position by educating consumers about new lifestyle-enhancing products and services, such as connected television. Anna Ryland reports.

Capitalising on the growing appeal of range cookers, Glen Dimplex Home Appliances has unveiled a new retailer support scheme for independents to help them to grow the range cooking business. Rob Burton, commercial manager for Range at GDHA, told Anna Ryland, how the scheme is expected to benefit both the manufacturer and its independent dealers.

The sales of audio products are significantly lower that these of televisions. Stuart Hopwood told Anna Ryland how the industry is planning to address this situation and how retailers could benefit from the Listen to the Vision initiative.

“A training roadshow like no other,” was Sony’s description of STREET 2010 – its latest training initiative which was held in six locations – from Dublin and Glasgow to the South East – and attracted 1,305 retail staff. Combining formal presentations and product displays, STREET 2010 featured products from the manufacturer’s entire range, particularly the ones which were likely to figure on the customers’ Christmas lists.

The GDHA Group, the Women’s Institute and TV chef Bryan Turner joined forces to promote English cooking heritage. Anna Ryland reports.

The GDHA couldn’t have found better partners to promote its ‘Made in Britain’ cooking appliances and its associations with Britain’s culinary heritage than the Women’s Institute and Bryan Turner, the popular TV chef known for promoting no-nonsense English cuisine.

Berlin’s IFA show continues to expand. More than 1,400 exhibitors took part in this year’s week-long event in September. Almost every major consumer electronics brand had one or more 3D-capable television in its autumn range. Although a somewhat sceptical public still needs to be convinced, the number of IFA visitors flocking to don 3D specs and sample the technology could be a promising sign for retailers.

In spite of economic belt tightening the manufacturers exhibiting at the annual CIH show demonstrated that meaningful product innovations have to continue if customers are to be persuaded to reach into their pockets. Anna Ryland reports.

This year the annual CIH show attracted 93% of CIH members. “This is very good news in today’s climate,” commented Stuart Cook, chief executive of the CIH Group, to IER. “Suppliers have invested a lot more money in their stands and the visitor numbers were similar to these of 2009,” continued Mr Cook.

Satellite television has brought many benefits: to the viewer and the retailer, to broadcasters and equipment manufacturers. However at the same time it's given rise to millions of ugly and disfiguring wall-mounted dishes, many very rusty, and most screwed up, with more regard to saving time, money and cable than to aesthetics – some of those £80 jobs can almost knock your hat off as you go out of the front door. The prominence and state of the dish seems to be inversely proportional to the value of the dwelling it’s bolted to, and many people go without satellite TV to avoid the need for an unsightly dish.

With eight Miele Centres in place and the rules of the new selective distribution strategy clearly spelled out, Miele is calling independent retailers to consider becoming Miele specialist dealers to build incremental business and differentiate themselves in the competitive marketplace. Anna Ryland reports.

Volgel’s is introducing a new range of super slim mounts to the UK which will enhance customers’ enjoyment of the latest slim TV panels and help independents take a greater share of this profitable market. Anna Ryland travelled to Putten in The Netherlands to see what’s special about Vogel’s new products.

Digital communications elude and excite in equal measure both consumers and industry operators. Has the Intellect CE conference managed to unravel this issue? asks Anna Ryland.

In the days of CRTs, tube faults were well defined and usually easy to diagnose. Sometimes they could be spectacular. Their glass, very hard, was virtually immune from faceplate damage except the abrasion and scratches caused by laying the set on its front. The same cannot be said of its solid-state successors. In this era of LCD and plasma panels fault-finding may not be easy, and failure of the panel itself leads to the whole set being written off. It's important, then, to get the diagnosis right, in the workshop or on site.

At the time the first game of the FIFA World Cup was played, free-to-air high definition television services were available to approximately 50% of UK households. To help retailers recommend the right products for their customers, Paul Bristow, VP Strategy - Middleware and Consumer Experience, at Advanced Digital Broadcast, provides answers to the most frequently asked questions.

Bosch Home Appliances has teamed up with Henkel – and its Persil brand – to introduce a new laundry concept by opening Wash & Coffee, the first café laundromat in Munich. In lounge-like atmosphere, while sampling a selection of coffee and snacks, its customers can use one of 14 Bosch Logixx 8 VarioPerfect washing machines and eight 10 Bosch Logixx 8 condenser dryers.

The 2009 business results of the BSH Group show that the company not only weathered the recession well but also demonstrated its leadership in the market of energy-efficient products. Anna Ryland reports.

At its annual trade event, Varta’s demonstrated that ‘green’ products – rechargeable batteries and chargers – present a win-win opportunity for both retailers and their customers. Anna Ryland reports.

Like most types of contracts, employment contracts can usually only be varied by consent. In Bateman v Asda Stores Ltd case the Employment Appeal Tribunal (EAT) had to consider whether a general clause which purported to give Asda the right to change terms and conditions of employment allowed it to introduce a new pay scheme.

Since a couple of years ago Sony has become more focused on its customers – their purchasing behaviour and motivations. Last year, following extensive market research, the company divided its customer market into six distinctive groups – and this year it will focus its product development and retail efforts on two of them: Status Seekers, who first embrace the latest CE technologies, and Innovation Enthusiasts, who purchase the latest technology and are very knowledgeable about it.

According to Panasonic, the future of film and television will be in HD 3D. With its latest product line-up and enormous investment in developing 3D technology the company demonstrated that it intends to take a leadership role in the 3D world.

Toshiba began its annual product showcase this year by revealing that despite tough market conditions the company achieved encouraging trading results in 2009. The value of its TV sales grew by 25%, while the sales value of its DVD players was up by 10%.

Held in Las Vegas, in the Nevada desert, the world’s largest consumer electronics show was as big as ever this year, with over 2,500 exhibitors and more than 20,000 new products on show. Remaining bullish in the face of the recession, the show attracted more than 120,000 attendees, according to early estimates, marking a substantial increase in visitor numbers from last year.

Regular readers of IER magazine may recall that in early 2007 I wrote a piece entitled “Grow the Market”. It referred to the need to look at the broad range of items which fall into the general category of domestic appliances. In some cases, the market penetration of these products in the UK was quite low. In other words there was tremendous potential to ‘grow the market’.

Of all the consumer electronics products the one which consistently turns in the biggest business for the independent dealer is large-screen TV. It also offers the most and the best opportunities for trading up – in turns of product upgrade, service and accessories. And I’m not thinking only of stands and leads, important though they are...

The central hub of the BSH customer support system is the Customer Service Centre in Kettering, dealing with all four of the company’s brands – Bosch, Siemens, Neff and Gaggenau. Opened in 2006, it includes a contact centre handling engineer visit requests, replacement spare part sales, customer liaison and product advice. It also provides a centralised location for phone calls, letters and emails related to customer service, and works closely with the BSH HQ in Milton Keynes. Other back up staff, based in Kettering, provide support for field service engineers and IT services.

In a difficult economic climate some companies adopt the ‘slash and burn’ approach to staff training. This often causes damage to relationships with customers at a time when competition is fierce and high satisfaction levels are vital to survival. A recent poll conducted by the Institute of Customer Service found that 30% of organisations surveyed have cut investment in customer service training, and 21% have laid off customer-facing staff in 2009. At the same time the Institute’s research shows that companies with a reputation for service excellence and committed frontline staff have a 24% higher net profit margin than same-sector rivals who do not enjoy similar standing.

The GfK Retail and Technology works with retailers and resellers in more than 80 countries worldwide. The GfK data platform, Star Track ensures that manufacturers and industry leaders receive comparable information at an international level. GfK market experts offer fact-based consultancy on brand share and channel performance at both country and international level.