We are witnesses to an exciting time. Even with the recent economic downturn, many changes are occurring in the way consumers participate in the kitchen and bath marketplace. Some of these include the way consumers access information, shop for products, desire to lead the purchase process and control more of the buying process. This trend will continue to affect how buying occurs.

For example, consumers are more autonomous than ever, pumping their own gas, being their own bank teller and utilizing the self-checkout feature offered at some stores. The group most interested in self-service is known as

“Generation Now.” At 84 million strong, these consumers – aged 13 to 32 – are now considering their first home purchase in their late twenties. Their name outlines their expectations: They want what they want and they want it now. This demand will drive change that must be addressed by each and every one of us. Specifically, they will look to retail to give them an “experience” of the products and services they will consider for their homes.

How will our industry address this imminent change? When and how will we make a meaningful connection to consumers? With these questions in mind, I recently had the opportunity to experience a noteworthy innovation during my travels abroad.

Know your Client

Blum, Inc., a worldwide market supplier of hinges, drawer and lift systems for the cabinet industry, is headquartered in Hoechst, Austria. Founded in 1952, this cutting-edge company has never let age and experience get in its way.

The leaders of Blum are fully invested in innovation, research, development and the consumer. This commitment ensures Blum’s position as a leader in creating new products that keep our industry vital for a world of cabinetry makers.

Six years ago, Blum’s innovation-based consumer research led to the creation of a unique consumer experience the company calls “Dynamic Space.” The concept represents 25 years of kitchen observation and two years studying the types of items consumers need to store in their kitchens, in hopes of learning more about their needs. From this research, Blum learned much about the planning zones within the kitchen – from the consumer’s view, not the designer’s rules – and what needs to be addressed in these zones.

The concept alone is intriguing, but what Blum has done with it provides a valuable lesson that dealers can incorporate into their own showrooms. The company, whose focus always has been function, has applied its knowledge to a consumer-centric “experience center,” located in its Dornbirn, Austria showroom.