Key Strategy #2: Customer Experience
In the home improvement sector, customer experience can improve retail sales by around 19%. In 2022, retail customers expect a personalized experience, and many companies are starting to integrate customer data with their inventory to help better fulfill orders.
Screwfix had strategies in place to ensure a consistent customer experience at every touchpoint, from online shopping to in-store checkout and pickup. The company often studies its customers, using feedback to improve the customer experience. Screwfix’s marketing strategy is built on personalization and a great rapport with its customer base. Its success is not the result of luck, but a consistent, passionate strategy that is successfully replicated online.
Because of this commitment to innovation and customer support, Screwfix has been recognized by Retail Week with awards for “Best Customer Experience,” most recently for its 60-minute order delivery system.