KINGFISHER PLC
Digital innovations building the home improvement journey
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“When you have a URL called diy . com , customers expect a high-quality product coming from trusted merchants ”
JJ VAN OOSTEN FORMER CHIEF DIGITAL AND TECHNOLOGY OFFICER , KINGFISHER PLC
For retailers , it is important to strike a balance and still provide customers with a seamless shopping experience . As the consulting firm McKinsey says , offering a compelling omnichannel experience is no longer a luxury but a requirement for survival . Most Gen Z consumers don ’ t even think in terms of traditional channel boundaries , research has shown , and they increasingly evaluate brands and retailers on the seamlessness of their experience .
Kingfisher is in a strong position , with their extensive presence of stores meaning customers always have the best choice available to them . As Van Oosten explains , combining digital experiences with an extensive network of stores in a seamless way ensures that customers are satisfied .
152 March 2023