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“ Our stores are not a liability , they are co-assets , and we are lucky to have them ,” he comments .
“ Home improvement can be a complex journey for customers because they might have questions . Which piece of equipment do I need to buy ? How are you going to make sure that the wood in a pack of flooring is the right one ? If you have underfloor heating , how do you assemble it ? How do you make sure you have the right quantity ?
“ All of these questions require some really deep expertise , which we have in our stores ,” he adds .
By having a local presence , Kingfisher ’ s outlets can also utilise click-and-collect services , in a move towards stores becoming ‘ micro-fulfilment centres ’.
“ When you want to have access to things quite quickly , that requires a local presence by definition ,” Van Oosten adds . “ We are lucky to have those stores so we can offer click-and-collect . In that respect , instead of it being experiencebased or knowledge-based , our stores are far more like micro-fulfilment centres . And if we want to go to customers quite quickly , when they require a service from something like Screwfix Sprint where we have over 800 stores now in the UK , we can do so in under one hour . And that is phenomenal .”
The success of B & Q ’ s marketplace model Since launching last March , B & Q ’ s marketplace has been a real success story . The company reported in September 2022
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