Classical strategy of retail as industry bases on key factors, which can divide into 8 groups (Figure 3.1)
Figure 3.1 Key factors of retail strategy (A strategy for future retail by Department for …show more content…
Service strategy is cornerstone of DIY’s retailers. According to research of Indyme (Feb.2015), poor customer service and engagement in store is driving shoppers to abandon their purchases and head straight to a competitor, with the Home & DIY sector branded the worst for customer service. Consumers, when asked to rank the top five sectors that need to improve customer interaction, revealed Home & DIY (40%), Grocery (36%), Electrical (35%), Department stores (30%) and health and beauty (23%) as the top five sectors needing the most improvement. The results also revealed an interesting insight into gender perceptions of customer service with both men and women ranking Home & DIY stores as the worst sector for customer