Customer service is set to become the next battleground in electrical retailing. And it will have to extend right across the board if low and faltering profitability is not to be the destiny of the UK’s traditional electrical retail trade.
And it is a battle that could put many independents – which have always relied on quality service – under pressure and out of business.
According to retail analyst Verdict as many as 600 stores – representing about 12 per cent of the UK’s electrical independents – could be forced to close up shop by 2008 as multiples are forced by competition elsewhere to focus on customer service.
From ERT Weekly