Winning Group continues to achieve industry leading net promoter scores (NPS) of over 80. According to CEO John Winning, good retailing isn’t just about the sale and good retailers know that.
“Our company purpose of saying yes in a no world, sets a tone for what each team member does in their job every day, even if they are not in a customer facing role,” he told Appliance Retailer.
“If all of our team goes above and beyond every day in their own roles, then it does help us to achieve our mission of providing the best shopping experience in the world.”
Winning Appliances has recently introduced its Winning Value Promise – a commitment to customers to provide an award winning world-class shopping experience with honest prices every day of the year.
“Customers will always receive our best price upfront, without needing to negotiate, but they will also receive our award winning world-class shopping experience, which includes knowledgeable and unbiased advice, free delivery, removal and recycling of old products and a dedicated after sales service team.
“Our Winning Value Promise, has been very well received, as our customers are happy knowing they are not only getting a great price, but that they are also receiving an exceptional service.”
When it comes to retail trends for the year ahead, Winning expects to see retailers increase their focus and efforts on mobile and personalisation of shopping experiences online and offline.
“As domestic appliance retailing is predicted to slow down to 1.3% over the next five years according to the latest IBIS reports, innovative dynamic retailers focused on customers will be successful in 2019.
“Even though loyalty programs will increase in popularity, loyalty is hard to earn and only those retailers who have had the foresight to keep changing their offering, based on listening to consumer feedback, will earn customers repeat business.”