JB Hi-Fi has called out its evolution from a multi-channel to an omni-channel retailer as a key focus area for the group in its financial results presentation earlier this week.

During first half FY23, the group opened four new stores including smaller curated range JB Hi-Fi stores in Parkmore (VIC) and Gold Coast international airport (QLD), upgraded The Good Guys website and invested in additional sales channels such as phone and online chat.

JB Hi-Fi Australia launched the JB Perks membership program with 405,000 customers joining the program since launch in November 2022.

The JB Perks program is designed as part of moving from a multi-channel to an omni-channel strategy, according to JB Hi-Fi CEO, Terry Smart.  

“It’s about understanding the customer and joining the dots between the customer purchasing online versus the customer purchasing in store,” he said.

“The Perks program helps us better understand transactions and in turn, be more tailored with the sales process in store. For example, if a customer is an Apple user or an Android user. When customers join the program, they receive over and above rewards and offers, as well as regular email alerts.

“There’s been a lot of interest in the program from suppliers with a keenness to fund promotions. We expect suppliers to step up and support this program as it continues to grow in numbers, but it’s a steady and incremental roll out.”