Halfords' unique position in the market makes us well-placed to provide customers with a "one-stop-shop" for their motoring needs, whereby they can access all the services and solutions they need in one place. The scaled, omnichannel platform we have created combined with our highly-skilled colleagues means that there are high barriers to entry for any competitors wishing to offer customers a similar service.
Our Unique Offering
Through our integrated Group website and our wide range of physical assets with over 1,750 service locations, we are able to offer customers a unique proposition. Our expert colleagues are always on hand to provide advice and knowledge for any motoring or cycling situation and this alone puts us at a significant advantage over our competition. Our mid-to-long term plan is to offer customers an even more holistic shopping experience, a "one-stop-shop", where they can access any service or product they might need for their motoring or cycling journey. Our Avayler platform has led to Halfords entering the Software as a Service market and our bespoke software has meant that we are able to offer other businesses a completely unique opportunity to incorporate our in-house software into their own operations to greatly improve their own customers' experiences and their productivity.
Omnichannel Customer Proposition
Our customers can shop in-store or online, choose whether they want their products fitted at a store or on their driveway at a time of their choosing and access a whole suite of services, all without leaving the Halfords brand. Our new Fusion stores mean the physical environment is also linked, giving customers an even more seamless shopping experience.
One of our main priority areas has been getting to know our customers better than ever before. This has meant creating an integrated and unique database where all of our systems can work together, building a digital picture of our customers today, but also predicting future customer needs. We have been using our growing data science and modelling capability to drive highly personalised, timely and helpful communications that both engage and support our customers, which, in turn, increases lifetime value for Halfords.
Varied Customer Base (B2B & B2C)
Traditional shopping is at the core of our business and we remain committed to our loyal customer base. In addition, however, our growing commercial business means that we are able to offer to businesses, what we offer to consumers; a convenient solution where they can have their fleet vehicles serviced, take advantage of our market-leading Cycle2Work scheme or simply access our B2B portal to purchase products for their employees. Our new Avayler platform has also enabled us to attract global customers as we license software developed in-house to businesses around the world, opening up a new and exciting opportunity for our business.