The strategy we set out in 2018 remains just as relevant today – the last 12 months have proven this – delivering for all of our stakeholders, and building relationships and trust with our customers.Graham Stapleton Chief Executive Officer
We set out a clear vision and purpose in September 2018, which remains unchanged. Our strategy is as relevant now as it was then, arguably more so given shifting markets and changes to consumer behaviour. We have achieved significant progress in recent years and will continue to invest in the execution of the strategy, for the benefit of all stakeholders.
1
Inspire our customers with a differentiated and super-specialist offer.
2
Support our customers through an integrated, unique and more convenient services offer.
3
Enable a Lifetime of motoring and cycling.
1 Inspire
Inspire our customers with a differentiated and super-specialist offer.
2 Support
Support our customers through an integrated, unique and more convenient services offer.
3 Lifetime
Enable a Lifetime of motoring and cycling.
• A more focused and targeted approach to loyalty at a Group level in order to optimise the lifetime value of our customers.
• Accelerating the development of our Customer Relationship Management (“CRM”) programme, offering compelling reasons for our customers to return and shop across the Group.
We will become a super-specialist by:
We will lead and differentiate our markets with customer-led innovation by:
We will improve our customer shopping journey online and instore by:
This year, we launched our own-brand E-scooter – the Carrera impel is-1
We will have a unified services identity across the Group through:
We will more actively drive customer loyalty and retention by:
We have started to drive meaningful action from our insight, which has been used to:
We have started to make progress with our ESG strategy, focusing on our key priority areas:
This year, we have transformed our Customer Experience strategy