Hobbs successfully taking its lead from customers


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The introduction of tablets was a result of


“The tablets enable the customer to still buy in- store even if the stock is not there. It is solving a problem, a point of friction.”


customer feedback highlighting the frustration that stock could be seen online but then was not available in-store. “The tablets enable the customer to still buy in-store even if the stock is not there. It is solving a problem, a point of friction. Also not every store has every product stocked but with the tablet we’ve the ability to have everything available. There are only so many dresses we can put on a rail! Tablets give a broader range,” she says. Such initiatives represent an ongoing journey


and much has been done since the strategy was formulated three years ago. Despite great progress being made over this period, Fairley says there is a “long way to go”. No doubt the decisions that are yet to be made will be determined by that essential ingredient: talking to customers.


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