RETAILING REPORT: SCREWFIX LIVE
SCREWFIX LIVE 2019 CLEANS UP- A GREAT EXAMPLE OF CUSTOMER FOCUS
Daley Hub directors, Clive and Kerry Daley, deliver their 10th installment with the customer journey they experienced during the recent Screwfix Live event held at Farnborough International Exhibition and Conference Centre last month.
they actually do. Unfortunately, there are still too many that claim to be, but in reality fail to deliver on their promise. We attended the recent Screwfix Live event and are excited to share with you our customer journey during the day, what the senior leaders felt they achieved,
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suppliers, some candid reactions from consumers, and finally our view from an industry perspective.
The customer journey hit you as soon as you arrived
The team who planned this event really thought about the impact they wanted to achieve as soon as you arrived. Clear signs in the car park and the largest ‘Screwfix Live’ banner across the event building shouting out that you have arrived at something big. The bus stops were great and we didn’t have to wait
around long at all. As soon as we arrived, we were met with engaging chaperones that welcomed us like we had just arrived at a special party and the music was already playing. A big shout out to the team on the entrance as they made us feel welcome and you could tell they were excited about the event, and that made us keen to get in. As we entered the show we could feel it was high quality, the stands were strong and you could tell that the suppliers, and even those stands showing Screwfix own
brands, had taken the trouble to put on an attractive event. There were interactive elements on the stands and fun games, everything from the Wheel of Fortune through to penalty shootouts to virtual reality headsets. We even had our picture taken with the actual Dulux dog! This all created a fun, almost carnival like feel, that gave the event a real buzz that lasted throughout the day.
A 360-degree review in real time Many businesses conduct consumer surveys and user group sessions, but there is nowhere to hide when you have a room mixed with suppliers, the trade, Screwfix and Kingfisher colleagues and a healthy mix of industry press and consultants. We felt there was a genuine willingness from
the Screwfix team
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