I’ve known it was coming for a while, but now that it’s here it’s not quite what I expected. However in a way it’s actually a lot better.
KnowHow.com is, for want of a better description, the customer service portal for the DSGI chain of consumer electronics stores in the UK: Dixons.co.uk, Currys, and PC World. These stores operate in a fiercely competitive but large and lucrative market in the UK and extend their reach into Europe through sister company Pixmania. In recent years wallet share in the CE sector has been moving increasingly online, with brick-and-mortar stores facing the challenge of competing on price with their leaner, lower-cost online rivals. But despite this off-to-online swing, the group is reporting that Internet sales are down.
I was expecting KnowHow to be its revamped eCommerce operation, its response to lackluster digital sales. But interestingly it has done something different. It appears to be trying to step out of the race to the bottom from a price perspective and is positioning itself to begin to compete on a new axis. Service. An interesting play in what could be considered a commodity market.
However, when you learn that its multichannel sales are up 12%, this may not be such a strange move.