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On this episode of Talking Shop we are joined by Peter Cross, customer service expert and co-author of Start With The Customer. With over 30 years at the crossroads of retail, brand and customer insight, Peter shares the moments that shaped his thinking, the patterns he sees in winning organisations, and the mistakes those that are struggling keep repeating. We also dig into his golden rules of service, building real service culture, employee engagement, and one simple change retailers can make tomorrow to impress customers.

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Health and beauty retailer Superdrug has reported pre-tax profit of £88.3m for the year ending 29 December 2018, down from £92.9m in 2017.


However, the retailer reported “solid performance” during the year despite this, with an increased market share to 9.8% (from 9.2% in 2017) and increased total revenue by 3.3% (from £1,242m in 2017 to £1,283m in 2018).

Superdrug also opened 23 new UK stores in 2018 which it said helped drive the growth in revenue. Additionally, online sales growth saw a 15% increase over the year.

Peter Macnab, CEO of A.S. Watson Health and Beauty UK, the parent company of Superdrug, said; “We are pleased with the company’s performance in challenging times, and I’d like to thank every team member for their hard work and contribution to these results.

“Our strategy for 2019 is to ensure we are offering all our customers everyday accessible health and beauty, giving them the beauty and health services they need in a vibrant and friendly store environment.”

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