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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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Lidl has unveiled plans to open hundreds of new stores across the country, creating thousands of new jobs.  

This follows a year of significant investment in its infrastructure to further strengthen operations, during which Lidl opened its largest global warehouse in Luton. The discounter grocer has also been optimising and enhancing its existing estate. 

This has included the completion of an extension to its Welsh distribution centre in Bridgend, along with significant progress in its Belvedere warehouse expansion, which will result in its size and capacity being doubled once the project is complete. It also introduced enhancements to its store estate, including the rollout of electronic shelf labels, all of which in turn have supported Lidl’s record growth, with market share now standing at 8%.

In the coming months, the grocer will welcome shoppers to new stores across the country, from Bristol in the West Country, Birmingham in the West Midlands and Berwick in Scotland. In London alone, where Lidl is now the third largest supermarket with double the market share of any other discounter, it will be opening new stores in Wandsworth, Fulham, Hoxton and Canning Town.

The announcement comes as the discounter publishes its latest list of desired locations for potential new stores, and sees Lidl eyeing major growth in cities including Edinburgh, Leeds, Liverpool, and London, and towns from Woking and Wadebridge to Dumfries and Didcot.

The discounter is specifically looking for sites in prominent locations with easy access and strong pedestrian or traffic flow, with 1.5 or more acres for a standalone store and up to four acres for mixed-use schemes. Sites should allow for unit sizes between 18,000 and 26,500 sq ft and over 100 dedicated car parking spaces, and Lidl’s flexible approach means it will consider freehold, leasehold or long leasehold opportunities.

Richard Taylor, Lidl GB chief development officer, said: “With an exceptional store network and our laser focus on operational excellence, we’re welcoming more customers through our doors than ever before, which positions us perfectly for continued expansion.

“We’re planning to open hundreds of new Lidl stores but ultimately see no ceiling on our ambition or growth potential. This is why we’re continuing to invest in new locations whilst exploring innovative routes to expansion. As we look ahead, we’re excited to welcome even more new shoppers to our existing stores, as well as those we’re planning to open across the country in the coming months and years.”

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