$405 $m
As the largest home improvement and garden center retailer in the U.K. and part of the Kingfisher Group, B&Q enjoys market leader status and a mission to “help people create homes to be proud of.” This forms a crucial part of the B&Q ethos: not to be thought of simply as a product destination for home improvement, but as a place to help customers facilitate their own DIY. B&Q’s values are clear and the advice, tutorials and services provided complement the brand’s product offering. As part of this, in 2012 the brand launched a “You can do it” YouTube channel with video instructions for DIY projects. However, lackluster financial performance has the brand reassessing its shopping experience. In 2012 B&Q began an ambitious nationwide store refurbishment. This, partnered with recruitment in IT and improvement in logistics, will see B&Q aim to create a more consistent experience across channels.