The strategy we set out in 2018 remains just as relevant today – the last 12 months have proven this – delivering for all of our stakeholders, and building relationships and trust with our customers.

Graham Stapleton
Chief Executive Officer

We set out a clear vision and purpose in September 2018, which remains unchanged. Our strategy is as relevant now as it was then, arguably more so given shifting markets and changes to consumer behaviour. We have achieved significant progress in recent years and will continue to invest in the execution of the strategy, for the benefit of all stakeholders.

1

Inspire our customers with a differentiated and super-specialist offer.

2

Support our customers through an integrated, unique and more convenient services offer.

3

Enable a Lifetime of motoring and cycling.

1 Inspire
Inspire our customers with a differentiated and super-specialist offer.


  • Transition from a general-specialist to a super-specialist.
  • Lead and differentiate our markets with customer-led innovation.
  • Redefine and further differentiate our own label ranges.
  • New customer experience in stores and garages, linking online and offline journeys.

2 Support
Support our customers through an integrated, uniqueand more convenient services offer.


  • Offer convenience through an integrated and expanded ‘on-demand’ service proposition across
    stores, garages and mobile.
  • Enhance the customer journey from booking through to service delivery.
  • Enhance our unique position in E-bike servicing in retail stores and hybrid and electric vehicle
    servicing in our garages with the most fully trained technicians outside the dealer network.
  • Increase awareness of Halfords services by leveraging the Halfords brand.

3 Lifetime
Enable a Lifetime of motoring and cycling.
• A more focused and targeted approach to loyalty at a Group level in order to optimise the lifetime value of our customers.
• Accelerating the development of our Customer Relationship Management (“CRM”) programme, offering compelling reasons for our customers to return and shop across the Group.