How B&Q are building stronger customer relationships and driving LTV through the TradePoint app

Harry's approach to Customer Advocacy

In this episode we spoke with Harry Blamire. Harry's current role is Head of Customer Experience at B&Q, having previously held positions at LUSH Cosmetics and LV. 

Harry walked us through the process he and his team took to build the TradePoint app and how it's helping to make their customers live better and ultimately drive significant business growth.  

During our chat, Harry revealed how they use key customer insights from NPS, in-app surveys, App Store reviews, and more to drive future app development.

About Harry

Meet Harry Blamire, Head of Customer Experience at B&Q. In his current role, Harry sets the strategic direction for digital experience and native apps and has developed a device-led strategy to enhance omni customer experience and service propositions. Through his team, he is responsible for driving organic traffic, engagement, retention, sales, and positive customer experiences.

 One of Harry’s accomplishments includes defining and executing B&Q's award-winning app growth strategy, resulting in impressive revenue participation and YoY growth. He is also an advocate for digital capability in B&Q, driving the implementation and ongoing evolution of B&Q's new Digital Academy and Think Digital programmes.